I am having this problem with a customer currently. My conversion rate has been a lot lower than usual for a while now and I’m also wondering if this is costing me sales. How do I get this looked at please? How do I contact someone from Shopify Support? Thanks
Topic summary
Main issue: Customers intermittently receive the error “There was a problem with our checkout. Refresh this page or try again in a few minutes” when moving from Cart to checkout. It occurs at or just before the email/address step and has been reported on Safari (older Mac, iPhone—sometimes after iOS updates) and Android; switching to Chrome sometimes works.
Initial guidance: Shopify Support requested context and suggested local troubleshooting (clear cache/cookies, incognito/private mode, disable extensions, try different browser/device, use Shopify app). Domain settings were reviewed; no definitive cause found.
Platform update: Shopify acknowledged a broader incident affecting admin and checkout and stated it was resolved, advising cache/cookie clears. Some users confirmed recovery.
Ongoing reports: Multiple merchants still see intermittent failures days to months later, with lost sales and inconsistent behavior (works one day, fails the next). Status page shows no current incident; Support advises opening authenticated tickets for backend investigation.
Workarounds noted: Clearing cache/cookies and switching browsers help some. For Android WebView (the embedded browser engine used by Android apps), enabling domStorageEnabled=true alongside javaScriptEnabled helped one developer.
Status: Partially resolved; recurring for a subset of stores. Root cause and a permanent fix have not been communicated; investigation appears ongoing. Screenshots are central to understanding the issue.