Checkout on desktop freezes at the payment step: the credit card fields appear greyed out, the page becomes unresponsive, and may crash. Mobile checkout generally works, though a few users reported failures on both desktop and mobile.
The issue appeared suddenly without new apps or major changes; only minor CSS edits were made. Switching from the Bogus Gateway (test provider) to Shopify Payments did not resolve it, indicating it was not gateway-specific.
Multiple developers confirmed the behavior across browsers and devices; one noted it worked in Chrome’s device simulator. Screenshots were shared showing the disabled payment form.
Shopify Support acknowledged the problem, collected reports, and on Aug 12 said internal teams were investigating the unresponsive payment page. Shortly after, users reported checkout started working again without any local changes.
Final update: Support confirmed the issue has been fixed. No root cause or merchant-side workaround was provided. Status: resolved.
Hi everyone, first post here and English is not my first language so please forgive me if anything is wrong.
I am working on a development store https://mana-prova.myshopify.com/ and I am facing an issue with the testing of the checkout process: everything works fine up to the selection of the shipping type but, when I press the “payment” button, the next page loads with the form where the credit cards information should be inserted greyed out, then the page freezes and ultimately crashes.
This happens regardless of the desktop browser I use.
The weird thing is that on mobile everything works smoothly, there I can fill out the form and submit the “test payment”
I already contacted the Shopify Support and they told me that it might have been because I was using the Bogus Gateway as the payment provider but that seems not to be the case since the problem persist after switching to Shopify Payments and also because it was already working on mobile
An important note is that everything was working correctly up to two days ago, then yesterday it suddenly stopped working, no new app installed or major changes in the meanwhile, only a few css edits
Unfortunatelly nothing relevant, the support team contacted me again yesterday telling that they are gathering feedbacks from other developers and stores to better investigate the issue.
I have this problem since the beginning of July. I have reported multiple times to the support and they’re still investigating.
On Aug 12 I received an update:
"Hi Mario,
Christa here again from Shopify’s Technical Support Team, we truly appreciate your patience on this matter.
We’d like to provide an update regarding the ongoing investigation into the issue with the unresponsive payment page at checkout. Our internal team and developers are diligently working on this matter. They’re committed to identifying the root cause and implementing a solution as quickly as possible. We’ll continue to update you on any progress made. We understand the importance of resolving this issue for the smooth operation of your online store and appreciate your patience during this process.
Respectfully,
Christa | Shopify Technical Support"
In my case neither mobile phones nor chrome mobile simulator works. :((
