---
title: "Returns portal not loading"
canonical: "https://ingrid-support.refined.site/space/KB/390627333/Returns%20portal%20not%20loading"
format: markdown
---
**Symptoms:**

- Customer reports portal page is blank or shows error
- Iframe appears but no content displays
- “Page cannot be displayed” or similar browser error

**Root Causes:**

1. **Iframe blocked by browser security settings**
  - Customer’s browser blocking third-party iframes
  - Corporate firewall blocking Ingrid domain
2. **Portal URL incorrect**
  - Wrong merchant ID in URL
  - Typo in portal URL
3. **Integration not active**
  - Returns integration disabled or not fully configured
  - E-commerce platform connection broken
4. **Session timeout**
  - Customer’s session expired after long idle time

**Resolution Steps:**

1. **Verify Portal URL:**
  - Check URL includes correct merchant ID
  - Test URL in incognito/private browser window
  - Compare with URL provided in Back-office Settings
2. **Test Browser Compatibility:**
  - Try different browser (Chrome, Firefox, Safari)
  - Disable browser extensions temporarily
  - Check browser console for error messages (F12 → Console tab)
3. **Check Integration Status:**
  - Log in to Returns Back-office
  - Verify e-commerce integration shows “Active”
  - Test with known good order that exists in system
4. **Iframe Troubleshooting:**
  - Verify iframe code matches Back-office provided code
  - Check if website has Content Security Policy blocking iframes
  - Test standalone portal URL (bypasses iframe issues)
5. **Contact Ingrid Support:**
  - Provide screenshot of error
  - Share browser console error messages
  - Provide test order number and customer email