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crisobela
New Member
1 0 0

Hi there,

I've just noticed my store has made 0 sales in January and some customers have reached out telling me they can't get past through checkout. They are getting this message: "

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I have not made any changes/plugins on my website, so I have no clue why this is happening.

Anyone facing this same issue?

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Peter
Shopify Staff
Shopify Staff
2022 161 432

Hi, @crisobela

That's never good to hear! To help diagnose this issue, I will need to know a few things: 

  1. Are you able to replicate this yourself? If yes, where in the checkout does this happen?
  2. What payment provider(s) do you have enabled in your store? You can check this in Settings/Payment Providers

The checkout should be working as intended; however, in most cases, if there is an issue with it loading, it happens at the time of payment when using a third-party payment provider. If you are using a third-party payment provider, and if you are able to replicate the issue when trying to process a payment, then it will likely require reaching out to the payment provider. 

Let me know what you find out. 

Peter | Social Care @ Shopify 
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