Why can't some customers move to the checkout page?

Shopify Discussion
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1

Hi,

I’ve been receiving customers feedback saying that they are unable to move to the checkout page and it’s not happening to all customers…only some.

Both chrome and safari users have encountered this issue, but i’m not sure why this is happening. And it is happening on both mobile and desktop devices

please see the below for customer on-screen video reference.

https://drive.google.com/file/d/1bWSXqUKxgb4AEPBejhzYq-NQMew7htC-/view?usp=sharing - Safari Error

https://drive.google.com/file/d/1aDkX41PhozBc4FviMIvBh_3XiE0KTGNi/view?usp=sharing - Chrome Error

Has anyone experienced something like this before?

2

My guess is there is a syntax error in the code causing some break in functionality, some browsers are more / less forgiving than others so could trigger an error depending on the browser / version / system they’re using.

Here’s what I would do:

  1. Identify exactly what it means “unable to move to checkout page”. Once you have the steps to reproduce the bug you can test and debug efficiently.

  2. Then I would go to the page where the bug is happening and check for console errors (guide here if you’re not familiar: https://speedboostr.com/finding-and-fixing-console-errors/).

That may give some clues to what’s happening. Once you’re able to identify the problem you / your developer can work on a solution.