After years of using Shopify, suddenly we are getting 2+ customers a day contacting us saying they cannot reach checkout. All get a spinning pinwheel and can not get past it to checkout even if they reload the page. Is anyone else having this problem and how did you fix it? Using Impulse 5.5.0 (which is a new Theme for us this season). Thanks.
Hello @beckyppsg !
Are you also able to see the same issue when you try to get to the checkout on your store? It would be helpful if you could share the URL of your store with me here so that I could try to get to the checkout myself and see if this occurs.
Also, if you have contact with those customers, could you please ask them what device and browser they use when this happens? Any other context would be useful here.
Thanks for checking in, Lana. We don’t see the same issue when we check out, but the description of the problem from our customers is consistent - they click the blue check out button and then can’t progress further. When we ask, Google and lap top seem to be the primary tools they are using. These are customers who have successfully used the site for years. Our store is password protected (and always has been) because it is a professional purchase site. We never had problems until we changed themes.
I see! Looks like your new theme must be related to this then. Since it is a third party theme, our own support won’t be able to properly investigate this for you, however I had a look and I found the contact options for your Impulse theme on their developer website here. Get in touch and maybe even link our forum thread when you do to give them all of the context quicker!
Thanks, Lana, I have reached out to Archetype support regarding the theme.
As an update to this post, we have deleted all Apps from our store except Avalara because Archetype has told us it is an App issue and we still had 5 customers contact us in the last 48 hours because they can’t check out. We are going to abandon this theme as the issue appears to be unresolvable.