Online booking or checkout is not working
Use this when a customer reports that they cannot complete a booking online — the shop does not load, the cart blocks them, or payment fails. Work through the checks in order; each one narrows where the problem lives.
1. Get the exact report
Ask the customer for:
- the exact URL they used
- the exact error text, word for word, or a screenshot
- the date and time of the attempt, with timezone
- device, browser, and payment method, if they reached payment
Vague reports ("it doesn't work") cannot be diagnosed. The exact error text usually points directly at the failing layer.
2. Reproduce on the public shop URL
Open the same public shop URL in a browser, not a back-office preview. Follow the same path as the customer: find the offer, add it to the cart, and proceed toward payment. Test the customer checkout describes the full customer-path test.
If the shop shows a staff login prompt, check whether Require staff login is enabled for the shop. If the shop does not load at all on a custom domain, note whether the default domain works — that separates a domain problem from a shop problem.
3. Read the error the shop shows
| Error area | Typical messages | Where the problem lives |
|---|---|---|
| Offer selection | Sold out, No times available, Price not available right now | Availability, prices, or sales channels |
| Cart | Some required information for your order is still missing | Required booking or attendee details |
| Cart | Some items in your cart need different checkout handling | Checkout policies of the mixed items |
| Submit | This cart cannot be submitted right now | Checkout policy or cart contents |
| Payment | Payment failed or a provider error | Payment method, provider, or customer eligibility |
For offer and availability blockers, continue in Troubleshoot availability and capacity. If the offer is missing entirely, see An offer is missing from the shop.
4. Check the payment step
If the failure is at payment:
- confirm the provider connection and live mode using Check payment provider setup before contacting support
- for missing Apple Pay or Google Pay buttons, see Troubleshoot wallet payments
- for methods that appear for some customers only, or differ between checkout and payment links, see Troubleshoot Klarna and pay-by-link payment methods
5. Check whether an order was created
Failed checkouts often leave a trace. Search Sales > Orders by customer name, and check the abandoned list as described in Find an auto-canceled or abandoned order. Inspect the order state, payment state, History, and the payment provider's transaction evidence before deciding what failed. An abandoned order can mean the customer left, availability changed, validation failed, or payment failed; it is not proof of a payment failure by itself.
6. Check recent configuration changes
Ask what changed recently: prices, checkout fields, legal documents, payment settings, shop pages, or a custom domain. A domain change is a common cause of wallet payment failures. Retest the exact failing path after reverting or completing the change.
Expected result
You can name the failing layer — shop access, offer availability, cart requirements, checkout policy, or payment — and either fix the setting or hand a precise report to ToucanTix support.
