Hello,
at least 10 of my customers emailed me that they received an error message when trying to checkout and that they cannot continue with the checkout even after reloading the page multiple times.
The error message:
“Something went wrong.
What happened?
Checkout session is gone: Checkout session is gone”
Does anyone know why this is and how to fix it?
I have seen that someone has asked about this problem before and someone wrote that the problem could be due to PayPal.
However, I do not use PayPal in my shop. So the problem must be elsewhere.
Perhaps a specific app is causing the problem. We use the following apps. Do you also use one of them ?:
Fontify - Customize Fonts
Free Shipping Bar
GDPR Legal Cookie
Order picklist
Order Printer Pro
Product warnings on checkout
Quick announcement bar
Reorder Master - Repeat Orders
Shipping Restriction-ZIP Code
SmartrMail - Email Marketing
Sufio - Automatic Invoices
UFE Cross Sell & Upsell Bundle
Vela
I did some checking and for us it seems that we can not reach the checkout process only when we are signed in as admins. If you open a session (logged out as admin) all works fine… (checked with Safari + Google Chrome on multiple devices)
So do you mean that the error only occurs if you are logged in with your customer account beforehand? Or what exactly do you mean by “Admin” account? Because the error also occurs with several of our customers.
For us, the error only occurs when viewing the site while being logged in as a store admin (so my normal account to manage the Shopify store). If I pretend to be a customer (who obviously is not logged in as a shopify admin, but browses the page without having logged in) I can reach the checkout page no problem. Have you been able to replicate the problem your customers describe, while signed out of your shopify account? I tried it with a completely different device and in incognito mode in order to pretend it’s my first time on the page
We also had the GDPR Legal Cookie App installed. I uninstalled the app, but it didn’t help.
The error is kind of hard to reproduce, but tit seems that it mainly appears on mobile (especially smartphone), and if you have items in your cart and leave them there for more than 24 hours without checking out and then come back and try to checkout.
Shopify support suggested to delete my cache and cookies, but how does that help our customers
We have got the same problem and still no help. Tried put everything. It appears mostly when they came from instagram to our shop directly and try to reach the checkout.
We had the same issue and also used the GDPR cookie app from BeeClever.
We just disabled that and waited a couple of minutes and cleared cache and cookies (or used an incognito browser) and then it worked again. We have had a similar issue before, I think it happened when BeeClever made an update.
Hope disabling works for you as well, we just wrote BeeClever, maybe it makes sense if more do this?
Same here, i completely removed the app and all code snippets and cleared cache and cookies and then it worked again.
Also, conversion rate and order volume went back to normal since then.
Trying to get in touch with BeeClever to find out if they made an update at that point in time, or maybe even Shopify made an update that doesn’t work with the app anymore.
