> For the complete documentation index, see [llms.txt](https://docs.tipo.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.tipo.io/backup-and-restore-tipo/help/troubleshooting/app-access.md).

# App and page loading problems

Fix the app not opening, or a page that will not load.

Use this page when Backup & Restore Tipo will not open, keeps showing the same screen, or a page shows an error.

## "This app can only be opened from the Shopify admin."

You opened the app's address directly in your browser. The app only works inside your Shopify admin.

{% stepper %}
{% step %}
Log in to your Shopify admin.
{% endstep %}

{% step %}
In the left sidebar, select **Apps**, then select **Backup & Restore Tipo**.
{% endstep %}
{% endstepper %}

## A blank screen or "Loading" that does not go away

* Reload the page.
* Turn off browser extensions that block scripts, then reload your Shopify admin.
* Try a private window, or another browser.

If it still does not open, [contact support](/backup-and-restore-tipo/help/contact-support.md) and tell us which browser you use.

## "Get started" keeps appearing

The first time you open the app, a short **Get started** wizard runs. Finish it, and select **Go to Dashboard** at the end. See [Set up the app](/backup-and-restore-tipo/getting-started/set-up-the-app.md).

## A page says "Couldn't load..."

Messages such as **Couldn't load settings**, **Couldn't load plans**, **Couldn't load backups**, **Couldn't load items** or **Couldn't load live data** mean the page could not get its data. Select **Try again**. If it keeps failing:

1. Reload the page.
2. Wait a few minutes and try again.
3. If the problem continues, [contact support](/backup-and-restore-tipo/help/contact-support.md) and name the page.

## "This item wasn't found in your store"

When you compare a backed-up item with your live store, this message means Shopify returned no record for it. The item was most likely deleted after the last backup. The next backup confirms it. You can bring it back from a backup. See [Restore deleted items](/backup-and-restore-tipo/restore/restore/restore-deleted-items.md).

## The setup guide appears again on another computer

The setup guide on Home remembers what you finished and dismissed in your current browser only. On another browser or device it can show again. Steps the app can detect, such as having a backup, count as done automatically. You can dismiss it again.

## Some screens are in a different language

The app language follows the language you choose with the language button on Home. The choice is saved in your browser. Some messages that come from Shopify or from the system, such as the reason an item failed to restore, are always in English. See [Change the app language](/backup-and-restore-tipo/getting-started/change-the-app-language.md).

## Next steps

* [Set up the app](/backup-and-restore-tipo/getting-started/set-up-the-app.md)
* [Find your way around](/backup-and-restore-tipo/getting-started/find-your-way-around.md)
* [Contact support](/backup-and-restore-tipo/help/contact-support.md)