Hi everyone,
Some of store customers shared this screenshot when they try to checkout, can anyone advise why it is happening?
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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!
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?
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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?
1 Like
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.
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!
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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?
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The same issue has recently occurred to us too! Thanks for raising the issue here.
We will also contact support.
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 
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!
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.
Ask your customers about their iPhone or Imac device which they are using and what ios version? Could probably happen to old device only
It happened to one of the customers using iphone 12 pro max.
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.
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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!
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Definitely ask customers to update to the latest ios version
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
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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.
3 Likes
@Bushra-s @Zuzzi @AlexYZ_1 Are you using a third party app for your tracking tags or Google Tags Manager?
Nope, didn’t have that at all, Just use default Shopify for tagging the product.