Outage in Shopify
Some merchants encountering error messages while interacting with Sidekick or accessing the help centre
Resolved MinorIncident Report
Summary AI Generated
Shopify's Sidekick AI assistant experienced errors for 2.4 hours, causing merchants to encounter error messages and getting stuck in processing loops when trying to use the feature in their admin panel. The issue also affected merchants' ability to access support documentation through the help centre's search feature. A fix was implemented that resolved both the Sidekick functionality and help centre access issues.
Merchants may experience issues when trying to use Sidekick within the admin seeing errors such as:
- Sidekick ran into an issue
- Sidekick getting stuck in loops of thinking > analysing > processing > thinking > analysing > processing
- This may also affect merchants abilities to access our support documentation through the help centre
- Sidekick ran into an issue
- Sidekick getting stuck in loops of thinking > analysing > processing > thinking > analysing > processing
- This may also affect merchants abilities to access our support documentation through the help centre
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Latest Updates ( sorted recent to last )
RESOLVED
about 2 months ago - at 03/09/2026 02:58AM
Between 22 UTC - 2:30 UTC , we experienced errors with Sidekick that affected using Sidekick in the Admin and help centre. A fix was implemented at 2:30 UTC which resolved the issue. The monitoring period for this issue has ended and no further impact has been observed.
MONITORING
about 2 months ago - at 03/09/2026 02:44AM
This issue has been resolved and is being monitored.
IDENTIFIED
about 2 months ago - at 03/09/2026 01:46AM
We've identified the problem impacting Sidekick within the admin and the search feature on our help centre and we're continuing to work on the solution.
IDENTIFIED
about 2 months ago - at 03/09/2026 12:52AM
We've identified the problem impacting Sidekick within the admin and the search feature on our help centre and we're working on a solution.
INVESTIGATING
about 2 months ago - at 03/09/2026 12:35AM
Merchants may experience issues when trying to use Sidekick within the admin seeing errors such as:
- Sidekick ran into an issue
- Sidekick getting stuck in loops of thinking > analysing > processing > thinking > analysing > processing
- This may also affect merchants abilities to access our support documentation through the help centre
Latest Shopify outages
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