Help, my store is down and isn't loading! What can I do?

If your store is not loading or you are seeing an error message, don't worry. Most issues are temporary and resolve quickly. Here are some things to check.

We might be performing an upgrade

We regularly release new features and updates to FreshStore and your account area. During these updates, you might briefly see an error message or a maintenance notice.

Please wait a few minutes and try again. Updates are usually completed within a few minutes.

Are you seeing an error message?

If you see an error message like "Bad Gateway", "Server Error", or a number like 502 or 500, this usually means the server is temporarily busy or restarting. These are almost always short-lived.

Try these steps:

1. Wait 2-3 minutes and refresh the page
2. Clear your browser cache and try again
3. Try a different browser or device

If the error persists after 10 minutes, please contact support with your store URL and the error message you are seeing.

Is your website down for everyone?

Sometimes the problem can be local to your computer or internet provider. To quickly rule this out, check this website: https://downforeveryoneorjustme.com/

Enter your website address and you will find out straight away. If the problem is local to you only, try closing and reopening your browser, clearing your cache and cookies, restarting your computer, or restarting your router.

Is one store down but others are working?

If one of your stores is not loading but your other stores are fine, the issue is likely specific to that store rather than a wider problem. Please contact support with the affected store URL and we can investigate quickly.

Has your domain name expired?

If you are using a custom domain, please check if it has expired or needs renewal. You can do this at your domain name registrar (e.g. NameCheap, GoDaddy, or wherever you registered your domain).

If your domain was registered through FreshStore, check the Domains section in your account to see the renewal date.

Is there a problem with your FreshStore subscription?

Your websites will be automatically suspended if your payments are overdue. Don't worry, they can be restored within a few minutes once the payment is up to date.

Please check your payment method in your account area and contact the support team if you need any help getting your subscription reactivated.

Have you made any big changes?

Sometimes your website might be working extra hard and responding slowly if you have recently made changes. This can happen if:

• You have cleared the cache in your store
• You have added a lot of products or articles
• You have changed some settings on your store

In this situation, we recommend you wait a few minutes to see if your website comes back.

Contact support

We are here to help and will be able to diagnose the problem quickly with the right information.

Please open a support ticket and include:

• Your website address
• The error message you are seeing (if any)
• Any recent changes you have made