Troubleshoot common payment and checkout issues effectively with these proven solutions:

Browser-Related Issues

Before investigating specific errors, ask customers to:

• Update their browser to the latest version
• Clear cache or use incognito mode
• Disable browser extensions
• Verify card functionality with their bank
• Check if Stripe can verify billing address and postal code

Payment Processing Errors

"Unable to process payment"

• For Squarespace Payments: Verify account
• For Stripe: Verify account, update connection
• For PayPal: Reconnect account

"We couldn't find the page"

• Order is still processed
• Check Orders panel to verify
• Ensure proper domain connection (allow up to 72 hours)

"Payment configuration issue" Occurs when:

• Same account connected to multiple sites
• Account authorization changes
• Payment processor disconnected

Solution:

1. Open Payments panel
2. Select payment processor
3. Disconnect current connection
4. Reconnect account

Common Customer Issues

Authentication Failures

• Affects European Economic Area (EEA) customers
• Requires Strong Customer Authentication (SCA)
• Customer must authorize via bank pop-up

Digital Product Access

• Download links expire after 24 hours
• System automatically sends new link
• Manually resend through Orders panel

Cart Problems

• Ensure site is public
• Verify products are visible
• Check Store Page is active
• Disable Quick Checkout
• Enable cookies in customer's browser

Test Mode Issues

• Cannot process real payments in test mode
• Disable test mode to accept actual payments

Shipping and Currency

• Add shipping zones for unavailable countries
• Verify currency support with payment processor
• Check shipping rules configuration

For persistent issues:

• Contact payment processor support
• Review payment settings
• Check for conflicting custom code
• Ensure domain connection uses unmasked forwarding

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