"Pay Now" button loads and nothing happens

LM081999129
Visitor
1 0 3

Hey there,

 

Not 100% sure what to do here. We've received 4 emails within the span of a day saying they couldn't complete the checkout process because when they click the pay now button, it loads and then just stops as if it wasn't clicked. Even after repeatedly trying, it doesn't work. It's strange because we are receiving other orders as normal, so this seems to only be impacting some customers. We do have an unusually high number of abandoned carts, and it worries me that 4 people have emailed because most people would just leave and not really bother sending an email. 

 

Screenshots of the emails below:

1.png3.png2.png4.png

 

We've reached out to Shopify Support, and they pretty much told us that it wasn't their problem and we should contact our theme developers. That would make sense, but we are not a Shopify Plus Merchant, so the developer can't even edit the checkout code.. it's all managed by Shopify... i.e. we could have any theme developed by any developer, but our checkout would still be the same and uneditable because we don't have that Shopify subscription plan... so I don't see how they would have an idea as the checkout is managed by Shopify.

 

Any ideas? Thanks in advance.

 

Link to store

Replies 24 (24)

sheridanstotts
Visitor
1 0 2

I'm having the same issue. Where you able to get this resolved?

Giftedfxbg
Visitor
2 0 0

I’m having the same issue. Any resolution?

mco_79
Tourist
3 0 4

Same Issue for me... A friend of mine that was trying to buy something on my site and reported it and that was the first I have heard of it even though I suspected something was going on. Something just didn't feel right...more traffic, less orders, higher abandoned carts. They put in all payment info, and click pay now, and it acts like it is going to load with the circle spinning progress icon, and then stays on the Payment page like nothing ever happened with no error codes given.  I'm pretty furious at this and Shopify support really did not help at all.  Spent an hour on the phone with them and also had to repeatedly bug my friend to provide screenshots and videos of what it was doing. Shopify was more concerned about getting this one order to process through troubleshooting and not at all concerned at the enormity of orders I might be losing due to this issue.  In the end, Shopify blamed it as a local issue for that customer on their machine and to clear their cookies and cache (which they did do) and try from a different device and different browser. They were checking out on a Windows desktop with standard browser....nothing unusual that could cause something like this...After trying repeatedly and performing all requested trouble shooting steps, and trying both credit card and paypal options, they could never get the checkout to work.  I'm furious and I KNOW I am losing out on sales due to an issue Shopify will not acknowledge or do anything about. It can be hard enough to convert customers into buyers,  and having something as basic as the "pay now" button (the final step in the purchase) not work is just utterly ridiculous.  But like others have said, some orders do still come through, and even doing a small test order myself went through fine so I don't get it.  It took my friend telling me there was something wrong and showing me with video evidence.  Normal customers will not even give a second chance to try and get the order to process...they just leave the site I'm sure and are lost revenue forever.  Do Better than this SHOPIFY!  If it wasn't such an nightmare to change to a completely new platform and load all of my products, images, pages, etc..., I would already be gone! I probably will have to if this continues..

MrKOYO
Excursionist
22 1 7

Hi,

Did you found solution of this issue? the last two days I have the same problem, and this problem affects users who have logged into their account. Users who have not logged in, everything works fine for them

MrKOYO
Excursionist
22 1 7

@mco_79  @Shopify 

your users who can't pay, did they also log into their account before paying?

For me, this problem only affects those users who are logged into their account! Waiting for your reply, together we will solve this problem faster

mco_79
Tourist
3 0 4

I'm not sure if they were logged in.  I don't believe they were because I created the customer and it was a manual order I entered.  I emailed them the invoice to pay later.  So they were clicking the link from the email to complete the payment which takes them to the site and I don't know if she fully created an account by putting in a password or if she just entered all of her information as a guest. She would enter all of the payment information and it would stall out when she clicked the pay now button.  It did this multiple times for her over several days despite trying the "fixes" that shopify support sent me. I finally had to enter her credit card manually to get it to process.  Very frustrating...I have no way of knowing if this is happening to other customers but I'm sure it is...

