Common Checkout Troubleshooting Steps

Start with browser-related issues:

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

Common Error Messages & Solutions:

Payment Cannot Be Processed:

• Verify Squarespace Payments account
• Check Stripe validation status
• Refresh payment processor links
• Validate PayPal connection

Page Not Found Error:

• Check domain connection
• Verify order in Orders dashboard
• Allow up to 72 hours for domain processing

Merchant Payment Setup Issue:

1. Re-link payment processor:
   • Access Payments dashboard
   • Unlink current processor
   • Reconnect account
   • Contact processor support if needed

Payment Declined:

• No charge occurred
• Customer should verify payment details
• Attempt purchase again

Items Unavailable:

• Products sold out during processing
• No charge occurred
• Customer must restart purchase

Additional Issues:

"Checkout is Closed" Message:

• Link payment processor
• Verify currency acceptance

Authentication Failure:

• Applies to EEA customers
• Requires Strong Customer Authentication
• Customer should watch for bank authorization popup

Missing Shopping Cart Icon:

• Verify product existence on Store Page
• Check Express Checkout settings
• Review Site Styles settings

Cart Addition Problems:

1. Verify:
   • Product visibility
   • Store Page status
   • Custom code conflicts
   • Browser cookie settings
   • Domain forwarding configuration

Test Mode:

• Disable test mode for real transactions
• Verify payment processor connections

Download Product Issues:

• Links expire after 24 hours
• New links auto-generate on expired click
• Manually resend through Orders dashboard

Private Site Access:

• Make site public for checkout access
• Verify visibility settings

Country Selection Issues:

• Check shipping rule configuration
• Add missing countries in shipping settings

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