First, confirm it is actually Loox and not your store. Then contain the damage and communicate. Here is exactly how to do that during a Loox outage, plus what usually breaks and how long incidents tend to last.
How do I confirm Loox is actually down?
Check two independent sources before changing anything in your store. First, StatusBird's live Loox status page, which is based on independent checks every 2 minutes. Second, Loox's own status page at loox.app/. If the official page still shows green, do not assume you are wrong: vendors often acknowledge incidents well after they start. If both look clean, the problem is more likely your store's configuration or a specific integration.
What does a Loox outage look like?
- Photo review galleries and star ratings missing from product pages
- Blank sections or spinners where Loox widgets normally render
- Loox admin dashboard not loading inside Shopify
- Customers reporting broken review submission links from email
- Referral links or review discount codes failing
What breaks in your store
During a Loox outage, its storefront widgets stop rendering, so product pages lose their star ratings and photo review galleries, stripping visual social proof at the moment shoppers are deciding to buy. Review request emails may be delayed and customers clicking review submission links can hit errors, losing some photo reviews that shoppers would only submit once. Referral links and discount rewards tied to Loox can also fail.
For context, Loox has had no major incidents in the last 90 days of StatusBird's independent monitoring (100.0% availability), so a real outage is unusual. That makes it easy to mistake one for a problem on your end, which is why confirming first matters.
What to do during the outage
- Check whether the widget gap is store-wide before touching your theme; a global disappearance points to Loox, not your code.
- Leave your theme alone during the outage since widgets restore themselves when Loox recovers.
- Tell customers who report broken review links to hold their photos and resubmit in a day.
- Honor any review-for-discount promise manually by sending a code from Shopify if the automated reward failed.
- After recovery, verify ratings render on your best sellers and confirm the review email queue caught up.
Frequently asked questions
Did I lose my Loox reviews and customer photos during the outage?
No. Reviews and photos live on Loox's servers, and the outage only prevents your storefront from fetching and displaying them. Everything reappears automatically once the service is restored.
Will conversions drop while Loox widgets are missing?
Possibly, since photo reviews are a strong trust signal, and stores that rely on them may see softer conversion during the gap. Most outages are short enough that the effect is minor; for a long outage, adding a line of static social proof to key product pages is a reasonable stopgap.
After the outage
Once Loox recovers, verify the affected workflows end to end rather than trusting the status page. Note the start and end times while they are fresh: if you are on a paid Loox plan with an SLA, documented downtime is what a service credit claim is built on. See how to claim SLA credits for the process.
How this data is measured
StatusBird checks Loox's status every 2 minutes, around the clock, independently of the vendor. The availability figure counts major and critical outages only; minor degradation is excluded so numbers are not skewed by vendors that report small blips near-continuously. Grades run from A+ to F. See the live numbers on the Loox reliability page and current status on the Loox status page, or browse all 84 service grades.
Know before your customers do
StatusBird monitors Loox and 83 other services online stores depend on, plus your own storefront, every 2 minutes. When something goes down you get an SMS, email, or Slack alert with plain-English context, usually before the official status page catches up. Start monitoring free, no card required for the free plan.