When I click on “Checkout” after purchasing products on my website, nothing happens. It’s like the button is frozen. It won’t advance to the calendar screen to select pick up date. And it won’t advance to cart. I just recently changed my domain and my bank account. Could this be the problem?
Thanks
Hey there, @tml27 . Thanks so much for stopping by the Shopify Community with your checkout situation. This is a great place to come by anytime you’re having issues with your store, or even if you just have questions about the Shopify Platform! I hope you’re doing well today.
I do have some thoughts on what the causes might be here, but I do require some additional information from you in order to be able to determine what the cause is here:
Based on the info you provided, I’m more inclined to believe that this issue is occurring due to an issue with your theme, or a third party application integration. Domain changes and bank account changes shouldn’t play a role in button functionality, but I’ve seen stranger things occur! Hence why it’s best if we get that info about your theme, and a URL to your store, just to double check things.
Please, get back to me with you can with the requested information above. I’ll keep my eyes peeled for your reply!
Thanks so much for your reply! We’re reopening our bakery today after a 9 month hiatus and we’d love to get our online store opened as soon as possible. The theme is Empire, the primary domain www.truegrainbakehouse.ca. In the short term, I’ve turned access off to avoid confusion (ie customers can’t go behond the homepage where there is a message communicating technical difficulties). Thanks for your help troubleshooting this glitch.
Much appreciated,
Todd
Hey again, @tml27 . Thanks for following up with me, and sharing the information that you have!
Considering that you’re wanting to get the store up and running today, I have some thoughts on some next steps for you here.
I do appreciate you providing your URL. However, since your store has the password page up, and I don’t have the storefront password, I’m unable to access your site and test the checkout flow for myself, which is something I’d really want to do here. If you can share the password for your pasword page with me, that would be fantastic.
Additionally, if you’re looking to open up today, I think speaking to our Live Support Team in real time would help you get this sorted out more quickly than here on the Forums. I strongly recommend reaching out to them via this link: https://bit.ly/3cJkx8V. The folks here can login to your store through that authenticated channel, and investigate with you in real-time.
I strongly advise talking to the live team, but if you’re looking to continue chatting with me here in the Forums, then please provide your storefornt password so I can test out the checkout flow!
Hi Imogen,
I can’t access help through the Shopify portal, it continues to send me to
topics, not tech support (ie people). I’ve lifted the password. Please have
a look to see if you can figure out why my Checkout button won’t work at
truegrainbakehouse.ca.
Thanks, Todd
Hey there, @tml27 .
First, my apologies for the delayed response. I have been out of office for the past little bit, but I’m back in now and following up on things.
I appreciate you removing the password page and giving me the chance to check out the site. Your product looks super yummy, and I’m a sucker for home-baked breads so this was a nice little Monday surprise!
I loaded up my cart with some of your products, and made my way to the cartpage. I selected a date for pickup, and clicked the ‘Checkout’ button and was taken to your checkout page without any issues. It seems to me know that things appear to be working as expected now!
If you’re still experiencing issues on your end of things, please follow up with me here and let me know. Additionally, if things are resolved on your end, it would be great to know the steps that were taken to reach your resolution, so we can pass that information along to any visits to this thread that may be experiencing the same issue.