My customers are advising me that they cannot checkout in safari. They are clicking pay now but it doesn’t move forward. When they go into my LINKTREE from Instagram, they can pay. This has affected 4 customers so far this morning that I know of. This is unacceptable, please let me know what is going on.
3 Likes
Thanks for joining the Shopify Community to request help - you are very welcome here.
I understand that some of your customers using Safari are seeing errors in your checkout, and you are hoping to get to the bottom of what is happening. I would be happy to provide some advice here.
Can you confirm if this issue is common to any specific payment method, such as Apple Pay? Are you seeing this error yourself when trying to test an order using Safari? Also, have you identified any patterns to this problem besides the Safari browser such as customer location or device type?
For the moment, I would recommend suggesting to your customers that they clear their browser cache & cookies, and make sure Safari on their device is updated to a recent version, and that the iOS version is updated also. If they are seeing issues with Safari, then they can try a different browser to see if the issue persists.
Do you know if you have changed anything on your store recently that could explain this sudden error in the checkout? Things like theme updates or code changes, third-party apps being installed/removed, or other payment gateway changes could potentially be responsible for this.
Feel free to provide some more information about your current setup here if possible - sharing screenshots of any relevant errors. You can also feel free to contact our support team directly using our help center. That way, we can take a closer look at your setup and try to identify where this issue might be arising from.
This is happening to me also for about a week now and it came out of nowhere. Have you fixed this or found out anymore information?
Rick, this is happening to me also and has been for about a week. Customers on Apple devices aren’t able to get to or past the shopping cart. They say that nothing loads. I have opened multiple Shopify tickets and they all keep giving me the same information with no help in fixing the issue. If this is happening to multiple customers then it’s not a cookies issue. Please help!
1 Like
Hi, we are having the same issue with the check out on our Shopify page. Please solve this.
1 Like
I created a new topic in this forum with videos showing the problem on my website. This is an urgent issue and needs to be addressed immediately. Here is the link where you can see the videos. https://community.shopify.com/c/payments-shipping-and/urgent-customers-on-apple-devices-can-t-check-out-for-more-than/td-p/2034320https://community.shopify.com/c/payments-shipping-and/urgent-customers-on-apple-devices-can-t-check-out-for-more-than/td-p/2034320
2 Likes
Thanks for reaching out here to let us know. I understand that checkout issues are never ideal, and can be disruptive to your business.
You mentioned that you have been working with our Support Team already to try and address this issue you are experiencing - can you confirm if you have also passed on the information provided in your Community post here, so that it can be used to help you diagnose the problem?
I understand that sometimes having to wait for our internal teams to process replies and work through troubleshooting steps can be less than ideal, however it is often unavoidable when it comes to certain technical issues that require time in order to be investigated. Did our support team indicate that it was being worked on by another team, or perhaps they provided you with some troubleshooting steps?
Can you please confirm the theme you are using on your store? For testing purposes, I would recommend installing a clean, unedited & fresh copy of a free Shopify theme to your store, and then temporarily publishing that as your live theme and testing to see if the issue is still occurring there. If the problem goes away, then it could indicate an issue with your current theme setup or possibly apps you have installed.
Are you using a Shopify-developed theme, or a third-party one? If the theme is designed and supported by a third-party developer, then you may need to contact their support team for assistance, as our own support may be limited in those situations as we cannot troubleshoot third-party code. Without being able to access your support ticket I cannot see any of your previous interactions with our team, so I can only go off the information you provide here in your replies.
Please be advised, contacting our general support team multiple times regarding the same issue and creating multiple tickets is unnecessary and will not speed the process up. Replying to your currently open ticket will put you back in touch with our team, so feel free to add any follow up information or updates by simply replying to your current ticket.
Hi Rick,
I have indeed notified Shopify in my ticket about the updated info and videos of the errors that I was able to replicate. It’s been almost 24 hours and I haven’t received a response and the issue is still persisting on my website, and other Shopify customer websites.
We are using a third party theme, but I don’t believe that is relevant to the issue, as the issue happens when clicking away from the theme to checkout from the shopping cart (customers are redirected to Shopify to put in payment information). Something about the URL that Shopify redirects people to is causing the issue.
My original support ticket is: 37794762
The URL to my forum post about the issue with videos showing the error I was able to replicate is:
Thanks
Thank you for getting back so quickly with more information.
