Place Order button is greyed out

[classicburgercl]

Hello, desperately need help - my place order button is greyed out, despite all mandatory fields being filled in - any ideas?

[tranguyen]

Sorry to hear you're running into this issue @classicburgercl! There are a couple of things we can check:

• Make sure Order Online is enabled on your website. You can check this by navigating to your Square Dashboard > Online Store > Settings > Checkout
• Make sure items are in stock and have fulfilment methods applied to them. Here are also some steps to help troubleshoot items. 
• Unpublish and republish your site to make sure the site is fully secured.
• Make sure you've linked your bank account and activate your account for taking card payments. 

If you've tried everything and the button is still greyed out, can you share a link to your website with me so I can take a look on my end as well?

You can also contact our Support team directly for further assistance. Here are the steps to contact Square Support by phone or by email:

1. Go to https://squareup.com/help/gb/en/contact 
2. Select your topic or just click Other > I don’t see my issue, it’ll give you the option to either call or email in!

The phone number for Square Support is 0800 098 8008. The Square Support Team is available by phone Monday to Friday, 9am to 5pm.

[classicburgercl]

thanks for your response and feedback - I tested this myself and the issue was when the credit card was being captured - seemed to be specific to the mobile browser, possibly Instagram related.  The field where credit card details were being captured wasn't showing all required fields (card number, expiry, cvc and postcode.  Will report this to support.

I'm pretty sure I lost quite a lot of business last night because of this...

[tranguyen]

That does sound quite strange @classicburgercl and I hope our Support team will be able to help resolve this!

One thing to keep in mind: if customers are on their phone, they will only see the Card Number and Expiration date fields first. Once they have entered their full card numbers, the other fields like CVV and Postcode should appear.

If this wasn't the case, I'm sure our team will get to the bottom of it and make sure it's working as expected. 

[classicburgercl]

I raised a ticket with support and they are going to speak with the dev team - I can't be the only business affected by this.

[classicburgercl]

@tranguyen - given the issues I've experienced, what's the best way to take an order over the phone, schedule a pick-up time and take payment?

[tranguyen]

You can create a pickup order and schedule it from your Point of Sale app @classicburgercl! Once you've created the order, you can ask the customer's for their card details over the phone and select Manual Credit Card Entry as the payment method.

I'll check in with our team regarding your case as well! We haven't had any other report yet so hopefully we can resolve this soon. If possible, can you share a link to your website with me as well?