Why can't customers proceed from cart page to checkout?

Shopify Discussion
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Wondering if anyone can help here, we’ve had loads of customers today saying they can’t can’t past the cart page to the checkout comes up with an error message or not loading.

After talking to customers on the phone few said they were using Safari on a Mac however we use a Mac and tested and was fine. Not sure why people are having problems.

Cam anyone help ?

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Hi, @Matty5951 .

Thanks for posting in our Community Forums and sharing that screenshot with us.

If you weren’t able to replicate the issue on your end, chances are there may be a local issue at play that’s preventing some of your customers from checking out. It could be a browser or device caching issue, or even an issue with their internet provider.

To initially troubleshoot this, if a customer reaches out I recommend sending them the following steps for them to complete on their end:

  • Try to access our website and checkout via an incognito window.
  • Or, you can use your usual browser but to clear the browser’s cookies and cache prior to accessing our store again.
  • You can also try another browser. For example, if you’re using Safari, you can try Chrome or Firefox to see if that makes any difference.
  • You can also try to use another device, such as your mobile or a tablet.

If you have a more detailed example from your customers, like a screen recording, that they’ve shared with you, feel free to also contact our live support team in case we have any further tips or troubleshooting methods we can offer from our end. We can also securely access your account to double check that everything is functioning as intended.

To get in touch with our team, you’ll need to login to your store via our Help Center here. Once logged in, select a topic that best fits your query or situation. From there, you’ll be taken to a page with a list of relevant support articles, and you can scroll to the bottom of that page to select your preferred contact method with our team. Our live support team will be able to assist you further from there.

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@Kimi_2 , whenever I’ve run across the error showing in the OP’s posting, it’s due to a HTTP 500 server side error (as can be confirmed in the browser’s network tab). So irrespective of why this happened (browser, caching issue etc.), the error is a server side error and so should be investigated by someone at Shopify to look at their server error logs. Maybe OP can request one of the customers who face this issue to provide more details about the error by looking at the network tab when it happens.

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Hi Matty,

I have been having this issue as well. Some customers seem to be able to checkout, others can’t and just get an error message “There was a problem with our checkout”.

Noone at Shopify seems to have a clue about this and it is very concerning. This has been happening intermittently for months now, and it is possible it is happening to many customers (not everyone will email asking why it is not working).