Page Error: "There was a problem with our checkout"

[Bushra-s]

Hi everyone, 

Some of store customers shared this screenshot when they try to checkout, can anyone advise why it is happening?

[Victoria]

Hi, @Bushra-s.

Thank you for posting your question here with the Shopify Community!

To gather a bit more context, could you advise on the following:

• For the customers who've shared this screenshot, are they all located in the same area?
• At what point of checkout did this issue occur?
• Does the issue occur again when customers try to reorder?
• Are there any error messages present within your Settings > Domains section?

Could you have the affected customers go through these local troubleshooting steps as well:

Troubleshooting Steps:

• Clear your cache and cookies on your browser. After this, completely reboot the browser.
• Try a different web browser, as well as an incognito window or a private window to rule out any browser issues.
• When using incognito, if you are still experiencing a display issue, confirm you have disabled browser extensions as these can change how the pages look.
• Try another device, like another computer or mobile phone.
• Try on the Shopify Mobile app; this is usually the best step to try as it also rules out device issues.

In order to help further investigate the ongoing issues, we'll need a bit more information to troubleshoot. Feel free to thread your reply here so we can take a look together.

Looking forward to your reply!

[mdavid]

Yes! I have been made aware of this problem today by some of our customers, unfortunately. I've tried a couple of different computers and browsers where the checkout was successful, but on an older Mac (2015) with Safari I get the error message shown above (There was a problem with our checkout) right before it loads the checkout potion where an email and address need to be inputted. Have tried clearing cache and history to no avail. Can anyone help?

[Bushra-s]

Hello Victoria! 

Thank you for you reply. 

1- All customers are located in the same area. 
2- Last step in checkout

3- Sometimes it happens again, sometimes the order goes through. 

4- For the domains section, someone from Shopify support advised to remove the ones we do not use, and we actually did, but we still have this issue. 

I hope this will help. Thank you again, and looking forward to hearing from you!

[Victoria]

Hi again, @Bushra-s.

Thank you for your reply and for providing a bit more context.

Since you are still experiencing the same issue after removing the domains you do not use, I recommend reaching out to our support team. The next best course of action will be for our team to look into testing the checkout to see if we can replicate the issue. Could you kindly reply to your existing support ticket?  

[Bushra-s]

Thank you Victoria. 

I am not sure how can I follow up with the support team from the point we stopped. I think I will have to explain the whole thing again 😶 

[AlexYZ]

These was some of the weird problems in checkout, I try 4 devices of my family, latest android phone, latest laptop version up to date, iPhone 6s ios version 14+, iPhone 5s ios version 12+. The iPhone 5s were the one that are not able to checkout and shows the checkout screenshot you attached. Soo I thought it could be a theme issue and I use mine iPhone 5s to checkout other e-commerce site as well using dawn theme and it succeed to checkout. Not sure whats the problem here!

[rosiewb]

one of customers also reported this issue and it started yesterday. We haven't made any changes to the shop... any general update on this issue?

The  user in question is the UK and using safari.

[AlexYZ]

Ask your customers about their iPhone or Imac device which they are using and what ios version? Could probably happen to old device only

[Bushra-s]

It happened to one of the customers using iphone 12 pro max. 

[AlexYZ]

Wow, surprise me, you can try to ask customers to clear cache and cookies on their browser or even try to use chrome or another browser to checkout.

[AlexYZ]

Wow, surprise me, you can try to ask customers to clear cache and cookies on their browser or even try to use chrome or another browser to checkout. For my iPhone 5s, I did try the opera browser to checkout but still fail to checkout, can't test on brave or chrome browser since iPhone 5s max ios version is 12+ but those browsers required ios 14+. I do suggest reach out to support since we all have the same issues!

[AlexYZ]

Definitely ask customers to update to the latest ios version

[Zuzzi]

Hi Victoria,

This is happening to my store also. Exact same as how Bushra described. I contacted Shopify help Center last week and someone chatted with me and said everything is normal, I confirmed that was he sure cause he said no issue was found so nothing need to be fixed

 

. After that, I still have customers said they can’t checkout. He told me to follow up with email. I sent several emails including screenshot 3 days ago and I am waiting for reply. I lost many sales because of this issue which affected my business severely. Please escalate this further as soon as you can. Many other stores are experiencing same issue so your help is very important to us. Thanks 

[EtienneDG]

Same here! Raised the flag to Shopify support twice last week and no reply yet. The agents were not aware of this issue. How come it hasn't become a priority for Shopify yet? We are loosing a tremendous amount of sales each day. We tried identifying and fixing it ourselves but weren't able to. 

