credit card payment page not working

[DiscoverEase]

Hello,

A customer trying to make a purchase in my online store is telling me "I tried many ways to sign up and at the 3rd page where you click a black bar on the payment page...it won't let me go further...it just keeps spinning."

Can you help me to resolve this?

Thank you!

[RobynR]

Hey @DiscoverEase,

Welcome to the Community. It's always nice to see a new face.

Was the customer able to eventually make a payment? If not, can you please provide a screenshot of the error message the customer sees so I can take a further look?

I look forward to your reply.

[DiscoverEase]

Thanks for your reply! She has not been able to yet. I am requesting a screen shot, but I believe she is not very tech savvy and may not be able or willing to do that even with my explanation. I will let you know if she does. She basically says it "keeps spinning" after she clicks on the payment button.

Thanks,

Mari

[RobynR]

@DiscoverEase You're welcome! It may be a network or device issue on the customer's end. Have you had any other customers reach out with this issue? Have you tried to make a test purchase on your own to see if you experience the same issue?

[DiscoverEase]

Thank you ROBYNR. She is reluctant to try it again as has tried many times apparently. No others have told me about this problem. How do I do a test purchase? Is it possible to do that without it costing me something?

Thanks!

[RobynR]

@DiscoverEase That's a great question. You must make an actual order from your store to make a test payment.  The good news is that you can refund yourself immediately, and you are not charged any processing fees once a refund has been processed.

If you are having the same issue with the payment screen just loading, I recommend reaching out to our Support team directly at 1-855-700-6000 or by heading here squ.re/contactsqsupport.

[DiscoverEase]

Thanks for the instructions. I was able to do that and it worked fine for me. Does that mean it's a problem on her side?

[RobynR]

Glad to hear you were able to test out a payment from your end. Most likely, it's an issue on the customer's side @DiscoverEase.

Feel free to reach out if you have multiple customers reporting this same problem. 

[DiscoverEase]

Ok, I'll let her know. Thank you for your help!

[DiscoverEase]

Hello again,

My customer has sent me this screenshot, which doesn't show any information for some reason.

She's still unable to make it work. 😞

[JJ_]

Thank you for sharing this screenshot @DiscoverEase  

This seems like an issue that our Support team will need to assist with. Please give us a call at 855-700-6000 between 6 am - 6 pm Pacific Time Monday-Friday. If you call outside of these hours, you will be required to enter your Customer Code to validate your account.