That is great that you have already updated the team via your support ticket with the videos of the errors. It may take our team a bit longer than 24 hours to process the extra information that you provided in your ticket, and then revert back to you with an update.
I understand your logic regarding the theme, and how it shouldn’t affect the error as it is redirecting to the Shopify checkout. Can you confirm if you have tried testing this with a Shopify-made theme, as per my previous suggestions? It would be a crucial troubleshooting step in my opinion, as it would help to narrow down where this problem might be coming from, and if it might be theme related.
Hi Rick,
Yes indeed. Last night I installed one of Shopify’s free themes and the error happened just the same. I recorded a video of the error using the free theme and will paste the link below. I can also see from all 6 of the videos that I have uploaded to Youtube and sent in with my tickets that nobody is watching them. My tickets are not being responded to and it’s been more than 48 hours. https://youtu.be/hHXLSkN2g-g
Hi.
Ive just opened my store and this is also an issue with us. I have cleared Browers ectectect. Customers go to checkout and cant proceed any further as it says “There was a problem with our checkout. Refresh this page or try again in a few minutes”
2 Likes
Thank you for trying the Shopify theme, and for confirming that the issue still occurs there. This would suggest that the problem might not be related to your theme code setup. I appreciate you going to the trouble of recording a new video also.
Are you using any third-party apps on your store, that may in some way be related to your cart or checkout? Feel free to list any apps here, or provide some screenshots that might be helpful.
You mentioned in your other post that you noticed the issues were coming from a few Mac operating systems in particular: Sierra, High Sierra, and Mojave. Have you confirmed that the Safari browsers are updated to the most recent available release, and that the OS is up to date also? As you can see here on our help center, older operating systems can be problematic and might not support the most recent version of the Safari browser. Shopify supports the latest two versions of all major browsers.
Can you confirm when you last received a reply from our team on your previously mentioned support ticket, and how long it has been since you last replied? I know that having to wait for replies isn’t ideal, but I can assure you the team will be working as fast as possible to get a reply to you, if one is merited.
@madreterra2023 Thank you for joining in here also to let us know you are experiencing issues. I would suggest contacting our support team here so that we can take a closer look at what might be happening with your checkout. Feel free to let me know if you have any other questions, and I would be happy to assist.
Hi Rick,
The few test systems I was able to replicate the errors on were using the most up to date versions of Safari, and of the OS.
I have two Shopify tickets, and one hasn’t been responded to in almost a week and keeps getting closed, forcing me to reopen. The other ticket was replied to over the weekend and asked me to delete the most recent app I had installed prior to the errors starting. I deleted the app, and the error persisted. I replied back this morning and told them that the apps were not the cause.
I have written a list of my apps below, however I have already tried disbabling or uninstalling all of them, and the error is still happening when you try to click to checkout from within the shopping cart.
It looks like more people are jumping in on this topic with the same issue, and while I understand that we need to narrow it down, its becoming clear that the problem is not related to themes, or apps. We received messages all weekend from customers still unable to checkout on Apple devices. I also have gone on to about 12 other Shopify websites and replicated the same error, including another company in my same niche that is much much larger than mine: CandyStore.com . When you add something to the cart, and they try to click checkout, it times out. I recorded a video as well.
Current Apps:
Chargeflow
Shipping Manifest
Order Picklist
Rapid Search (installed after this error began)
Also Bought (installed after this error began)
Recovert Upsell & Crossell
Sales Popup
Trust Badges & Icons (installed after this error began)
Loox
Infinite options
Faire
Klaviyo
Shopify Inbox
Thank you
2 Likes
Thanks for this extra information.
It sounds like you have already extensively tested your apps to check if they were affecting things - thank you.
My troubleshooting steps here will be somewhat limited, as I cannot access your account or view any of your store information. I would suggest following the troubleshooting advice on your support ticket that you said you recently received a reply on. Engaging with the support advisor there, and following along with any steps provided, as well as replying to them with your findings will be the best way to proceed with this.
If you feel that you are not receiving timely follow ups to your replies, then you are welcome to contact our support team directly to inquire about the ticket status. However, please keep in mind that for certain technical troubleshooting issues such as this, it may take a bit longer for the team to revert back with their findings.