Giftedfxbg
Visitor
2 0 0
It seems to have resolved itself so I’m sure what the fix was.
MrKOYO
Excursionist
22 1 7

did you make a request to shopify support ? I have had this issue for 2 days now

Dany08
Tourist
4 0 3

Same issue here. Where you able to get this resolved?

Patrick1231
Visitor
1 0 1

I am experiencing this same issue as well with one of my suppliers sites. It's definitely on shopify's end and they need to fix this ASAP

 

MrKOYO
Excursionist
22 1 7

For me, this issue was resolved after three days. I contacted Shopify support, and they reassured me for quite some time that the problem was likely related to third-party applications responsible for the user dashboard. However, in the end, they acknowledged it was a local issue that affected many users.

 

I don't understand how they could not fix such a critical problem over such a long period. My business depends on this feature, and during these three days, we lost approximately 50% of our revenue. In response, Shopify offered me a $20 voucher, while my losses amounted to a few thousand dollars.

 

@Shopify very negative experience

Dany08
Tourist
4 0 3

Same issue here. Where you able to get this resolved? She wasn't able to use '' pay now '' button also she couldn't use '' PayPal button '' too on her android phone but when I told her to try it on another device she tried it on Laptop and it worked. I don't know what is causing it but it needs to be fixed as there can be lots of customers with this issue. When I contacted Shopify support they said it's her local issue, but it can't be as I can see I am not only one having this issue on the website. Please can someone help with it?

mco_79
Tourist
3 0 4

SHOPIFY...we are tired of being ignored and brushed aside.  This is not a minor problem that is going away on its own.  There is a clear and serious issue here affecting the performance of many of our shopify websites costing us $WhoKnows in sales and adding tons of frustration for us and our customers that expect us to have a functioning site.  The rest of shopify is pretty great, but not having the pay now button work is ridiculous and I can't even understand how that is even possible. You can't seriously expect us to ask buyers we don't even know to "clear their cookies", "clear their cache", or "try the payment on another device" just to be able to make a basic purchase.  We usually don't know 99% of these people and they don't report the errors to us, they just leave our sites.  The time is now for @Shopify to really dig into this issue and fix the problem! 

Alex2612
Visitor
2 0 1

Having same issue, OMG!!! @Shopify fix asap!!!!

bohomadrid
Visitor
1 0 1

Same issue and No resolution from Shopify. I even tried going on Test mode and checking out and it worked but my customers are not able to make payment as the PAY NOW button doesn't load. PLEASE FIX THIS!

Simplyme996
Tourist
9 0 1

did this ever resolve? How did you get it fixed?

biyabimi
Visitor
1 0 0

I'm having the same issue right now. They seem to just ignore us

AttilaDept
Visitor
1 0 0

Same issue over here... 

Jamreborn
Visitor
1 0 0

Hey everyone not sure if my solution will work for all, but here it is.  The card I had saved in my wallet was expired on the app and I didnt update with new one but thought I could just input data when checking out on websites. I simply went on my shop to pay app and changed my saved card and everything went well after.

Simplyme996
Tourist
9 0 1

Hey, I’m currently facing the same problem, did it ever resolve? Any update on how to fix this?

Simplyme996
Tourist
9 0 1

I’m having an identical experience here, just wondering how you resolved it? The payment link doesn’t work, when I take payment over the phone manually it works on my end but never for them. 

Thusithaja
Shopify Partner
16 0 1

Hi, I hope by now you have resolved your issue. The same thing happened to me. What I did was I clicked on use a different billing address option and proceeded, then it worked.  shopify.png

Simplyme996
Tourist
9 0 1

Thanks for the information, I have not had any luck with shopify helping resolve this. For invoices that I send to my customers I have to take manual payment as it wont work. The payment button just circles with nothing happening. 

holylamb
Tourist
3 0 3

Same exact issue happening here... we are in the middle of our biggest sale of the year and have received multiple reports of this from customers over the last couple days... resulting in so much revenue lost! Seems like Shopify has still not given a solution, and I've tried all other troubleshooting I've found.