I have been using the Focal theme as a trial and would like to purchase it. But when I click approve button, a pop up shows up that says “Server Error”, and nothing else happens. I have tried several times.
I think the problem is - the first time I tried to purchase the theme, it sent a code to my phone, to approve the purchase. But I wasn’t able to enter the code, and now every time I try, it says “Server Error”. Please help
Hey there, @ridhi_jain . Thanks for coming to the Shopify Community today with your Theme purchase issue. I hope you’re doing well today! Before diving into things here, please double check to make sure that no funds have been taken from your account you were using the pay for the theme. Last thing you want to do is pay for a theme more than once!
This issue sounds pretty similar to some issues I’ve helped folks with in the past. Typically, when an issue comes up like this, a cache/cookies clear, or trying the purchase from a different browser, resolves things. I recommend clearing your browser’s cache and cookies data for Shopify, and also trying to purchase the theme from a different browser, to see if that resolves things.
This code that you mentioned - was this a code that was sent to you via Shopify, or a 2-factor authentication code sent to you by your payment method? Just looking for some additional insight into the situation, is all!
Please, follow up with me when you can after trying out the above steps, and let me know if you’re still having issues.
See, I tried with another browser and from the Shopify app. But it didn’t work. It was a 2-factor auth code sent by the payment method. I also tried to use another card but that didn’t work. It just shows a server error when I try to click on approve. I really want to purchase the theme asap
Hi @Imogen_1 I’m having this exact issue too. I went to purchase a theme I had edited in preview and didn’t authenticate the purchase through 2FA on the initial attempt. Now “Server error” keeps coming up every time I attempt to purchase. I checked if I could purchase other themes and I can so whatever happens when you decline to authenticate the purchase the first time it leaves you in this position. Can you help or simply bring in a technical team member to try and resolve this? I want to buy the theme asap, thanks.
Hi there, @Achilles1 . Appreciate you following up on this thread. My apologies @ridhi_jain for not getting back to you sooner. I hope all is well!
Thanks for letting us know you’re experiencing this error. There’s a chance this is just due to some saved data in the browser you’re using. Have you had the chance to clear your browsers cache and cookies? You can check out this resource for instructions on how to do this.
Once you try the above steps, check to see if the error persists. If it does, **then your next step will be to reach out to our Live Team for support. **They’ll be able to get you authenticated and jump into your account to see if there’s any transaction details related to your purchase attempts. They’ll be able to help you get this resolved in a timely manner.
Do you mind if I ask what theme you decided to go with, and why? I’m always interested in learning more about why merchants go with the themes that they do. Feel free to follow up with me here and let me know.