Why is my checkout process buffering on Shopify?

Shopify Discussion
1

Hi there.

I have had two customers (in different locations) having issues with Shopify checkout. When they try to get through to checkout they are just getting a circle whirring on screen. Any ideas on how to fix it?

Thanks.

2

Hey @KathrynMutch !

Thanks for reaching about your concern and that definitely shouldn’t be the case!

Do you know if these same customers are still experiencing these issues? Would you mind sharing your store’s URL here with me so that I can test this on my side? Do you also happen to know at what stage of the checkout this is happening to the customers - is it at the payment stage? Although, from looking at your screenshot it looks like it could be before they reach the checkout, is that right?

If you can provide me with the exact steps they’ve taken that will help me troubleshoot better!

It might also be worth asking the affected customers, to clear their browsers cache and cookies as mentioned in this article here. I’d also recommend they check their web browser is supported and up to date, click to learn more here.

Looking forward to your response!

3

Hi Maz,

Thanks for coming back to me. It is before they reach the checkout as they click on the cart to get to the checkout. Has there been a Shopify update that might have caused this issue, I think we can’t be the online shop experiencing this issue. Our shop is behind a paywall which means you need a log in to access it - but the URL is trade.paragongroup.co.uk

Thanks,

Kat

4

No problem at all @KathrynMutch !

Thanks for explaining the exact issue. As your store is behind a pay wall and we because we do not have access to stores/admins from the forums here ourselves I wouldn’t be able to test this on my side.

Are you yourself experiencing this issue? If so, have you tried replicating this issue on a separate theme from your library?

If your customers have completed the troubleshooting steps mentioned, and more than a couple have been affected then I would recommend getting in touch with our live support here at this link. They will be able to authenticate your account and dig into this issue further!

Let me know if you have any further questions!