Checkout says “there was a problem with our checkout

Technical Q&A

Topic summary

Checkout is intermittently failing with the message “There was a problem with our checkout,” preventing orders and causing lost sales.

  • Scope and pattern: Reported across many stores, most frequently on older Safari (iOS and macOS). A few Android cases were noted, though less common.
  • Impact: Significant revenue harm reported (e.g., ~30% sales loss; checkout-to-conversion drop-off doubled since September). Some see duplicated checkout events in analytics and inability to load the theme editor in Safari.
  • Support status: Multiple contacts with Shopify support yielded slow or no acknowledgement. Guidance has often been to ask customers to switch browsers. One store was added to a support ticket, with the note that more store reports are needed to escalate. A Shopify Support tweet was referenced; merchants say it doesn’t cover all affected platforms.
  • Current state: Mixed reports—one user cannot reproduce on macOS anymore, but many still experience the error, including recent Safari screenshots from customers.
  • Actions/next steps: Merchants are encouraged to report to Shopify to be added to the ticket. Some are considering or moving to alternatives (e.g., WooCommerce). No confirmed fix or ETA; issue remains open.

Note: Screenshots from customers illustrate the error but are not required to understand the issue.

Summarized with AI on December 20. AI used: gpt-5.
22

I just wanted to point out that we are facing the same issue.

Our dropoff from checkout to conversion has doubled! since september.

This is really frustrating to be honest, we are powerless at this point.

We have contacted support and the tech team is looking into this problem.

I hope this will be solved soon for everyone.

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