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Troubleshooting Checkout Access and Errors

Sometimes customers can't reach or complete your store's checkout at all. This article walks through the most common "I can't check out" situations and the self-service steps you—or your customer—can try before contacting support. It also explains what details to gather if the problem continues, so our team can resolve it faster.

Common Checkout Access Problems

Below are the situations customers most often run into, along with steps you can try or pass along to the customer.

1. The Checkout Page Won't Load or "Proceed to Checkout" Does Nothing

Some customers report that they can't get to the checkout screen at all—clicking to proceed does nothing, or the page fails to load.

Steps to try:

    • Try a different web browser (for example, Chrome, Firefox, Safari, or Edge).
    • Try a different device, such as a phone, tablet, or another computer.
    • Clear the browser's cache and then reload the page.
    • Disable browser extensions or ad blockers, which can sometimes interfere with checkout.
    • Open an incognito/private window and try again.
    • Confirm whether the problem is happening for just one person or for many customers. If it happens across different devices and browsers, it's more likely a store-wide issue our team should investigate.

2. A Generic Error Message or Broken-Icon Graphic Appears

Customers may see a message such as "An error has occurred", or a broken-image icon, when trying to check out or place an order. This can have several causes—for example, a card declined due to a billing address that doesn't match, or a temporary issue reaching the checkout page.

Steps to try:

    • Try a different browser or different device.
    • Clear the browser cache and reload.
    • Disable extensions or ad blockers, then try again.
    • Use an incognito/private window.
    • If a card was declined, double-check that the billing address matches what the card issuer has on file, then try again.
    • If one payment method fails, note whether trying another (for example, PayPal) produces the same error.
    • Check whether the issue affects only one customer or many.

3. The "I'm Not a Robot" Verification Won't Appear or Won't Accept a Correct Answer

Occasionally the "I'm not a robot" verification step doesn't show up, or won't accept the customer's response even when it's answered correctly.

Steps to try:

    • Try a different browser or different device.
    • Clear the browser cache and reload the page.
    • Disable extensions or ad blockers, which can block verification from loading.
    • Open an incognito/private window and try again.
    • Confirm whether this happens for just one customer or across different devices—if it's widespread, it points to a store-wide issue for our team to look into.
When to Contact Support

If the self-service steps above don't fix the problem, please gather the following before contacting support:

    • A description of the error, including the exact message shown (or a note that a broken icon appeared).
    • Which payment method the customer was using (for example, credit card or PayPal).
    • The order ID, if one was generated.
    • The page URL where the error occurred.
    • Steps to reproduce the problem, if known (for example, "card declined, then tried PayPal and received an error").
    • How widespread it is—whether it affects one customer or many, and which browsers/devices were tried.
Providing these details helps our team investigate and resolve the issue faster.

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Getting Help

When you open a support ticket, please include:

    • Your store URL
    • The specific page(s) involved (for example, the checkout page)
    • A clear description of the problem you're seeing
    • The troubleshooting details listed above
Our team will review the issue for your store and follow up.