Shopify checkout problem

New Member
1 0 0

For several weeks now we have had a problem during checkout on our Shopify stores. This is a problem many people are having in various Discords, Twitter and forums. Customers can either not checkout, get an error or the page keeps loading and nothing happens. After contacting Shopify several times, the problem is still not solved and they act as if nothing is wrong. However, the statistics don't lie. Conversion rate is down heavily. Normally 60-70% of the people who reached the checkout buy, the last few weeks it has been 20%. We lost so much money because of this.
Is there anyone who is still experiencing this problem or have a solution for it?

Replies 2 (2)
Shopify Partner
228 9 31

Hello @ecomneth8,


Checkout is a really important step in a customer buying journey.
It seems that in such a case you need to debug the checkout to find an answer.
Also, you need thoroughly review your conversions, check hitmaps and session recordings (or install such a program) to understand your website visitors' behavior.
If you need any assistance, please, let me know.

I am a Co-founder and the Business Development Director at Whidegroup with a decade of experience in e-commerce consulting and project management for small and medium-sized enterprises.
Shopify Staff
Shopify Staff
1465 105 172

Hi, there @ecomneth8.


Welcome to the Shopify Community and thank you for sharing your question here.


I understand that for quite some time customers are unable to checkout on your store. You mentioned you've contacted Shopify Support however, the issue is not resolved. Rest assured, I'll do my best to investigate this issue with you.


At this present time, Shopify is not currently experiencing any checkout issues according to our Shopify Status page


I'd like to gather a bit more context on your case to better understand the issue. Could you provide information on the following:


  • Please share your store URL.
  • Could you share a screenshot or video of the error customers are seeing on their end?
  • Are the affected customers located in the same area?
  • What payment gateways are customers selecting when heading to checkout?
  • Is the page continuously loading on the cart page or directly in the checkout after entering customer information?
  • Are you able to replicate the issue?


Without being able to access account-specific information via Community Forums, any detailed information or screenshots can help us effectively troubleshoot. 


I look forward to your reply and learning more!

Victoria | Shopify 
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