thread Basket shows "There was an error. Please try again." doesn't allow checkout in Payments Troubleshooting

Why is my customer getting an error message during checkout?

Kevin_farming — Sat, 20 Sep 2025 13:36:17 GMT

[The title of this thread has been edited from the original: Customer getting error message when trying to pay: Email Already Registered. How can I help them?]

Customer getting error message when trying to pay: Email Already Registered. How can I help them?

Re: Why is my customer getting an error message during checkout?

Alex_ — Tue, 24 Mar 2020 01:26:42 GMT

Hi @Kevin_farming,

Thanks for posting again in the Seller Community.

Sorry to hear your customer is experiencing this. To make sure I'm understanding, what device did your customer try making the purchase through, is this happening with all customers, and do you by chance have a screenshot?

I'll keep an eye out for your reply.

Re: Why is my customer getting an error message during checkout?

AFFINITYGALLERY — Tue, 28 Jul 2020 21:05:01 GMT

Did you ever find out why?

One of my customers has the same issue

Re: Why is my customer getting an error message during checkout?

ashc — Wed, 29 Jul 2020 11:54:09 GMT

Hey @AFFINITYGALLERY,

Do you have a screenshot of the issue?

It sounds like the customer input their information for a faster checkout maybe.

Customer received 'Email is already registered' message

PGCookies — Thu, 27 Aug 2020 01:37:08 GMT

One of my customer received a error message when placing her second order that 'Email is already registered.' She indicated she was using her phone. I went into her profile and deleted her address and it worked from her computer. Any idea why that happened?

Re: Customer received 'Email is already registered' message

ashc — Fri, 28 Aug 2020 15:54:50 GMT

Hey @PGCookies,

I moved your post to an existing thread for this same question.

When a customer is checking out on your site- it'll give them the option to save their information for faster checkout next time.

It sounds like your customer saved their information before which resulted to it saving in your customer directory.

Re: Why is my customer getting an error message during checkout?

Kevin_farming — Sat, 26 Sep 2020 00:00:59 GMT

No we have not resolved the issue. It only happens occasionally but is frustrating. What we have found that works most of the time is to ask the customer to use an alternate email address.

Customers cant relogin to online store

rainiermeats — Tue, 06 Oct 2020 19:18:56 GMT

Customers who have bought from new online store (and previous store) cannot login. I tried and when I tried to place the order said 'phone already in use'

Re: Customers cant relogin to online store

isabelle — Wed, 07 Oct 2020 21:50:50 GMT

Hey @rainiermeats-

Thanks for posting in the Seller Community.

While I do not have an answer as to why this is happening, it appears there's a solution from @ashc in this thread to prevent this from happening in the future.

Re: Why is my customer getting an error message during checkout?

rainiermeats — Sat, 10 Oct 2020 19:06:33 GMT

How can they or I reset it for them? They are a retail location where havy turnover of employees occurs.. all have to use one shared email account for placing orders.

Re: Why is my customer getting an error message during checkout?

AdamB — Sun, 11 Oct 2020 21:42:57 GMT

When checking out, is your team checking the box to save information for a faster checkout, @rainiermeats? Also, just so I understand how you are placing orders, are your staff members placing orders through the online store on behalf of customers and using the same business email address for those orders?

Re: Customers cant relogin to online store

taylorp1 — Fri, 23 Oct 2020 15:26:33 GMT

This happens frequently for us where a customer who orders often will get an error message on the mobile checkout screen that says their "email is already registered to a new user." Why does this happen?

Re: Customers cant relogin to online store

ashc — Sat, 24 Oct 2020 11:33:30 GMT

Hey @taylorp1,

Check out the answers throughout this thread for why this message appears.

I answered it above in my last reply ^.

Re: Customer received 'Email is already registered' message

rainiermeats — Sun, 25 Oct 2020 18:40:39 GMT

So what is the solution? Need to reset for them. they don't have an alternate email. Thanks for you help

Re: Customers cant relogin to online store

SunsetLakeCBD — Mon, 09 Nov 2020 18:01:43 GMT

Hi @ashc

I understand what the issue is here, but not seeing an actual resolution for it.

Is there any way to disable the ability for a customer to select this option, as to avoid it altogether? I'm not seeing that option in my checkout settings either.

Basket shows "There was an error. Please try again." doesn't allow checkout

BidBayCoffee — Thu, 19 Nov 2020 12:58:11 GMT

Hi this error seems to come up on the basket and doesn't allow checkout. I had a customer have this earlier and said when he entered his email address it said the user is already registered? He had his wife use her email to make the order and it went through but I am worried people cannot make repeat orders because of this.

Thanks

Re: Basket shows "There was an error. Please try again." doesn't allow checkout

Helen — Fri, 20 Nov 2020 20:37:49 GMT

I'm sorry to hear this happened @BidBayCoffee. It sounds like your customer ordered from your site before and saved their information at checkout. If it happens again you could ask your customer to clear their browsing history - ask them to look for a 'Help' section and search for 'History' or 'clear cache'. Or your customers could try ordering from a different web browser e.g. if they use Firefox they could try Chrome and vice versa.

If the issue persists or you've been able to reproduce it please do contact our support team so we can investigate further.

Re: Customer received 'Email is already registered' message

ddps211 — Mon, 30 Nov 2020 19:27:44 GMT

My customers are experiencing this as well, I read the thread and there does not seem to be an answer/solution on how to resolve this issue. It's very inconvenient to not be able to assist my customer and possibly lose out on a sale. Has there been any development on this? Or does any other seller have a resolution?

Re: Customers cant relogin to online store

depawdogsports — Tue, 01 Dec 2020 18:33:24 GMT

I too have a couple returning customers experiencing this issue. I also do not see a solution other than trying a different email, which is really not a good solution here. Any other answers?

Re: Customers cant relogin to online store

ashc — Thu, 03 Dec 2020 12:42:30 GMT

Heya @depawdogsports and welcome to the Community!

This error occurs when the customer saves their information for a faster checkout.

They shouldn't have to use other emails or anything of the sort. Once they enter the email they used before- it should prompt a text message code after entering just the email that they can enter that will pull up the rest of their saved information for them.