A Shopify store is experiencing intermittent checkout errors where billing address input fields display red error boxes requesting information that customers have already entered. The issue affects only some customers across multiple devices (phones, computers, work computers), making it difficult to reproduce consistently.
Key details:
Store does not ship products; billing address is the only required input
Shopify support has not detected any issues on their end
Store owner and team cannot reproduce the problem despite testing on multiple devices
Suggested troubleshooting steps:
Switch to default theme (Dawn) temporarily to test
Disable third-party checkout or form-related apps
Remove custom scripts (autofill, input masking)
Test in incognito mode or clear browser cache
Current status: The store is live with active ticket sales, preventing immediate theme switching for testing. The intermittent nature suggests a potential theme/app conflict or browser-specific issue, but root cause remains unidentified.
Summarized with AI on October 27.
AI used: claude-sonnet-4-5-20250929.
As you can see, I’ve run into an issue with the checkout process on my store. When customers are checking out, they fill out all their information for the billing address (we don’t ship). However, the input boxes will suddenly get the red error box around them, saying that they need to “Enter a first name” “Enter a last name” … “Select state / province” etc. again despite it already being filled out.
Has anyone run into this issue before? If so, how did you fix it? Shopify hasn’t detected anything on their end, I had assumed it was a mobile issue but one customer has stated she’s had issues on her phone, computer and work computer.
This issue is usually caused by a theme or app conflict interfering with Shopify’s default form validation at checkout. Since you’re not using shipping, the billing address becomes the default input, but custom scripts or modified fields can break validation.
Quick Fixes to Try:1. Switch to a default theme (like Dawn) temporarily and test checkout.
Disable any third-party checkout or form-related apps, then test again.
If using custom code/scripts (like autofill or input masking), remove or comment them out.
Also, test in incognito mode or clear browser cache—sometimes autofill settings can break form logic.
If the issue persists even after all this, Shopify Support can escalate it to their technical team, especially if it’s checkout-related.
If it resolves your issue, please mark my answer as a solution, or if you want me to fix this, contact me here.
Unfortunately, we’re not able to swap to a default theme as our website is live and we’re currently doing ticket sales.
I should have specified that this is not occurring with every customer, only a few so there’s no way for us to consistently test to see whether it is working or not - I haven’t run into this issue (I’ve tested it on 2 phones, an iPad and my own laptop) and the team I work with also haven’t run into this issues - only certain customers are.
