So a couple of my staff seem to get this issue intermittently where when you click checkout or shop pay it just keeps circling back to cart. Doesn’t effect everyone on the same day, just like it picks and chooses to annoy on any given day. I don’t have any external apps attached to this site. If they use a different device (in this case she just used her husbands phone) it will work but not on her phone or computer. It’s pretty annoying, please help! This forum won’t support video upload but I can email it to someone if they would like it.
Hi @Kplaskon .
That is quite strange. If I understand correctly, this is an ongoing issue that sporadically occurs among multiple staff members, is that right?
Have you noticed a commonality between devices or web browsers that seem to bring on the issue? Are most of your staff using the application or the web log in? Or is the issue isolated to when staff attempt to checkout? I know it can be tricky to find these little details but it does help us troubleshoot. Here are a few things to consider:
- Google Chrome is the ideal web browser to use (clearing cookies and cache helps too!)
- If using the application, ensure that the latest version is being used
- The operating system of a device may cause issues if it’s not at the latest update
With that information, please let me know if you catch on to any consistencies in the issues your staff have faced.
Looking forward to your reply.
Cheers!
Yes - it is definitely sporadic and effects each staff member differently on different days.
My staff are between android (chrome) and -
apple (safari) and we are using the web interface, not the app. Will happen for a day or 2 and then fine for a couple days until it effects someone else.
Is this a known issue? It has been going on for months but it’s intermittent, not ongoing. My staff member is currently at 24 hours not being able to checkout.
I would definitely say that there have been some known issues that would affect the checkout over the last few months. These outages are certainly sporadic but definitely not something that occurs every other day only affecting some staff accounts. So I’d like to dig into this a little more.
For instance, your staff member who is currently unable to checkout - are they seeing an error message of any kind? When you mention that it circles back - what page does it land on? In that same instance, is the staff member able to change devices and browsers to see if the issue persists? If possible, it would be helpful if they could confirm this information as soon as possible so we can continue our troubleshoot.
Thanks,
So if they click on checkout or shop pay it does the little circle thingy like it’s moving to the next page and then just blinks page to the cart. It won’t work on her iphone, iPad or laptop but will work on her husbands iPhone, so it’s definitely not an iOS thing only. I can email you the video I have of it in action but it won’t let me upload it here because it’s a .mov file. There is no error message at all - just won’t move past the “cart” page.
She has tried chrome, Firefox and safari and nothing works, all her updates are installed also.
But works on safari in her husbands phone.
I see - thanks for all this context @Kplaskon !
Seeing the video will definitely help us continue to troubleshoot. While I cannot access private message through our community threads, our support team can receive them. Also, at this point, it will be helpful to access your account which is something only our support team can do through a secure connection via the support channel of your choice.
When contacting them, please send them the link to our thread here so they may have all the context you’ve taken the time to submit to me. That will accelerate the troubleshooting on their end and allow them to pick up where we are leaving off.
All the best!
Hi Holly,
We are experiencing the same issue. Some shoppers can’t access checkout with their phones.
Regards,
Eduardo