# Your shop is down

> Site unreachable, failed payments, a 500 error after an update: when a shop goes down, every minute counts. Here's what I check first and how to reach me for a fast diagnosis.

- Source canonique : [https://allaux.fr/en/urgence](https://allaux.fr/en/urgence)
- Langue : EN
- Dernière mise à jour : 2026-08-03

## What usually brings people here

- The site shows a 500 error or a blank page since an update or a recent change.
- Checkout fails or redirects wrongly, and orders stop reaching you.
- The admin is inaccessible: password that no longer works, session loop, blank screen.
- The server is overloaded or unreachable, with a host that isn't responding or can't identify the cause.
- A third-party module or extension has just broken part of the site after its update.

## What to do immediately

1. **Stop touching the code or the admin** — Every improvised fix attempt can complicate the diagnosis. Note what was done just before the failure: an update, a hosting change, a module edit.
2. **Gather the access you'll need** — Access to hosting, to the site admin, to the domain name if needed. These are the three entry points for understanding what's actually blocking things.
3. **Contact me with the concrete details** — The exact error message, when the problem appeared, what changed recently. The more precise the information, the faster the diagnosis moves.
4. **I look and tell you what I find** — Before proposing a fix, I identify the real source of the problem. Some failures are fixed in minutes, others need more investigation.

## On timing

> I don't commit to a guaranteed resolution time before seeing the problem. Some failures are fixed in a few minutes, others come from a third-party host or data corruption that takes longer to fix. I tell you what I find as soon as I find it, without dressing up the situation.

## FAQ

### Do you work nights or weekends?

I don't guarantee availability outside normal working hours. If you write outside those hours, I reply as soon as I can, with no commitment stated on this point.

### How much does an emergency job cost?

The price depends on the nature of the problem and the time actually spent. I give a rough figure as soon as I've identified the cause of the failure, before starting the fix.

### Do I need a maintenance contract to call you?

No. A one-off job is possible without a contract. If failures keep recurring, I can suggest more regular follow-up, but it's never a condition for a first job.

### What if my host isn't responding?

I can contact the host with you or on your behalf if I have the necessary access, to clarify whether the problem is the server, the application or a misconfigured DNS.

### What if the problem comes from a previous provider?

That happens often: a badly finished update, a third-party module left in an unstable configuration. I look at what's in place without judgement; the goal is to get the shop working again.

### Can I send you screenshots or a video of the problem?

Yes, that's often the fastest way to show unusual behaviour, alongside direct access to the site when possible. It also avoids vague descriptions that waste time for both of us.