What This Covers
Common issues customers encounter during the website checkout process.
Common Issues & Fixes
Payment fails at checkout
- Check the payment provider configuration: Website > Configuration > Payment Providers.
- Ensure the provider is in Production mode (not Test).
- Verify API keys are current and the provider account is in good standing.
- Check for error details in Settings > Technical > Logging.
Cart shows wrong price or tax
- Check the customer's Fiscal Position (logged-in customers use their account's fiscal position; guests use the website default).
- Verify the product's website price is set correctly under Sales tab > Website Price.
Customer can't complete checkout (page errors)
- Ask the customer to try a different browser or clear their cache.
- Check if the product is still in stock — out-of-stock items with "Continue Selling" disabled will error.
- Verify the shipping methods are available for the customer's address.
Still Need Help?
Submit a ticket with: the customer's email (or name), what step they're stuck on, and any error message they see.