thread Re: Customers Stuck on Checkout Page in Payments Troubleshooting

Customers Stuck on Checkout Page

CamBap — Sun, 21 Sep 2025 12:49:39 GMT

hi,

we have now recently experience customers not being able to make a payment at the checkout page. we have come across 2 customers today.

is there any reason? or have others experienced the same issue as me?

I put this query in here long time ago but it seems that it comes back every now and then.

I would appreciate your help.

kind regards,

CamBap

Re: Customers Stuck on Checkout Page

Sam_400º — Wed, 12 Oct 2022 16:44:16 GMT

Hey @CamBap - sounds a little vague, but I had that a few times over the summer. Where the the pay/checkout button was greyed out.

I think it related to some info they'd entered or the web page didn't register that they'd put in.

It's a hard one to try and deal with as as sellers we don't get the accurate info from the customers to feedback from square.

If any customer can send you a screen shot that you can pass on to Square for diagnostics I'm sure that would be helpful.

Re: Customers Stuck on Checkout Page

Emma_ — Thu, 13 Oct 2022 07:29:42 GMT

Hi @CamBap, I'm sorry to hear that your customers experienced an issue. This sounds like something specific to your customer's browser settings or device. If it was general, everyone would experience the same issue. You can definitely suggest the following troubleshooting steps if you have any new report.
- Make sure the browser is up to date.
- Clear the cache and cookies on the browser. Access the Help menu of your browser to locate step-by-step instructions.
- Switch to a supported browser, such as Google Chrome, on an alternate device

If you receive high number of reports from your customers and none of the above troubleshooting tips work, get back to me with the following information:
- The exact version of your customer's web browser. To find this, visit http://whatwebbrowser.com
- Confirm the device they're using (PC, Mac, iPad, Android device, etc.)
- Screenshot of the error/issue they are experiencing on the checkout page

Re: Customers Stuck on Checkout Page

CamBap — Thu, 13 Oct 2022 12:30:04 GMT

Hi Emma, i will collate reports from our customers and come back to you if it consists.

i will note the above and try to resolove it with the customers first of all.

thank you very much.

kind regards,

CamBap