Hello @GlenA35 ,
It sounds like you may be running into some connectivity issues when trying to access the site. Let’s start with some basic connectivity troubleshooting. Please keep in mind that when I say connectivity issues, I'm not necessarily referring to just your internet speed. There are a number of elements that can affect website connectivity and accessibility on an individual basis.
If none of those alleviate the issues, please call our general support number so they can assist with your custom template order. You can also put in a request for a custom template through the services page.