Handling Unusual Admin Access Problems: Browser Glitches, Site-Wide Outages, and Access-Denied Errors

The situations below often look alarming, but many can be narrowed down quickly with a few simple checks. Knowing which type of problem you're facing also helps our Support Team respond faster.

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1. You Can Log In on One Browser, but Not Another

Sometimes the admin login works perfectly in one browser but fails in another. A common example: the login page loads in Firefox or Edge, but in Chrome it just spins, won't complete the login, or the top navigation bar glitches (for example, flickering back and forth between the login area and the site title).

This is usually a browser-specific issue rather than a problem with your store itself.

Try these steps first:

• Switch browsers. If Chrome is misbehaving, try logging in with Firefox, Edge, or another browser. If it works there, you've confirmed the issue is browser-specific.

• Clear your cache and cookies in the browser that's failing, then close and reopen it and try again.

• Test in a private/incognito window, which loads without cached data.

If the problem persists, contact Support and include:

• Which browser(s) fail and which one(s) work

• What you see when it fails (spinning, glitching top bar, blank page, etc.)

• The exact web address you're trying to reach

Tip: If you can log in on a working browser, use it to complete urgent tasks while the other browser issue is being investigated.

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2. Your Entire Site Is Down — Both Admin and Storefront

This is different from a login problem. If both your admin backend and your public storefront are unreachable at the same time — for example, the admin won't get past the login screen and the storefront won't load at all — this points to a site-wide outage, not an account or browser issue.

What to check first:

• Confirm the problem isn't your own internet connection (try loading another website).

• Try a different device or network if possible.

If both your admin and storefront are down, report it to Support immediately and treat it as urgent. Please include:

• Your website address

• Confirmation that both the front end (storefront) and back end (admin) are affected

• Roughly when the problem started

Important: A full outage affecting both the storefront and admin is a priority issue. Reporting it right away — and clearly stating that both areas are down — helps our team identify and resolve site-wide problems as fast as possible.

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3. Unusual Error Screens or "Access Denied" Messages

Occasionally you may run into an unfamiliar error screen or a specific error code when logging in or moving around the admin. Examples include:

• A generic error page that appears repeatedly when performing a specific action (such as trying to impersonate a particular customer, or reaching a specific admin page)

• An "Access Denied" style message on a particular page even though other pages load fine

• A message stating that a form has been locked due to suspicious activity

These errors are often tied to a specific page or action rather than your whole account — you may find that most of the admin works normally while one particular area produces the error.

Before contacting Support, note the details:

• The exact wording of the error message (a screenshot is very helpful).

• The specific page or action that triggers it, and the web address shown in your browser.

• Whether the error happens every time or only sometimes.

• Whether it affects one specific item/customer or everything.

Then contact Support with those details so the team can pinpoint the cause.

> Note: If your customers report being locked out of a form due to "suspicious activity," let Support know how many customers are affected and when it started. This helps distinguish a genuine security block from a technical error.

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What Support Needs From You

For any of the situations above, you can help us resolve things faster by providing:

• Your website address

• A clear description of what fails and what still works (specific browser, specific page, or the whole site)

• The exact error text or a screenshot, if one appears

• Roughly when the problem started

Providing this information up front lets our team skip the back-and-forth and get straight to a fix.