Squarespace Checkout Troubleshooting Guide
TL;DR:
- Update browser, clear cache, and disable extensions for smooth checkout
- Verify payment methods and reconnect if necessary (Stripe, PayPal)
- Use the Orders panel to confirm processed orders and connection statuses
- Check and fix issues like missing shopping cart icons and private site settings
- Disable test mode to accept real payments
- Ensure products are visible and your site is public for checkout functionality
Troubleshooting Browser-Related Issues
When customers can't complete checkout, start with the basics. Ask them to update their browser to the latest version, clear their cache, or try an incognito window. Browser extensions often cause problems, so disable them temporarily.
They should also check their payment method works with their bank. Sometimes cards get blocked for online purchases without warning.
Handling Common Error Messages
Unable to Process Payment
Squarespace Payments and Stripe: Make sure your account is verified. If you're using Stripe, disconnect and reconnect your account from the Payments panel.
PayPal: Reconnect your PayPal account and double-check it's fully set up for business payments.
Missing Page Error
Check your domain connection. New domain connections can take up to 72 hours to work properly. If you're using domain forwarding, make sure it's set up correctly.
Merchant Payment Setup Issues
Head to Settings > Payments and reconnect your Stripe or PayPal account. This fixes most payment processor connection problems.
Declined Payment or Unavailable Items
Tell customers to double-check their payment details. If they've had previous declined attempts, they might need to wait a bit before trying again.
Addressing Other Checkout Concerns
Checkout Closed or Authentication Failed
Make sure your payment processor supports the customer's currency and you're on a Business plan or higher.
For "Authentication failed" messages in Europe, customers need to complete Strong Customer Authentication. They should try the purchase again and approve it through their bank's pop-up window.
Other Common Issues
Missing shopping cart icon: Check you have products listed and disable Express Checkout in your settings if it's turned on.
Private site blocking checkout: Change your site visibility to public. Private sites can't process payments.
Expired downloads: Resend download links through the Orders panel rather than asking customers to repurchase.
Test Mode and Product Availability
Turn off test mode in your payment settings to accept real payments. Make sure your products are set to visible and actually appear on your store pages.
If customers can't add items to their cart, check your product visibility settings and remove any custom code that might interfere with the checkout process.
Pixelhaze Tip: Custom code and third-party apps often cause checkout problems. Remove any custom code temporarily and test your basic checkout process first.
FAQs
What should I do if a customer can't check out?
Ask them to update their browser and disable extensions first. Then check their payment method is valid and your payment processor is connected properly.
How do I fix a 'Checkout is Closed' message?
Connect a supported payment processor (Stripe or PayPal) and make sure you're on a Business plan. Check your accepted currencies match what your customer is trying to use.
Why can't customers add products to their cart?
Check your products are set to visible and your site isn't private. Remove any custom code temporarily to test if that's causing the problem.
Jargon Buster
Strong Customer Authentication (SCA): European regulation requiring two-factor authentication for online payments (like password plus SMS code).
Domain Forwarding: Redirecting one domain to another. Use unmasked forwarding so your actual URL shows, which helps eCommerce features work properly.
DNS Records: Settings that direct internet traffic to your website. These need correct configuration for third-party domains to work with Squarespace.
Wrap-up
Most checkout problems come down to browser issues, payment processor connections, or basic site settings. Work through these systematically and you'll solve most problems quickly.
Keep your setup simple and test after making changes. A basic setup that works beats a complex one that doesn't.
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