Problem with the service pages

Use a problem with the service page when there has been an unexpected technical error that prevents users from completing their task.

When to use this pattern

Show this page when:

• an unexpected server error occurs (500 error)
• a database connection fails
• a third-party service is not responding
• any technical issue prevents normal operation

How it works

The error page should:

1. Apologise for the problem
2. Reassure users their data is safe (if applicable)
3. Tell them what to do
4. Provide contact information

Standard error page

Without saved data

If you cannot save user data, be honest about it:

With reference number

If you can provide an error reference to help with debugging:

Save user data

Where possible, save the user's progress so they don't lose their work. This is especially important for:

• long forms
• complex applications
• data that took time to gather

HTTP status code

Return a 500 (Internal Server Error) status code or an appropriate 5xx code for the type of error.

Logging and monitoring

When displaying this page:

• Log the error with full details for debugging
• Include a reference number if possible
• Set up alerts for repeated errors
• Monitor error rates

What not to do

• Don't show technical error messages or stack traces
• Don't expose internal system information
• Don't blame the user
• Don't leave users without any way forward
• Don't say "500 error" or other technical codes

Security

Be careful not to reveal:

• internal system architecture
• database information
• file paths or server details
• technical error messages

Accessibility

• Use a clear, simple heading
• Keep the page focused on what users need to know
• Ensure contact information is easy to find
• Use the standard page layout and navigation