Error at Checkout

[soulsalve]

My customers are encountering an error when submitting their order for checkout. Is anyone else experiencing this problem, or is it just me? I tried to enter and submit an order myself and it did not work. Weebly hasn't answered their phones in over an hour. I am losing sales here..

Blake Manion

www.soulsalve.co

[Adam7]

Sorry to hear that, @soulsalve. What error did you get when trying to check out?

[soulsalve · Accepted solution]

I eventually got in contact with technical support after I posted this yesterday. We determined that there was not enough evidence to understand what the problem was.

While I was on the phone with the rep. orders started coming through again. 

I am not really sure what happened. I recommended to my customers that they double-check their billing and credit card information when submitting their order - as the same error would appear if their billing info was not correct. 

Was this all a coincidence with several customers entering their information incorrectly? Who knows.. but it's working now

[rnicorvo]

I'm having issues right now with the same thing right now.  Customers are getting errors when checking out, very frustrating especially when I've been hyping up new product releases for today.  Not good...

[Fedupwithweebly]

I AM HAVING THE SAME PROBLEM. NO RESPONSE FROM WEEBLY AS USUAL. WE DO NEXT DAY DELIVERY AND CURRENTLY NO ONE CAN PURCHASE ANYTHING

[Brodie]

@Fedupwithweebly, you have received no response because you filed your support request with us late Sunday/early Monday outside of our business hours. A ticket can take 24-48 hours to respond to. If you have more urgent an issue, you can contact us via live chat or phone during our business hours.

I will take a look at your ticket.

[Fedupwithweebly]

I have been tryi g to call but have not got through!

[Brodie]

@rnicorvo, I see our chat team helped you with that, and your matter has been escalated to our senior team.

[PrimePerformanc]

We are experiencing the same issues as everyone else. Losing orders due to based on shipping/billing address errors. Come on Weebly - Please resolve these issues.

[Brodie]

@PrimePerformanc, I don't see a support ticket open with you on the matter. Can you contact our team via chat, email, or phone (whatever works best for you) with more details so we can help troubleshoot?

[PrimePerformanc]

yes will do. Thanks

[asavopoulos]

Unfortunately, I'm having the same problem with my stores checkout as well. Multiple customers are contact me letting me know they cannot complete their purchase because they are getting an error message. Apparently clearing history/cookies has worked for those who have tried it - this may be a temporary fix until this issue is resolved. 

I hope the checkout functions properly soon. This is a serious issue!

[Adam7]

Sorry for the trouble! Our engineers should hopefully have this fixed quickly. Thanks for your patience, everyone!

[PrimePerformanc]

I've tried the cookie clearing and checkout still does not work on chrome. Our customers can check out on Internet Explorer only. Please fix this issue asap! Thanks

[CHEE-PING]

My customers are complaining about issues while trying to enter in there card number during checkout. So after continuous complaints, I tried it out myself, using my cell phone I went to my site, checked out and tried entering my card number; and its literally not accepting numbers as I type??? its even misplacing numbers as I type it. As I kept messing with it, trying to figure out a way to enter this card number... I realized that the only way for the numbers to stay in place is when I 'press and hold' the number I need to enter. This is just crazy! How should I expect each and every customer to sit there and figure out a way like I did? PLEASE look into this... Losing orders from a glitch in the checkout system is ludacris.

[CHEE-PING]

Just tried on another cell phone and its not letting me type a number NO matter what kind of trick I try. Its only letting me enter in the 1st number of my credit card. This can seriously hurt a small business owners like myself. The main focus of having a website and bringing in revenue is to have a WORKING checkout experience!

[Adam7]

Sorry to hear that, @CHEE-PING. There was an issue a little while back with Android devices where it was inverting credit card numbers because of certain mobile keyboards and cursor placement. I don't know if that fix went out yet, though. I'll see if I can find out more information.

[Adam7]

What Android device are you using, @CHEE-PING? The fix was released for that but it's possible there's another device that has the problem.

[CHEE-PING]

I'm using a Samsung Note 4. I tried it on another android cell phone device, don't know the model, but wasn't working at all either.

[Adam7]

Ok - which of your sites is this happening on?

[CHEE-PING]

I sell products on 2 websites, both have the same issue.