My store isn't opening or shows an error page — what should I do?

If you open your store link — or a customer tells you the store won't open — and you see an error page instead of your products, don't worry. Your products, orders and data are safe. The page the visitor sees tells you the cause, and the table below helps you identify it in seconds.

Identify the cause from the page shown

1. Your trial or subscription ended (most common)

Every new store starts with a 14-day free trial. When it ends without a subscription, the store stops for visitors immediately until you choose a plan. If you have a paid subscription and its period ends, you get a 3-day grace period during which the store keeps selling normally; after that it stops.

Visitors see a message with your store name saying the subscription has expired and the store returns as soon as it is renewed. When you sign in, the dashboard opens on the "Subscription status" page with a heading such as "Your free trial has ended", "Your subscription has expired", "Your grace period has ended" or "Your payment is under review".

Full details (including "Your payment is under review") are in My dashboard says my subscription expired or is locked.

2. The link is wrong or has changed

• Your platform link looks like your-store.elmatajer.com. The surest way to check it: click the "My Store" button at the top of the dashboard — it opens your store at the correct address.
• If you changed your "Store URL" in "Store Settings", the old link stops working. Send the new link to your customers and update your social media bios and pages.
• Check for extra or missing letters, or spaces, in the link you type or share.

3. Your custom domain is still activating

If you connected your own domain (such as mystore.com), the store only moves onto it once activation finishes. Check the status under "Domains" → "My Domains":

• "Pending" or "DNS Invalid": the settings at the company you bought the domain from aren't correct yet, or are still spreading across the internet (this can take from minutes up to 48 hours).
• "Verified — activating": all good; the platform is preparing the security certificate. Give it a little time.
• "Active": the domain is live.

Until the domain shows "Active", your store keeps working normally on its platform link, so share that link with customers in the meantime.

4. The account was disabled by the platform

If the platform administration disabled the account, visitors see "We could not find this page." and when you try to sign in you get a message saying your account has been disabled by the platform administrator. Renewing the subscription won't fix this — contact the administration.

5. The store opens but customers can't order

This is usually not about the store opening, but about the checkout page:

• No payment method is on: if checkout says "No payment methods available", switch on cash on delivery. See Which payment methods can my shoppers use today?
• Delivery area: if local delivery is on, the shopper must pick one of your areas. See The delivery fee shows 0 or my areas don't appear.

Other messages a shopper may see, and their fixes, are in A customer says they ordered but I can't find it. Note that the "Online ordering" setting doesn't currently stop orders, so it isn't the cause.

6. It works for others but not for you

If the store opens on another phone but not on yours, or you see an old version, do a hard refresh (Ctrl + F5 on a computer) or open it in a private window. See A button does nothing or the page looks broken.

Still not opening?

Write to us from the contact page and include your store link, a screenshot of the page you see, and when it happened. See How do I contact support?