Payment form won't load

[HawkinsHobbies]

The Square payment option on my site isn't working. When you choose to pay with Square, a notification stating 'Loading, please wait', comes up and the little circle just goes around and around but doesn't get any further.

A customer told me about this today so I've tried to do a transaction and found the same thing. This may have been going on for some time but other people have used Paypal instead.

Any help would be much appreciated.

[Emma_]

Hi @HawkinsHobbies, I'm sorry to hear about that. Can you share a link to your website and the web browser you use on your device? I will test it on my end. 

[gcstwit]

Hi Emma/Square,

I've had almost the exact same issue reported by a customer over the weekend. The only odd thing is that it's happening repeatedly for one customer (another customer had similar issues a few weeks ago but successfully completed the transaction the following day.

My customer has used Edge and Safari on a laptop and an iPad in an attempt to make the transaction, but has failed multiple times on several days.

Please could you take a look at gloucesterchoral.square.site and see if there's anything that looks wrong?

In general I'm seeing transactions come through most days at the moment for this particular event, so I'm at a loss for what I can do to fix it.

Many thanks!

[Breffni]

Hi there @gcstwit thanks for flagging this and sorry to hear that your customer is having some trouble. 

I had a look at your site just now and didn't have trouble with Safari or Chrome.

The transaction process appears to be working smoothly.

However, if your customer is experiencing repeated difficulties, it may be specific to their network or devices. I'd recommend advising the customer to try again, ensuring they have a stable internet connection and attempting the transaction from a different device or network if possible.

Thank you for your diligence in resolving this matter, and I'm here to assist in any way I can if the customer continues to report this. 

[HawkinsHobbies]

Thanks Emma.
www.hawkinshobbies.co.uk

I use Firefox but I don't know what the customer was using.

[Breffni]

Hi @HawkinsHobbies, just stepping in for Emma. 

Just taking a look at your site and this is actually a query for your host. We don't have access to your site account here so we wouldn't be able to check anything that may be preventing the integration from working. 

I took a quick look at your account and it appears everything is set up correctly in order to accept payments on Squares end, so when you can, please get in touch with your host's support team for some troubleshooting. Thanks and apologies we couldn't assist more with this. 

[HawkinsHobbies]

Hi Alegra,

Thanks for your response - much appreciated.

I'll get in touch with the host and the company who produce the extension for Square on Opencart and see what can be done.