Why am I getting an error when trying to purchase a theme?

Store Design

Topic summary

Users encounter a persistent server error when attempting to purchase Shopify themes, typically after a failed payment or when updating payment methods. The issue has remained unresolved since at least 2022.

Workaround provided by support:

  • Navigate to Online Store > Themes
  • Click Actions > Buy on the desired theme
  • Click Cancel instead of Approve Charge
  • Repeat the process and click Approve Charge on the second attempt

Current status:

  • The workaround remains effective as of 2025, with users confirming successful purchases after following these steps
  • Multiple users express frustration that Shopify developers haven’t implemented a permanent fix despite the issue persisting for 3+ years
  • Users criticize the repetitive support responses and lack of progress on resolving the underlying technical problem

Resolution: The discussion remains open with an ongoing technical issue. While a workaround exists, users seek a permanent solution rather than manual intervention for each purchase attempt.

Summarized with AI on October 29. AI used: claude-sonnet-4-5-20250929.
1

hi!

We are not being able to purchase a theme for our webstore, after a missed payment approval on our end, the platform is giving an error every time we attempt to purchase it again.

Help? Tips?

Thanks

2

Hey @originmade !

Thank you for connecting with us here.

I am sorry to hear that you’re running into issues purchasing your theme for your store. May I ask what kind of error message you are encountering? If possible, a screenshot would be most helpful for me to narrow this down for you even further.

When you try to purchase the theme, are you being presented with a red server error on each attempt?

You mentioned that you missed a payment approval - can you elaborate on this some more? Do you mean that the payment failed? Sometimes if the transaction has failed on the original payment method, and you try to add a new payment method, the theme purchase can fail, so this might be what’s happening for you here. Please let me know if that is the case!

I’m also curious to learn more about your store and what type of products or services you’re offering? Just so you know, we are not only here to help out with tricky technical questions but also to help you grow your business and provide marketing tips, so if you have any questions, just shout!

3

The first time we tried purchasing we missed the approval on our bank app, since then the error started appearing, we changed the payment method hoping it would work but still nothing.

Thanks!!

Screenshot-2022-08-22-at-13.43.26.jpg
Screenshot-2022-08-22-at-13.43.26.jpg1672Ă—990 97.1 KB

4

Hello @originmade !

Many thanks for the screenshot, it is such a great help.

I can see from the screenshot you’re experiencing the error I mentioned above, this is something that sometimes occurs when a new payment method is added and our developers are working to get this fixed. In the meantime, we suggest trying the workaround below, however please double-check there is no charge already made on your account;

  • Navigate to Online Store > Themes.

  • Next to the theme they’re trying to purchase, click on Actions > Buy.

  • From the purchase page, instead of clicking Approve Charge click on Cancel at the top right-hand corner.

  • Once you are redirected back to your Admin, repeat steps 1-3 but instead of clicking on Cancel, this time click on Approve Charge.

    ![23-23-55613-15726.png|1513x681](upload://qrOF42VY3vRD0sqM0ZW2Tyw86so.png)

Let me know if that works for you. If you’re still having issues after trying the above workaround, then please get in touch with our live support here, so that our technical team can take a closer look at it for you!

1 Like
5

I can confirm that in 2025, this still works. I had this same issue with the Stiletto theme and yes, I happened to update my credit card since I was issued a new one. I kept getting the server error.

I did exactly what was stated here. Click “Buy” (I don’t get an “approve” option), then on the following page, clicked “cancel” then it redirects me back to the online store and I clicked buy again, and this time choose “buy theme”. Purchase was successful. I was stick on this for almost an hour.

It is a shame that Shopify developers haven’t figured this out since 2021. This is terrible and not a great experience at all. No respect for people’s time.

6

Its funny Maz from shopify sent this from 2022, but it still hasn’t been fixed. whats more even ridiculous is that the an agent sent me the same BS instructions thats on here. You staff mdmebrs are not in the business of helping anyone, you’re just rats doing as you are told, scripted text that hasn’t changed over the years. It’s 2025 going 2026. I came here looking for answers and to my disappointment.

7

Same. Having the same issue and its April 2025. They keep giving the same BS answer. Have you guys not made any progress over the years!? Makes no sense