thread Re: Cookies - can't see site when 'necessary only' is selected. in Payments Troubleshooting

Cookies - can't see site when 'necessary only' is selected.

suzi_edg — Sun, 21 Sep 2025 13:17:41 GMT

Hi there - people in this group have been so helpful and generous in their advice that I have been extremely grateful for the help I have already received as a beginner in this area/ If anyone was able to advise me with this problem I would appreciate it enormously.

I have set up my cookie settings with CookieBot and after much headscratching thought it was ok. However, when I went back to my site a few days after making the changes I was unable to see anything at all other than the FB Messenger icon at the bottom of the screen - the rest of the screen was entirely blank below the browser bar. After a bit of investigation it transpired that all was well when choosing 'Allow all cookies' but having previously selected 'necessary cookies only' when viewing the site on my laptop, I am unable to access the site. This isn't ideal for customers, of course - please can anyone shed any light on what I may have done wrong and how to put it right?!

Many thanks

Suzi

Re: Cookies - can't see site when 'necessary only' is selected.

tranguyen — Mon, 01 Mar 2021 11:09:38 GMT

Hey @suzi_edg, glad to hear from you again!

If possible, would you mind sharing a link to the website with me and also the code that you use? I can double-check it with the ECOM specialist team as well to see what might be causing this, whether this is something to do with the code or with the site not working with the code.

Re: Cookies - can't see site when 'necessary only' is selected.

suzi_edg — Mon, 01 Mar 2021 20:41:33 GMT

Hi - thanks for your reply - my site is ljus.co.uk and the code is <script id="Cookiebot" src="https://consent.cookiebot.com/uc.js" data-cbid="5f8f2dac-54ca-4d4b-812e-1e4027996fa9" data-blockingmode="auto" type="text/javascript"></script> in the head tag. It is VERY likely that I have done something wrong!

Thanks so much for any help you can give me 🙂

Re: Cookies - can't see site when 'necessary only' is selected.

tranguyen — Tue, 02 Mar 2021 09:17:35 GMT

Thanks for sending that on @suzi_edg 🙂! I had a look here and I think it might be working now? I check the website on both my computer and my own phone. When selecting Use necessary cookies only on both Chrome and Safari, I was still able to see the site, click into the Instagram feed and view products.

Here's the website when I'm selecting just Use necessary cookies only.

Here's the website when I'm selecting Allow all cookies.

Would you mind trying to visit the site on an incognito browser/private browser for me and see if that would help? If not, please let me know the exact version of your browser (you can check this here). That way, I can check in with the ECOM specialist team to reproduce this issue as well.

Re: Cookies - can't see site when 'necessary only' is selected.

suzi_edg — Sat, 06 Mar 2021 14:34:08 GMT

Thank you so much for whatever it was that you did - it's all behaving perfectly now!

Re: Cookies - can't see site when 'necessary only' is selected.

tranguyen — Mon, 08 Mar 2021 11:11:47 GMT

Glad to hear it's all working now 😊!

Re: Cookies - can't see site when 'necessary only' is selected.

NordicRosie — Wed, 15 Sep 2021 13:22:46 GMT

Hello there, unfortunately I am having the same issue where I can’t view the website after selecting “the necessary cookies” option in the cookie banner. Please could you help?

Re: Cookies - can't see site when 'necessary only' is selected.

Ria — Wed, 15 Sep 2021 14:09:39 GMT

Hi @NordicRosie - Welcome to The Community!

Thanks for stopping by. I wanted to take a look into your Cookies issue and see if I can identify what may be happening and attempt to get it corrected as quickly as possible 🙂

Re: Cookies - can't see site when 'necessary only' is selected.

NordicRosie — Thu, 16 Sep 2021 10:00:09 GMT

Hi Ria, that’s great! Thank you so much! Our website is www.nordicrosie.com.

Please let me know if you need anything else.

Thank you.

Re: Cookies - can't see site when 'necessary only' is selected.

tranguyen — Thu, 16 Sep 2021 13:36:38 GMT

Hey @NordicRosie, I'm just stepping in for Ria here! I got a blank page as well when selecting Necessary Cookie Only and I couldn't see any reason why it happened. I've escalated this to our ECOM specialist team so they can investigate further and help resolve this as well.

Once I have an update from the team I'll be sure to follow up on this thread right away!

Re: Cookies - can't see site when 'necessary only' is selected.

DawnW — Thu, 16 Sep 2021 14:41:06 GMT

Hi, I'm getting the same issue https://the-glass-barn-studio.square.site Any help very much appreciated.

Re: Cookies - can't see site when 'necessary only' is selected.

mapleapron — Thu, 16 Sep 2021 16:35:45 GMT

Hello, I am also having the same issue www.mapleapron.com

Re: Cookies - can't see site when 'necessary only' is selected.

tranguyen — Fri, 17 Sep 2021 07:52:20 GMT

Hey @NordicRosie @DawnW and @mapleapron, thanks for raising this issue! Our engineering team has been able to investigate and resolve this, so the website should now display and run correctly when you select Use Necessary Cookies Only.

I've tested this on my end through incognito window and I can access the sites. Let me know how you get on; if you still run into any issue, do give me a shout here and I can take a further look into this myself.

Re: Cookies - can't see site when 'necessary only' is selected.

DawnW — Fri, 17 Sep 2021 08:19:22 GMT

Thanks for looking into this for us all @tranguyen, our site seems to be 'back in business'! I seem to have messed up my google HTML Tag while trying to sort this out yesterday, should have left it to those who know what they are doing 🙂 so that will be my next task - Google have verified the site ownership but I've deleted the HTML Tag somehow and can't seem to find anything on google that matches the format I need for Square. Anyway, main thing is we are back out there, thanks again @tranguyan and the other folks that raised the point. Have a profitable weekend all!

Re: Cookies - can't see site when 'necessary only' is selected.

katowe_uk — Thu, 14 Oct 2021 11:36:51 GMT

Good afternoon! I am also having the same issue www.katowe.com. My customers are getting a blank page when they select 'only necessary cookies'. I tried as well incognito and I also got a blank page. Please help

Re: Cookies - can't see site when 'necessary only' is selected.

DawnW — Thu, 14 Oct 2021 11:49:22 GMT

Hi, I seem to be getting the same problem again? Not sure what you did last time but it worked 😊

Re: Cookies - can't see site when 'necessary only' is selected.

DawnW — Thu, 14 Oct 2021 11:54:16 GMT

I’m hoping @tranguyen might look into this for us as I am having the same problem. It happened a while back and @tranguyen got us all up and running again.

Re: Cookies - can't see site when 'necessary only' is selected.

katowe_uk — Thu, 14 Oct 2021 12:21:45 GMT

I hope they can help us too

Re: Cookies - can't see site when 'necessary only' is selected.

tranguyen — Thu, 14 Oct 2021 12:31:16 GMT

Thanks for flagging this @katowe_uk and @DawnW! I'm going to reach out to our engineering team here so they can help resolve this as quickly as possible.

Re: Cookies - can't see site when 'necessary only' is selected.

tranguyen — Thu, 14 Oct 2021 16:06:51 GMT

I just want to follow up and let you know the issue has been resolved @katowe_uk and @DawnW! I've tested both sites and they should both be appearing when only necessary cookies are selected. Thank you for bearing with us while we look into this.