Shopify checkout not working: how to troubleshoot

First, pin down where it breaks

"Checkout isn't working" can mean several different things. Place a test order yourself, on your phone and on a computer, and note exactly where it stops:

• The Add to cart button does nothing, or the cart is empty.
• The Checkout button on the cart page doesn't respond.
• Checkout opens but shipping options don't appear for some addresses.
• The payment step declines or errors out.
• A discount code won't apply.

Each of these points somewhere different. Also check Shopify's status page; if Shopify itself has an incident, you'll see it there.

Cart and checkout buttons not responding

If problems start before Shopify's checkout page loads, the cause is usually your theme or an app that changes the cart, such as upsell pop-ups, cart drawers, subscription apps or bundle builders. Ask yourself what was installed or edited recently. A useful test is to preview an unmodified copy of a Shopify theme such as Dawn: if the cart works there, the issue is in your theme or an app's code. If you or a developer edited theme code, Shopify keeps older versions of theme files you can compare against.

Shipping options missing

"No shipping rates available" usually means the customer's address doesn't fall into any of your shipping zones, or a product's weight is missing, so weight-based rates can't apply. Check Settings > Shipping and delivery: are all the regions you sell to covered? Do new products have weights? If you only deliver locally, for example within Los Angeles County, make sure local delivery or pickup is set up and your checkout explains it.

Payments failing

• Check Settings > Payments for alerts. Payouts and payments can be paused if Shopify needs verification documents or banking details.
• If you use a third-party gateway, log in there for errors or expired credentials.
• Look at a few failed orders under abandoned checkouts. A pattern (one card type, one country, one device) narrows things down.
• Remember that some declines come from the customer's bank, not your store. A single decline isn't a store problem; many in a row may be.

Discount codes that won't apply

Check the code's start and end dates, minimum purchase, eligible products and whether it can combine with other discounts. Automatic discounts and codes sometimes conflict. Usage limits that were reached are another frequent cause.

A calm checklist when sales stop

1. Place a test order and note where it fails.
2. Check Shopify's status page and your admin for payment alerts.
3. List any app installs, theme edits or setting changes from the last few days.
4. Temporarily disable the most recent cart-related app or revert the last theme change, one at a time, testing after each.
5. Tell customers on your social channels or a banner that you're aware of an issue, and offer a way to order by phone or email meanwhile.
6. Contact Shopify Support for anything inside checkout or payments itself. They can see things you can't.

Keeping checkout healthy

Run a test order after installing apps or editing the theme, keep the number of cart-modifying apps low, and review shipping zones when you add products or start selling somewhere new. KeptWeb's Shopify store maintenance includes checkout-path checks and app reviews so problems are more likely to be spotted early. We can't control Shopify's own systems or a customer's bank, but we can help find and fix what's in your store.

Frequently asked questions

This guide is general information. Every site is different, and following these steps doesn't guarantee a particular result. Product names belong to their owners; KeptWeb is not affiliated with them.