Safety and troubleshooting
When Customers Have Connection Problems
Explain Wi-Fi, mobile network, and security checks in a calm way.
What this helps you do
Reduce complaints when the issue is caused by the customer's network.
Some problems come from the network
If a customer moves from Wi-Fi to mobile data, enters an elevator, loses signal, or changes networks, the page may pause or show a security check again.
This can look like a website problem even when the connection is the real cause.
Use calm, helpful wording
Instead of showing raw technical errors, tell the customer to check their internet connection and try again.
A simple message reduces frustration and protects trust.
Give simple next steps
Ask the customer to reconnect to the internet, wait a moment, refresh the page, or try again from a stable network.
If the problem continues, provide your official support path.
Quick checklist
- Network-related errors show a friendly message?
- Is the customer asked to check their connection?
- Refresh or retry guidance is provided?
- A support path is available?
- The message does not blame the customer?