Anyone else experiencing PayPal Express checkout failures for returning/logged-in customers since early February 2026? New and guest customers unaffected.
Suspected: auto-migration to New Customer Accounts conflicting with PayPal session tokens.
PayPal revenue -61%. Case open with Shopify (#64140467).
Looking for others with same pattern to confirm platform-wide issue.
Update – February 20, 2026
The issue is still ongoing on our store. No fix has been delivered as of today.
We have been in contact with Shopify Support since February 16. After multiple chat sessions and several escalated cases, we still have no confirmed timeline for a resolution and no proactive updates from the development team.
We also noticed that a reply appeared in this thread stating:
“We’re seeing the same issue across multiple Shopify stores since early Feb 2026. PayPal Express fails mainly for logged-in/returning customers, while guest checkout works. Root cause is very likely the New Customer Accounts migration conflicting with PayPal session tokens.”
This reply was deleted shortly after posting. We would appreciate transparency on why that happened.
If other merchants are experiencing the same issue, please reply below — and consider documenting it on other platforms as well. The more stores that are confirmed affected, the harder it becomes to treat this as an isolated case.
We will continue to update this thread as the situation develops.
Update – February 21, 2026
Still no fix. Still no answers.
Yesterday evening we received a response from Shopify Support stating that the New Customer Accounts migration has been “ruled out” as the cause — with zero technical justification provided. When we asked for:
Technical explanation of why the migration was ruled out
A roadmap and timeline for the fix
A named point of contact and regular updates
We received no response. Our questions from last night remain completely unanswered as of today.
Our conversion rate has been around 1% for two weeks now. This is a critical business situation caused by a platform-level failure.
We will keep updating this thread.
Update – February 24, 2026
Three weeks since the issue began. No fix delivered.
A brief summary for anyone finding this thread:
Since approximately February 6, PayPal Express Checkout has been failing for logged-in / returning customers. Guest checkout works normally. We identified the issue ourselves, opened support cases, and escalated multiple times.
Timeline of our support interactions:
Feb 16 – First contact with Shopify Support
Feb 20 – Support stated the New Customer Accounts migration has been “ruled out” as cause — no technical explanation provided
Feb 20, 21:02 – We submitted three direct questions requesting technical justification, roadmap, and named contact
Feb 20 onwards – No response to any of those questions
Feb 24 – Still no update, no timeline, no contact
We are also aware that a reply in this thread — describing the same issue across multiple stores with a likely root cause — was deleted. No explanation was given.
If you are affected, please reply. This thread exists so the issue cannot be quietly closed.
Hello! I have the same problem. The PayPal Express Checkout button specifically is not working. It does not allow people to complete the payment. And unfortunately, on the basic Shopify plan I cannot remove it, so people are unable to finish their purchase on the website.
I wrote to Shopify technical support, and they directed me to contact PayPal technical support. PayPal technical support said that this is a Shopify issue that they should have already fixed. In the end, I left for a business trip and simply do not have time right now to spend more time on these endless technical support chats that just send me in circles. For now, I have simply disabled PayPal. When I have a bit more free time, I may return to this battle.
Thank you for confirming this and sharing your experience! I saw that you simply disabled PayPal, but unfortunately, we sell primarily in Germany where PayPal basically has a monopoly. Turning it off completely is just not an option for us as it would kill our sales. We rely on Shopify to actually fix this.
Update – March 5, 2026: The issue is back. Conversions dropped again.
A few days ago, Support informed us they deployed a fix for the PayPal Express Checkout bug (where the shipping address wasn’t being correctly applied for returning customers upon redirect).
For a brief moment, our PayPal checkout share returned to normal levels (around 50%). However, it seems the fix was either temporary, incomplete, or broken by a new update.
As of yesterday (March 4th), our PayPal conversions completely crashed again. We had 1.43% conversion rate, with multiple abandoned checkouts specifically at the PayPal stage. Real customers are clearly hitting a wall again.
I’ve asked Support (Ticket #64140467) to immediately review the backend logs of yesterday’s abandoned carts for our real German customers to see exactly where the checkout is failing now, but communication with them is incredibly slow and they ignore direct questions.
Has anyone else noticed a sudden drop in PayPal conversions again over the last 24-48 hours after previously seeing an improvement?
Update – March 8, 2026: Shopify officially confirms the initial fix was unsuccessful.
Hello everyone,
I am providing a factual update for merchants who are still tracking the PayPal Express Checkout integration issue regarding returning customers.
Shopify Support has officially confirmed today that their patch from a few days ago did not resolve the problem. I received the following statement from them:
“We have confirmed with our developers that the issue persists even after implementing the initial fix. Our logs still show the exact same error related to the shipping address, indicating that the root cause may still exist. […] We have engaged a second team of developers to further investigate this matter.”
The current facts are:
The bug has been actively disrupting the checkout process since early February.
It specifically prevents logged-in, returning customers from seamlessly completing their purchases via PayPal Express.
The initial technical fix has failed, and the issue has now been escalated to a secondary development team without a clear timeline for a resolution.
For stores operating in markets like Germany, where PayPal is the dominant payment method, disabling the gateway is not a viable business option. The ongoing conversion drops are causing verifiable and significant revenue losses daily. We have officially requested a dedicated technical account manager to ensure daily communication, as standard support channels are insufficient for a critical checkout failure of this length.
Has anyone else received a more specific timeline from their support contacts, or found any reliable workaround on the store level while we wait for Shopify’s engineering team to patch the integration?
Update – March 11, 2026: Support stalling tactics and disappearing replies
A quick update for anyone tracking this critical issue.
Despite Support officially confirming a few days ago that their “fix” completely failed and admitting that their own logs still show the exact same shipping address error, yesterday Tier 1 tried to push the ticket back to me. They asked me to manually hunt down and provide more new abandoned cart IDs for returning customers.
This is a classic stall tactic to change the ticket status to “waiting on customer” and pause their SLA timers. I refused to do their QA work for a permanent, system-wide Severity 1 issue that they can clearly see in their own server logs. We have given them a hard deadline of tomorrow (March 12th) to physically escalate this to Tier 2 / Management, provide a concrete timeline, and assign a dedicated technical point of contact.
Secondly, I want to address the disappearing comments in this thread. This is now the second time a reply confirming this exact issue has vanished from this thread, which is very weird. I received an email notification yesterday (March 10) of a reply from a user. She posted a screenshot of her PayPal Express failing with the message: “There was an issue with PayPal. Try again or use a different payment method”, and specifically mentioned seeing these PayPal problems since February.
Strangely, that post is nowhere to be found on the live forum today. Whether these replies are being deleted by the authors or removed by the moderation team, the email receipts prove that more and more stores are being hit by this exact bug.
Thank you to everyone trying to chime in. If you are experiencing this, please keep commenting, but I highly recommend taking a screenshot of your post right after you publish it, just in case it mysteriously vanishes again.
I will update you all once our deadline for Support expires. Check your abandoned carts!
Update - March 19: 5 Days of Silence from Support
Hi everyone still dealing with this PayPal Express bug.
Just a quick update from my side. After Support finally agreed on Saturday evening to create a test account in my store so engineers could simulate the issue themselves, they have completely ghosted me. It has been almost 5 days of absolute silence from the engineering team.
With the Easter shopping season starting, this checkout failure is actively hurting our revenue every single day.
any updates on this from your side of things?
been having this same issue