Digital Payment Troubleshooting Guide

Browser-Related Solutions:

• Update to latest browser version
• Clear browser cache or use incognito mode
• Disable browser extensions
• Verify credit card functionality with bank
• Contact Stripe for billing address verification

Common Error Messages & Solutions:

Payment Processing Issues:

• Squarespace Payments: Verify account
• Stripe: Verify account and reconnect if needed
• PayPal: Disconnect and reconnect account

Missing Page Error:

• Check order history in Orders menu
• Verify domain connection (allow up to 72 hours for processing)

Payment Method Setup Issues:

1. Reconnect payment processor:
   • Open Payments menu
   • Select Stripe/PayPal
   • Disconnect current connection
   • Reconnect account

Payment Declined:

• No charge processed
• Verify payment details and retry

Out of Stock Items:

• Order not processed
• Return to shop for available items

Additional Issues:

Checkout Closed Message:

• Connect payment processor
• Verify currency compatibility

Authentication Failure:

• Enable Strong Customer Authentication (SCA) for EEA banks
• Contact bank for authorization assistance

Country Selection Problems:

• Set up shipping rules for desired countries

Download Products:

• Links expire after 24 hours
• Resend links through Orders menu > Email Notifications

Website Access:

• Set website to public
• Ensure proper cart icon display
• Disable express checkout if needed

Cart Functionality:

• Verify products are on shop page
• Enable cookies in browser
• Remove problematic custom code
• Check domain forwarding settings

Test Mode:

• Disable test mode for real transactions

Accessibility:

• Ensure shop page is live
• Remove conflicting custom code
• Enable browser cookies
• Use non-masked domain forwarding

This guide addresses common checkout issues and provides step-by-step solutions for both merchants and customers.

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