I got a report from a customer that our checkout was not working so I looked into it and the checkout button is not responding at all when I click on it and I’ve tried clearing my cache and cookies as well as incognito but nothing is working. How do I solve this?
Topic summary
A store owner reported their checkout button was completely unresponsive across all devices and browsers, preventing customers from completing purchases.
Root Cause Identified:
- A JavaScript error was blocking the checkout button from functioning
- The error originated from a third-party script hosted at preorder-now.herokuapp.com
- The problematic code appeared to be related to a pre-order feature that checks stock availability
Solution Steps:
- The script was likely added via an app or in the theme.liquid file
- Recommendation was to locate and remove the script import to restore checkout functionality
- The pre-order feature would need proper fixing later, but immediate removal was necessary to unblock sales
Outcome:
- Original poster confirmed the issue was resolved after removing the problematic code
Related Issues:
- Two additional users reported similar checkout problems:
- One experiencing payment completion failures with credit/debit cards
- Another seeking help with a non-functional checkout button
These newer reports may indicate separate issues requiring individual diagnosis.
Hi 
Could you please share your store URL and some steps to replicate the issue?
You have a JavaScript error that’s preventing the button from working:
I have no way to know what that piece of code does or why is failing, you’ll need to contact the devs who implemented it. It seems like a function that checks the stock before you can checkout.
Do you happen to know where the code is at and where I can find it?
It seems to be hosted at https://preorder-now.herokuapp.com/widget/javascript?shop=primary-airsoft.myshopify.com
It’s probably being added in “theme.liquid”, look for that URL in your codebase and you might find it somewhere. If you can’t find the import in your code, then it might be an app that’s adding that in which case you’ll need to either remove the app or contact the app’s support team.
I would just remove it as it’s currently blocking checkouts, but it will need to be fixed at some point as it seems to be what powers the ‘pre-order’ feature.
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Great thank you it is working now.
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Hello, I am having the exact same issue now with 3 different customers, all using the credit/debit card payment method. They input their card info correctly and press ‘pay now’ but it never completes their purchase.
how can this get fixed so I don’t continue to lose sales?
Hi! I have the same issue. Heres my store url:https://11azek-0x.myshopify.com/cart