[EtienneDG]

@Bushra-s  @Zuzzi @AlexYZ Are you using a third party app for your tracking tags or Google Tags Manager?

[AlexYZ]

Nope, didn't have that at all, Just use default Shopify for tagging the product.

[yusheng]

One of my customers also shared that they have the same issue. Please fix this ASAP

[hairyjayne]

I am having this problem with a customer currently. My conversion rate has been a lot lower than usual for a while now and I'm also wondering if this is costing me sales. How do I get this looked at please? How do I contact someone from Shopify Support? Thanks

[mdavid]

Yes! I have been made aware of this problem today by some of our customers, unfortunately. I've tried a couple of different computers and browsers where the checkout was successful, but on an older Mac (2015) with Safari I get the error message shown above (There was a problem with our checkout) right before it loads the checkout potion where an email and address need to be inputted. Have tried clearing cache and history to no avail. Can anyone help?

[Victoria]

Hi, @mdavid.

Thank you for joining in on the thread! 

Could you ensure the web browser is up to date on the latest version (we don't support every browser, but we do support these ones.

If the issue persists, please submit a support request via the Shopify Help Center so our team can troubleshoot and gather more information. 

[LLCWigiwama]

The same issue has recently occurred to us too! Thanks for raising the issue here. 
We will also contact support. 

[HHDK]

We got reported from multiple customers as well. 

This must be a priority. When an error occurs, Shopify should be able to point out WHY and not just "Something went wrong".

Especially when an error affect the income for the merchants, it should be flagged high priority and processed quickly.

So please, Shopify, can you help us?

[HHDK]

We did try to revert one shop back to an earlier version of the theme we used when the error was not reported. 

The same customers are still experiencing error.

[AlexYZ]

It is probably Shopify or Apple IOS issue since probably happen on apple devices only so far from what I see, I was able to checkout during May and try to checkout a few days ago and also saw some group posting about this issue as well. 

[studio2f]

We’re experiencing the same problem and customers complaining that they’re receiving this error and can’t checkout

[Victoria · Accepted solution]

Hi, all.

Thank you for joining the thread and sharing the issues your customers have been experiencing with the checkout.

Shopify received reports of numerous customers being affected when moving from the Cart page to the checkout and are receiving the following error message: "There was a problem with our checkout. Refresh this page or try again in a few minutes."

Our developers have since resolved this and your customers should be able to proceed to checkout. I recommend clearing your cookies and cache and completely rebooting the browser before proceeding. 

We appreciate your patience and understanding as our developers worked to have this resolved for you. 

[AlexYZ]

Thank you Victoria, problem was solved on my device that was unable to check out before! Thank you again Shopify team for the awesome work.

[Victoria]

Thank you for letting us know, @AlexYZ.  We're glad to hear the issue has been resolved on your device.

If you have any additional questions, please feel free to thread them here.

Take care!

[HHDK]

Thank you @Anonymous !

[dejapt]

Hi @Victoria,

We are still having this issue. It seems like the checkout works properly for one day and then it doesn't work for the next couple of days. Then it breaks again. We lost a lot of sales because of this. We pay a lot of money to Shopify and are not happy that this issue has been ongoing for months now.

Can you let us know why the checkout keeps breaking and what is being done for this to be fixed permanently please?

Thanks

Deyan

tradevehicleparts.co.uk

[Victoria]

Hi, @dejapt.

Welcome to the community and thank you for sharing your question.

I can definitely understand your concern and the impact this has on your business and customers. 

I would like our team to take a closer look to investigate the issue further as we do not have access through our community forum. Could you head over to the Shopify Help Center to create a support request? 

[LLCWigiwama]

Hi,

Thank you for your email!

I believe that this conversation was received by mistake.

Could you please confirm that?

Kind regards,

[RUdirect]

I am having this issue too.

If shopify can't sustain a working checkout, what is the point of this platform? This has been an issue intermittently for months now.

[JusticeA]

We are having the same issue and have complained about it MANY times in the past. I don't know why this isn't resolved yet.

[EtienneDG]

Hi Alex,

Do you mind sharing what you've done to make it work? I'm still having issues unfortunately

[AlexYZ]

Hi, can you tell us what device are you using to checkout? I just try to checkout and it works, try clearing your cache and cookies!                                                                                                                                                          

[EtienneDG]

I've made some tests (multiple devices and browsers) and couldn't replicate the issue on our end. But some clients still encounter the issue. Clients don't know they have to clean their cache until we tell them to, unfortunately. We use Google Tags Manager for tracking, should I remove the scripts? I saw it might be the issue. 

