Proble with entering credit card information on mobile for my shopify store

Payments + Shipping & Fulfilment

Topic summary

Mobile checkout issue: the credit card information fields are not appearing, preventing entry of card details. A screenshot was shared showing an error state during checkout.

Clarifications requested by support:

  • Is the problem occurring when the store owner tries to purchase on their own store, or for customers?
  • When did the issue start?
  • Does it persist across different browsers, devices, and internet connections?
  • What exact steps lead to the error page? Do payment fields appear initially, or are they missing before any attempt to pay?

Context: The checkout page is where buyers enter payment details (e.g., card number, expiry, CVV). Support notes errors typically show after an attempted checkout, so it’s important to confirm if fields are missing from the start.

Action items:

  • Test on multiple browsers/devices/networks.
  • Provide a step-by-step reproduction and timing of the issue.
  • Confirm whether payment fields ever render before submission.

Status: Unresolved and awaiting further information; no fixes or outcomes yet.

Summarized with AI on January 6. AI used: gpt-5.
1

I got a proble when i want to order from my store on online the text box for the credit card information doesnt show

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420570894_1071743244159535_8813059695155442436_n.jpg157×350 9.32 KB

2

Hi, @Krisztian08 . I’m happy to look into this with you. I just have a few questions to make sure I’m giving you helpful advice going forward.

  • Are you trying to make a purchase on your own store or is this happening to your customers?
  • When did you first notice this start happening?
  • Is the same issue happening when it’s attempted with different browsers, devices, or internet connections?

Can you also walk me through the steps you’re taking before seeing the page and error messages you shared? The checkout page typically shows errors like this after a checkout has already been attempted. Are the fields for your payment information appearing before a checkout is attempted? Or are these fields already missing when you first get to your checkout, before attempting any payments?

Once I have more information about what’s happening I can suggest more to help. Please let me know if you have any questions in the meantime!