Home / Guides / A website won’t load. Now what?

1. Read the error and check the address

Check for a mistyped domain or incomplete link. Save the exact error message. A timeout, a sign-in error and a certificate warning point to different problems. Do not bypass a security warning to enter passwords or payment details.

2. Try another ordinary website

If other sites work, the problem may be specific to the affected service. If several unrelated sites fail, check your connection and your provider’s status information.

3. Compare another browser or device

Try the same address in another browser. If appropriate, compare another device on the same network. This gives your support team a useful clue without changing your setup.

4. Check extensions and site data carefully

A browser extension or stale site data can affect a page. A private window can be a useful comparison, although it may change cookie settings and extension behaviour. Clearing data for one site may sign you out or remove unsaved information.

5. Consider VPNs, work networks and DNS

Some services behave differently on a VPN or managed network. Follow your organisation’s rules before changing these settings. A VPN is not a universal fix for a site that is down.

6. Send useful details

Gather the error, your checks and your browser details. Contact the site’s support team through a known, trusted channel.