This is a followup for anyone reading this who’s having this issue. After 3 weeks of endless tickets I finally found a Shopify rep who got an answer for me, but it was not an answer I was expecting and I am shocked. You all should be too.
Every single store running on Shopify is having this issue and you may not even be aware of it. Shopify is claiming that they no longer support old Apple devices, and basically we need to accept that we’re going to lose sales, and that we should ask all of our customers (mostly who are senior citizens) to go out and buy a new device if they want to use our website.
While I understand that there are limitations, this isn’t happening on PC or android devices, and is only now happening suddenly on Apple devices. Shopify is saying that they won’t do anything about it but I finally have an acknowledgement that there is an issue. I am going to past the last email I received from Shopify support but if your customers reach out about this then don’t bother giving them any of the suggestions on how to fix it because none of them work. The only way they can fix it and continue checking out is to use a different device.
Our Technical Support team advised me that you are replicating hardware, software, and browser versions that Shopfiy no longer supports. What they found by reviewing the videos that you sent is that you are using MacOS Mojave, MacOS HIgh Sierra, MacOs Sierra, iPhone 7 and iPad 5th generation.
Shopify does have limitations when it comes to supporting old systems, and our best recommendation to move forward is to ensure that you are using our supported browsers and software versions. The resources below shows you the browsers that we support, and it has to be the one of the two latest versions of software.
If your devices, or customers devices are not up to date, this will cause errors, such as the ones that you are experiencing. If you are using the most up to date browser and it still is not working, it could also be that you need to update the operating system. I can understand that this might not have been the solution that you were looking for but we can confirm that it works when using our supported browsers and there are no errors with our online checkout or the ability to connect to it when in cart. There are also other local trouble-shooting steps that you can perform, and I encourage you to go through them step by step. That being said, if you have customers that reach out to you that can confirm that they are using the most up to date software and browsers, and still having issues, this is when we would need a video that shows the steps taken by the customers.
Please go through each step below to ensure that you are set up correctly on your devices:
- Clear the cache and cookies (in Chrome, use the “all time” time range).
How to Clear Your Cache on Any Browser - Open up an incognito/private window and log in to your store and see if you can view the orders
How to go incognito in Chrome, Edge, Firefox, and Safari | Computerworld - Ensure that your web browser is up to date on the latest version
Update browser. How to update my browser on my phone or computer - Update your laptops operating system to ensure that it is also running on the most up to date software
How to Update Your Software - Make sure you area allowing pop-ups in your web browser.
How to Enable & Disable Cookies in Your Browser | Avast - Ensure that you are not using a firewall, such as a VPN (virtual private network)
How do I check if my VPN is blocking me from doing things?
4 Likes
Thanks for following up with what the Shopify rep said.
Not surprising to see they led you in a pointless direction for so long, that seems to be what they do a lot instead of admitting that their system has issues.
1 Like
Hey BusterandBellas, what can’t I click your link here? It says access denied
Thanks for all your great info here, not that there is a solution tho,
Shopify wanna be careful they don’t end up.with a class action suit against them, as alot of people are paying alot of money to send traffic to their stores!
I’ve had to make people call our phone and process the transaction over the phone! Definitely a scalable way to run a business…
2 Likes
Shopify deleted my entire topic in an effort to suppress what’s going on. I imagine that millions of dollars are being lost every day on every Shopify site because of this problem and they simply refuse to fix it. They blamed everyone else during all of my correspondence with them about it and in the end they told me that they simply can’t be expected to continue supporting old apple devices. That said, one of the devices I tested it on was only 4 years old. They won’t do anything about it unless us customers force them to.
3 Likes
wow! yeah it felt suppressed when i tried to open that thread!
Im actually shocked. not that I have any financial sway with shopify but I am looking into Bigcommerce as this is completely unacceptable,
Its so tiring hearing their reflective listening in all their replies to our questions, Its not a therapy session shopify, Fix the problem
1 Like
Hello,
So I can give you first hand experience, as I have battled this since last year June/July contacted Shopify, we spent close to a month back and forth on this issue, and THEY COULDN’T RESOLVE IT! It is sad because they absolutely should know what is going wrong, if it is not an isolated problem. This is me, almost a year after still looking for a solution and that why I came to check if anyone else has the issue, and voila! I am not alone. T