Note the store address, affected page, and approximate time of the problem.
Confirm the context
Check which store and account you are using. Refresh once and compare the public page in a private browser window.
- Record the exact error message.
- Check whether the issue affects one device or all devices.
Check the relevant settings
For missing products, inspect status, stock, collections, and theme visibility. For checkout, inspect payment, shipping coverage, and required fields.
- For a missing admin action, check staff permissions and app activation.
Avoid repeating sensitive actions
For payments, refunds, order submissions, or imports, inspect the existing result before retrying.
- A delayed screen response does not prove that the action failed.
Contact support with evidence
Use the help contact option. Include the store address, page, steps to reproduce, expected result, and an anonymized screenshot.
- Exclude passwords, API keys, gift-card codes, private preview links, and customer payment details.
CHECK YOUR WORK
You’re ready when…
- You have identified a repeatable issue or its resolution.
- Support has a clear description without secrets.
IF SOMETHING DOESN’T LOOK RIGHT
Troubleshooting
What should I send if I cannot reproduce it?
Send the approximate time, browser and device, affected order or product reference, and what happened immediately before the issue. Avoid sharing sensitive customer information.
Why is a control missing or unavailable?
Confirm that you are in the correct store and that your role allows this action. Optional apps and channels may require installation, a plan, or activation. Share the screen name and error with support if access is still unclear.