"Pay now" button non-responsive

[Gro3X]

Hello In the last two days I have been getting reports that some customers are unable to checkout because their "Pay now" button does not respond. I set-up a test account and am able to replicate the issue. I have no idea what has changed or how to fix this. Any advice is much appreciated! Thanks! 

[pawankumar]

Hi @Gro3X 

Can you please provide details so that I can check on my side and see if I can do something to help you

Thanks!

[Melanie_Nathan]

I've had the same problem. I've had customers try different browsers but still not worked. I contacted the shopify helpdesk and they know about the issue so sounds like it's affecting quite a few of us. Apparently they are working on it. Just hope they sort it soon.

[pawankumar]

Yes, that might be the case
Normally, shopify updates here: https://www.shopifystatus.com/
For such issues
But here looks everything operational

[Melanie_Nathan]

Yeah not sure why it's not updated there. I checked that too.

[Gro3X]

Thank you, Melanie!
How did you contact support? I can't seem to find anything except for their AI chat!
Has your issue been fixed? 

[Gro3X]

Just found it... There is a small link at the bottom of the chat to connect to an advisor... In line now...

[nicolaschina]

I have had two customers email this morning reporting the same issue on my site: www.pixilated.com

One was using Firefox, but a switch to Safari allowed him to complete his purchase. The other was using Chrome and was not able to checkout at all. I took her info over the phone and checked out through the site for her in a Chrome incognito window. Both customers paid with Amex cards.

Hoping @Shopify recognizes and fixes this problem ASAP because I'm worried that it affecting many other customers who don't report it and we lose the sale! 

Watching this thread 👀

[Gro3X]

Hi Nicolaschina, I recommend you reach out to tech-support to make them aware of your particular store being affected!

Here is the response that I received:
Advisor: Thank you, Norbert. We have several reports regarding this ongoing issue, and our technical team is aware of it and working on a resolution. As the next step provided by our team, I will need to escalate your case to them so they can inspect it further and resolve this matter. Does this sound like a good plan? 
Me: Yes! Thank you! How will I receive status updates?
Advisor: Once your case is escalated, you will be notified via email, and our technical team will investigate the issue and work towards a resolution. You will receive status updates and any further instructions via email. We are committed to sending you an update as soon as possible.
Me: Thank you, very much! Have a great day!
Advisor: You’ll receive a transcript of this conversation with a ticket ID at the end of our chat today. You can reply directly to the chat transcript and our Support team will assist you.

[nicolaschina]

I am chatting with a Shopify advisor on the help chat right now. He reverted me from the new Single page checkout (which I upgraded to 2 weeks ago or so) to the traditional multi-step checkout and now the Pay Now button works. Not ideal because I like the single page better, but I can't have it tanking sales!

Here is my conversation:

me: The green Pay Now button loads (including the hover effect) but when it is clicked, nothing happens. I am using Chrome on a Windows desktop.

Sel (Shopify advisor): Thank you so much for the description you've shared, Nicolas.

Sel: Thanks for waiting, Nicolas! I troubleshooted here in our back end and can you please refresh on your end and try checking out if the Pay Now button works? If not please let me know

me: It appears now that single page checkout has been reverted to the old checkout method. did you do this?

Sel: Hmm, I just refresh and did some troubleshooting in regards to the issue. Is it different from what you want?

me: What did you do to troubleshoot? My single page checkout is now reverted back to the multi-step checkout

Sel: I'm sorry for changing it without notice, I can certainly get it back to the one page checkout.

Sel: Please bear with me,. by the way the reason why is because that's the current troubleshooting given by our technical team to ensure ofcourse that our merchant won't have any sales issue due to this checkout issue. if in any case you wanted to get back to the one page checkout since this is an on going issue we may not be able to get this fix now and what we can do as of now is to escalate this with our technical team on your behalf, is that fine with you?

me: What did you do to troubleshoot that would've changed the style of checkout?

Sel: It is actually a feature only found from our Internal, Nicolas.

Sel: Would you like to return it back to one page checkout? Or do you prefer to have it this way (multi-step checkout) so your customer can still check out from your store, Nicolas?

me: I just reverted it to multi-step checkout so my customers can pay. I do not want single checkout if it does not work. I am very disappointed that this is not being communicated by shopify.

Sel: Got it, thanks for the confirmation, Nicolas. Our Technical Team is currently working this one out and we highly appreciate your feedback on this and will definitely relay the feedback to our Team.

me: Why is this not reported on the shopify status page?

https://www.shopifystatus.com/ If it s a known issue.

Sel: For the meantime, they have found an alternative which is the troubleshoot I did a while ago while they're still investigating this one out and haven't reach any conclusion yet.

We appreciate you reporting this to us, we are on red-alert with this issue so rest assured that we are doing our best to have this resolved as soon as we can. I will be monitoring this for you. Once this is resolved, I will be cascading you updates through your email. 

[Gro3X]

So the final outcome is, that Shopify had pushed out an update that caused my and some other people's issue. Apparently they now reversed that update and will not roll it out again, until they understand what might have caused the problem and have it fixed! 

[Macky42]

I had the same issue. Got it fixed when i remove the restricted access to my store