Don’t panic. Store outages are rare and almost always temporary. Work through these steps before contacting us.
Step 1 — Check it’s not just you
Open your store on a different device or ask someone nearby to try loading it on their phone. If it loads fine for them, the problem is likely your internet connection rather than the store itself.
Step 2 — Try a different network
If you’re on WiFi, switch to mobile data and try again. If it loads on mobile data, your WiFi is the problem — not your store.
Step 3 — Wait a few minutes and try again
Occasionally a store will be temporarily unreachable due to a brief server hiccup. These usually resolve themselves within a few minutes. Make a cup of tea and try again.
Step 4 — Contact us
If the store is still down after working through the steps above, email [email protected] with a description of what you’re seeing. A screenshot is helpful if you can manage one. We’ll investigate and get back to you as quickly as possible.
What to include in your message
- What you see when you try to load the store (an error message, a blank page, etc.)
- Which devices and networks you’ve tried
- Roughly when you first noticed the problem