Payment Screen Loading Indefinitely

[Creagle]

On our site https://www.aquilapizzeria.co.uk/ which we have had live for about 3 weeks now, some users on Chrome cannot checkout, when they click place order the loading screen just shows the 3 dots moving indefinitely. Have been contacting Square daily but they are no use and just say they cannot recreate the issue. Anyone experiencing the same thing or know the fix? 

[Sammie_C]

Hi @Creagle, thank you for reaching out here on the Square Community. Sorry to hear you have not been able to reach a solution on this yet.

Sometimes particular devices can cause issues such as you have mentioned. When you spoke with Support, did they go over any troubleshooting steps for your sellers to try?

• Check for a strong internet connection
• Clear browser cache and cookies
• Try a different Browser, such as Firefox, or Safari
• Ensure that your web browser is up-to-date
• Log out and log back in
• Restart your device

Typically after running through these basic troubleshooting steps, can fix these types of issues. Please let me know if this helps at all and if not, I can keep looking into this for you.

[Creagle]

Hi Sammie 

Thanks for your input. 

Of the suggestions you made, only asking customers to order whilst having a strong internet connect seems to be a reasonable ask. We cannot professionally ask our customers to do the other suggestions and continue to appear to be a credible business as by doing so shows's there's something not right with the setup of our site and that is going to undermine confidence customers have in us as a business. What I want to do it fix whatever is wrong with the site to cause these issues. 

Our domain is hosted with Wix and we have a redirect to the square site, could this be the root cause of the issue? If so we will look at transferring the domain to Square. 

How many businesses are actually using Square for online restaurant ordering? Surely we cannot be the only site experiencing this issue. 

[Sammie_C]

I understand, @Creagle. The reason I asked about the troubleshooting steps, is that is always our first steps we take when trying to figure out different issues here at Square. Sometimes those simple checks can fix it, but I definitely understand what you are saying about being able to ask customers to go through all those steps.

Potentially. So just to make sure I understand correctly, your domain is hosted through Wix, but your website is through Square, correct? Do you know if it is a Square Online account or a Weebly account?

I do not have an exact number of users, but I personally have not heard of any other sellers with this issue at this time. Once I have the above information, I can definitely get this escalated to our eCommerce team to take a look though.

[Creagle]

When I was able to create the issue on my own MacBook using chrome, cleaning caches, reopening the browsers, restarting the laptop didn’t fix the issue. However it did always work fine on safari. The problem has now gone on chrome for me, BUT not other customers as they’re reporting it daily. I’ve noticed the order confirmation screen has a new design now and hoped this meant square had fixed it but alas no. 

yes that is correct, our domain is hosted through Wix but the site is through square. I understand it’s a square online account

[Sammie_C]

Thank you for all that information, @Creagle. I went ahead and checked in with our eCommerce team and they took a look. They said that Chrome may have recently had an update that could have temporarily have caused checkout issues on certain sites, which would explain why we could not replicate the issue on our end.

Do you know if your customers, or yourself, are still experiencing the issue?

[Creagle]

Yes some customers are still experiencing the issue. Has Square now released a fix to ensure the site works on the updated version of chrome? 

[Sammie_C · Accepted solution]

According to our eCommerce team @Creagle, everything is working as intended on our side and this does appear to be a Chrome issue. Unfortunately, Square does not have the ability to fix an issue that is on Chrome's side. 

Our eCommerce team provided the same troubleshooting steps I sent over that may be able to help, but beyond that since it is not a Square issue our Support teams have limited abilities in "fixing" this as Chrome would be the party to contact.