It seems like most people that have the checkout issue are using an Iphone. Any help would be great, I am starting to be out of resources and Shopify support isn't helping much

[AlexYZ]

Hi, Shopify said earlier they were having problems with google tags manager earlier on for checkout but not sure they said they fix it. Try turning it off and check with your client and let us know, thanks!

[EtienneDG]

Yes I turned off GTM, but we continue to have the issue unfortunately

[mattcrane]

Hi Victoria,

I've gotten this message from multiple customers who've been trying to checkout this weekend and today. They've tried multiple devices (iphones and macbooks) and repeated the issue – although I can't seem to replicate it.

This is after they've entered their payment information (one used shop pay and one entered credit card details).

Assume that more people have had this issue, but just not contacted us. 

Any advice or tags that we need to remove? We're using northbeam and gtag for purchase order status scripts, but I wouldn't think that would affect anything.

[Victoria]

Hi, @mattcrane.

Thank you for joining in on the thread!

As of today, we haven't had any reports or current issues on our Shopify Store Status page. Seeing as this issue is still affecting your store, our team will need to take a look at the backend of your account.

In order to do so, could you please create a support request through the Shopify Help Center? You'll need to follow the prompts to view our available contact options. Your account will need to be authenticated so our team can provide account-specific support. 

Please let us know if you have issues accessing the help center or have additional questions. 

[Bushra-s]

Hello!
Thank you for following up. I do still have the problem, and I honestly
felt like the solution Shopify support is giving me does not make sense.
The problem, as I understand it, is that this error page appears to
customers who didn't update their browsers. I wouldn't ask every single
customer reporting the same issue to update their browser. I would
appreciate it if we could get specific technical support.

P.S the Shopify Help Center in the email I am replying to is not working.

Looking forward to hearing from you,

Bushra

[Victoria]

Thanks for following up on this thread, @Bushra-s. 

I understand your customers are still experiencing an error message at checkout. It would be best to create a support request through our help center so our team can look directly into your account.

I'll share the correct link to the Shopify Help Center and the steps below to ensure you're in contact with a member of our support team.

How to contact Shopify Support:

• Navigate to the Shopify Help Center and log in to your store.
• Select Money from the topics provided.
• Select Other from the subtopics provided.
• On the following page, you'll be able to view our available support options.

Please let us know if you run into any issues while accessing our help center.

[dmmk]

It would be very helpful if we were provided a means of detecting such issues, whether in Abandoned Checkouts, Analytics, or elsewhere. Given that the error page has a "Request ID" (see screenshot provided by the original poster above), I suspect this was logged somewhere.

We ran into the same issue yesterday but were only made aware of it because a customer reached out to us. It is not great to have to rely on customers to be alerted of such critical issues.

[THEBUTVIDAS]

100% not true. Customers still today are emailing this problem.

[BrightPress]

Hi Victoria

I've had a frustrated customer try to purchase off our website but has received the "problem with our checkout" error page. This is a loss of a sale, especially in the busiest time of year. They were kind enough to let me know, but how many others that tried purchasing and just simply gave up. I have done some testing, and it appears the error page only appears on our computer's Safari browser. Please can someone help fix this? I can see that this issue has been ongoing for st least 18 months now. 

[WendyTT]

I’m having the exact problem too with multiple customers and myself, as of today. Cleared cache, used multiple browsers, incognito mode, Wi-Fi, mobile data, the whole lot, and still didn’t solve it. Reached out to the Help Center people, and they could not replicate the same issue, so they don’t know how to help. The strange thing is, we’re a bilingual site, and checkout works for one language, and doesn’t for the other (the default language). In addition to that, since checkout stops working for the default language, we’re not receiving any order notification via email as before, even though we do get alerted on our phone via push notifications @Victoria 

[Lilshopofhorror]

I have had two customers try to check out on my store and each one receives a message stating that I do not deliver to their address. They both live in the United States which is where my market is. The One customer said that when she cleared her cookies and her history, she was able to go on to my site and place an order. Is this going to keep happening or is there a way for me to permanently fix this so I don't lose customers?

[JesseLu]

It doesn't seem to be accurate that the "developers have since resolved this" because it's four months later and the issue still occurs.