Online booking or checkout is not working
- Last verified
- Last verified Aug 7, 2026
Use this when a customer cannot complete a booking online — the shop does not load, the cart blocks them, or payment fails. Start with the message shown to the customer and use the matching action below.
1. Check shop access
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.
2. Use the message shown in the shop
| 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.
When changing a date or time starts a new cart
If the customer's cart is still available, changing the date or time keeps the other cart contents. If the cart session has expired or is no longer available, the shop keeps the newly selected date or time and asks the customer to confirm the ticket and price selection again. The previous cart contents cannot be restored in that case.
Ask the customer to review all quantities and selections before continuing. If they had already submitted payment, check for an existing order before asking them to retry.
3. Check the payment step
If the failure is at payment:
- confirm the provider connection and live mode using Check payment provider setup
- 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
4. 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.
5. Check recent configuration changes
Review recent changes to prices, checkout fields, legal documents, payment settings, shop pages, or a custom domain. A domain change is a common cause of wallet payment failures. Complete or revert an unfinished configuration change before asking the customer to try again.
Expected result
The customer can continue checkout after the relevant shop, offer, cart, payment, or order setting is corrected. If all documented settings are correct and checkout remains blocked, contact KORONA Event support.
