If your template set does not load in the UpOrder builder, the issue is usually temporary browser state, a Shopify admin session issue, or something specific to that template set.
Try the steps below in order.
1. Refresh and reopen UpOrder from Shopify
First, refresh the browser tab. If the builder still does not load, close the UpOrder app tab and reopen it from Shopify admin > Apps > UpOrder. Avoid using an old bookmarked builder URL, because the builder needs a current Shopify admin session.
2. Check whether the issue affects one template set or all template sets
If only one template set will not open, include that template set name when you contact support.
If all template sets will not open, the issue is more likely related to browser settings, Shopify session state, or a temporary app connection issue.
3. Use an up-to-date supported browser
Shopify recommends using an up-to-date supported browser, and notes that the latest version of Google Chrome is the best option for Shopify admin. If you are using an older browser, Brave, a locked-down work browser, or a browser with strict privacy settings, try the latest version of Chrome, Firefox, Safari, or Edge.
You can review Shopify's supported browser guidance here: Supported browsers for accessing Shopify.
4. Check cookies, privacy settings, and browser extensions
UpOrder runs inside the Shopify admin. Browser privacy settings, ad blockers, script blockers, VPN/proxy tools, and security extensions can sometimes prevent embedded Shopify apps from loading correctly.
Try temporarily turning off browser extensions that block cookies, scripts, ads, or tracking. Also make sure your browser is not blocking cookies or site data for Shopify and UpOrder.
5. Clear Shopify and UpOrder site data
If refreshing does not help, clear your browser cache and cookies for Shopify and UpOrder, then log back in to Shopify and reopen UpOrder from the Shopify admin.
Clearing cookies will sign you out of Shopify, so make sure you have access to log back in before doing this.
6. Try another browser or network
If the builder still does not load, try another supported browser or a different network. This helps rule out a browser profile, extension, firewall, VPN, or network filtering issue.
7. Check Shopify Status
If Shopify admin or multiple apps are slow or not loading, check Shopify Status to see whether Shopify is reporting an active issue.
If it still will not load
Please contact UpOrder support through in-app chat or at [email protected]. To help us investigate quickly, include:
Your Shopify store URL.
The template set name that will not load, if only one set is affected.
Whether the template list loads but the builder does not, or the whole UpOrder app does not load.
Your browser and browser version.
A screenshot of any error message, blank screen, or loading spinner.
The approximate time the issue happened.
Please do not delete the template set unless support asks you to. In most cases, we can investigate the loading issue without removing your saved templates.