Checkout message at the payment: An unexpected error occurred, please refresh the page and try again

[gliulividigina]

Dear all,

i hope that someone can help me.

I built the following website: https://www.gliulividigina.com where i sell Extravirgin olive oil produced in sicily.

At the check out page when my client want to finalize the payment with credit card it shows me this error: An unexpected error occurred, please refresh the page and try again.

Can please someone help me to solve this problem. I tried to disconnect stripe and reconnect it but nothing, refreshed the page, eliminated cookies but nothing. Thank you

 

[Katie_SQ]

Thank you for reaching out about this, @gliulividigina!

I've gone ahead and escalated this to our Advanced Support team for further investigation. 

In the meantime, are you able to confirm whether this error message is appearing at the checkout on different web browsers and devices? (For example, Google Chrome, Safari, Mozilla Firefox, desktop computer, laptop, phone, tablet, etc).

Thanks and talk soon!

[gliulividigina]

Yes, i confirm that i tried on Chrome,  Edge and mobile phone and this error is appearing always.

[Camuka00]

Did you get this problem solved, as this has happened to me, and suddenly my customers are getting this message and cannot place a payment. 

[Camuka00]

Have you managed to solve this problem? This happened to my site 48 hours ago, and customers have contacted me telling my they cannot process payment, it comes up with  a similar message. 
I have escalated this via phone, but no one has responded in 24 hours. 

[gliulividigina]

Unfortunately not.

I'm still waiting a reply from the first contact that says:

Thank you for reaching out about this, @gliulividigina!

I've gone ahead and escalated this to our Advanced Support team for further investigation. 

In the meantime, are you able to confirm whether this error message is appearing at the checkout on different web browsers and devices? (For example, Google Chrome, Safari, Mozilla Firefox, desktop computer, laptop, phone, tablet, etc).

Thanks and talk soon!

For the moment nothing

[Katie_SQ]

Hi @gliulividigina,

I've heard back from our Advanced Support team, and they've asked whether you can please once again disconnect/reconnect your payment processors (Stripe and Paypal).

Please let me know once this is complete and whether you're still experiencing the same issue.

[gliulividigina]

ALREADY DONE.

THE SAME ISSUE

[Katie_SQ]

Sorry to hear this, @gliulividigina. 

Our team would like to investigate further by trying to replicate the problem on their end. To properly diagnose what's happening, they'll need your permission to:

1. Temporarily unpublish and republish your site
2. Place a test order on your site

If you're comfortable with these steps, please reply with your written permission so we can proceed with troubleshooting.

Thank you for your patience while we work to resolve this.

[gliulividigina]

Hello, 

dear all, i prefer to not unpublish the site and republish but to try a test order on my site.

Thank you

[Katie_SQ]

Hi @gliulividigina,

Our team will need to unpublish the site and republish it before attempting a test order. Rest assured, the site will only be unpublished for a few moments before it's published again.

If you're happy for them to go ahead with this, please reply with your written permission allowing the team to: 

1. Temporarily unpublish and republish your site and, 

2. Place a test order on your site


Thank you!