Hi,
My name is Sam and I manage navaparis-alpha.myshopify.com. I have a big issue right now: Clients reaching out saying that website is showing an error once they get to payment page (after entering their details).
Could you please help us out? Our marketing spend is running high today as it’s a Sunday so this can really hurt our business and team.
Client who flagged issue gave us some details: Country: France Browser: Safari Device: IPhone XR
See attached. Many thanks, Sam
Hi, @Navaparis !
This is Rae from Shopify. Thank you for posting this question. I understand how urgent this is for your business, and I’m happy to help look into this further.
Can you please confirm which error your customers are seeing? If you have a screenshot of how this looks on your site, feel free to share this with me here so I can take a closer look at the specific message that’s appearing.
In terms of the customer who provided the details about their location, browser, and device, was this the only customer who reported seeing this? Or, did customers in different locations using different browsers and devices also report this? If so, roughly how many customers in total mentioned seeing this error?
In the meantime, I recommend placing a test order on your own site to see if this error appears on your end. You can place this order by following these steps. Please keep me posted on how this goes.
I look forward to hearing back from you with the above details!
Hi there,
Please see attached the screenshots received from customer.
Note that we then tried on several devices ourselves (iPhone, safari) and
we got the same error.
Hi, @Navaparis !
Thanks for getting back to me.
I’d really like to help look into this further, but it doesn’t look like the screenshots you mentioned are attached to your reply. Not to worry though, please just reply to me again in this thread and attach the screenshots by following these steps:
When typing out your reply, click the camera button above the text box here:
Drag the screenshot into the window, or click the ‘Choose files’ button and upload the image from your computer
Click ‘Done’
Ensure the image is added into your reply before posting
It’s also important to make sure that any of your store-specific details, or any personal buyer information is removed from the screenshots before sharing them here. This will help protect your own privacy, as well as your customer’s privacy, too.
I hope to hear back from you soon with these screenshots so we can continue working towards a resolution.
Please see attached the error we’re getting, that’s as soon as people enter their shipping address, when they go “Continuer vers l’expédition”
Please help us out as it’s a big big problem
Hi, @Navaparis !
I appreciate you following up with these details, and adding this screenshot.
I did want to let you know that I removed your first screenshot, as it showed your customer’s name. Not to worry though, the screenshot you shared that shows the error message you’re seeing provides all the information we’ll need to help look into this further.
Since this error is showing up on multiple devices and browsers, I’d really like to have our Support team investigate this from our end. To speak with our team about this, please visit our Help Center via this link, log in to your account, and create a support request with us there. That way, we can discuss this with you in more detail over live chat, email, or through a callback.
As the above details outline the best way to resolve this issue, I’ve marked my reply as the solution to this thread. This should help other Community users who may be encountering this same error, as it highlights the steps they can follow to reach a resolution on this, too.
We look forward to hearing from you via our Help Center soon!
