Why won't my checkout page load?

Technical Q&A

Topic summary

A store owner reports their checkout page fails to load, showing only a continuous spinning wheel. Customers cannot complete purchases, and sales have dropped to zero over recent days.

Issue Details:

  • Products can be added to cart successfully
  • Checkout page never loads, just displays continuous loading spinner
  • Store owner provided screen recording demonstrating the problem
  • Customer accounts are enabled on the store

Current Status:

  • Support staff initially couldn’t find platform-wide outages
  • Staff member successfully replicated the issue
  • Update: Reports emerged of multiple stores experiencing the same spinning wheel problem at checkout
  • Developers are now investigating the issue

Recommended Actions:

  • Contact Shopify Support via live chat, email, or callback through the Help Center
  • Support team needs to examine account settings and admin configuration for further troubleshooting

Resolution Status: Ongoing - awaiting developer fix for what appears to be a broader platform issue.

Summarized with AI on November 25. AI used: claude-sonnet-4-5-20250929.
1

Hi, I have received messages from customers saying my checkout page won’t load, I’ve also tried it myself and it doesn’t load. I am on a basic plan, Ive made sales at the start of the week but the last few days have seen my sales go to 0, I’m guessing from this issue. Website is www.altitudedrones.com.au

2

Hi there, @AltitudeDrones .

Welcome to the Shopify community! We appreciate you sharing your question here.

As per our Shopify Store Status page, we currently do not have any outages affecting the checkout. Upon navigating to your website, I added a product to the cart and clicked checkout. However, it looks as though customer accounts are enabled which is required to proceed to checkout.

To get a better grasp of the issue, could you share a screenshot or screen recording of what you were able to replicate at the checkout?

Could you also provide a bit more context on the following:

  • At what point during the checkout does it stop functioning?
  • Are customers able to add to their cart and select checkout?
  • At the checkout stage, are customers able to enter shipping information and proceed?
  • Is there an error message at checkout or is it just continuous loading?

I look forward to hearing back and learning more to have this resolved for you.

3

Hi Victoria,

Video of checkout not working

4

Hi Victoria,

below is a screen recording of checkout process and where it fails: thank you

5

Thanks for your reply, @AltitudeDrones .

We appreciate you including the screen recording of the checkout and the continuous loading.

Based on what you’ve shared, customers can add products to the cart but do not make it to the checkout section. As I was browsing your website today, I was also able to replicate the issue of adding an item to the cart but not making it to checkout due to continuous loading.

I’d like our team to try and replicate this issue but also have a look at your admin and account settings to see what further troubleshooting can be done. In order to do this, you’ll need to head over to the Shopify Help Center to create a support request. When navigating the help center you can log into your store and follow the prompts to view our available support options. Our team can be reached via live chat, email or by scheduling a call-back.

6

Popping back into this thread, @AltitudeDrones .

We’ve just received reports that some stores are experiencing a spinning wheel at checkout and our developers are looking into this. I recommend following the steps in my previous post to contact our support team.

Let us know if you need help accessing the help center. We hope to have this resolved for you.