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Customers are unable to checkout, there is endless spinning icon

This topic has 14 replies, 3 voices, and was last updated 2 months, 4 weeks ago ago by Rose Tyler

spirtx

Participant

July 8, 2024 at 11:05

Hi, For a while, my customers haven’t been able to checkout properly. When they try to checkout, the icon is endlessly spinning, and they can’t place an order. It appears that the problem has been present for a month or two. I thought that we were going through a slow period, but then customers reported to me that they were unable to checkout.

It’s strange that this won’t happen to all customers; only a small number are able to place an order, but the majority are unable to. For example, I can place an order from my desktop, but I can’t do it when using my mobile. I tried removing the caching for my cart pages and also disabling the AJAX for the cart, but those didn’t help. I also tried disabling a few plugins again with no luck. This must have started when I updated the theme as before we never had an issue.

Thanks

#403571 Copied Theme version: 9.3.14

13 Answers

Rose Tyler

Support staff

July 8, 2024 at 11:24

Hello spirtx,

Thank you for contacting us and for using XStore.

Please provide a detailed video of customer actions and the problem.

We can’t see the issue on your site right now – https://prnt.sc/8TqS1wBC8MLG

Please temporarily activate the Storefront theme (Appearance > Themes) and check how it works with this default WooCommerce theme.
If the problem is independent of the theme, contact the support of the WooCommerce plugin – https://wordpress.org/support/plugin/woocommerce/

Best Regards,
8Theme’s Team

#403579 Copied

spirtx

Participant

July 8, 2024 at 11:29

I’m sending you recording links in the private content area.

I installed clarity to see what is problem.

Please contact administrator
for this information.

#403581 Copied

Rose Tyler

Support staff

July 8, 2024 at 11:54

Hello spirtx,

Please provide temporary wp-admin and FTP access.

To grant WP-Admin access, please proceed to create a new user account with an administrator role through your WordPress Dashboard. Once the account is established, you may securely transmit the username and password to us via the Private Content section designated for this purpose.

For FTP access, we require the following details: FTP host, FTP username, FTP password, FTP port, and FTP encryption type. If you need assistance in creating these credentials, please reach out to your hosting provider who will guide you through the process.

Best Regards,
8Theme’s Team

#403589 Copied

spirtx

Participant

July 8, 2024 at 12:44

sending you those

Please contact administrator
for this information.

#403604 Copied

Luca Rossi

Support staff

July 8, 2024 at 15:20

Hi @spirtx,

We’ve made 2 orders and they worked fine.

Could you please try again?

Thank you!

Files is visible for topic creator and
support staff only.

#403644 Copied

Luca Rossi

Support staff

July 8, 2024 at 15:20

Another image.

Files is visible for topic creator and
support staff only.

#403646 Copied

spirtx

Participant

July 8, 2024 at 15:47

I just tried from my iphone and there is no change.

#403658 Copied

spirtx

Participant

July 8, 2024 at 21:28

Hi,

I saw a solution somewhere

I have added:
.blockOverlay{
display: none!important;
}

to the additional CSS section and it seems to work now.

But I’m not sure what that code does 🙂

#403690 Copied

Luca Rossi

Support staff

July 9, 2024 at 05:31

Dear @spirtx,

We are pleased to inform you that we have successfully placed a new order for our mobile device, and it is functioning properly.

We are delighted to hear that everything is now working smoothly.

Best Regards,
The 8Theme Team

#403707 Copied

spirtx

Participant

July 9, 2024 at 06:30

HI,

I’m also pleased that I fixed this, but this is only a temporary solution.

I just hid the spinner but this would not resolve any underlying issues.

I will appreciate if you find those underlying issues.

#403711 Copied

Rose Tyler

Support staff

July 9, 2024 at 10:24

Dear @spirtx,

We hope this message finds you well. We have conducted several test orders on your website using various browsers and devices, both as logged-in users and through incognito browser windows. We encountered no issues, and each order was successfully processed.

We kindly ask that you perform a similar check on your end. Should you encounter any problems, please provide us with a video demonstrating the products you attempted to purchase and the exact details you entered. This will enable us to accurately replicate your actions and troubleshoot any issues.

Thank you for your cooperation.

Best Regards,
The 8Theme Team

#403770 Copied

spirtx

Participant

July 9, 2024 at 11:18

I’m not sure if you get me right.

I have added an additional CSS code to the theme, in order to get rid of the spinning icon. However this is not resolving the underlying issue but it’s just a temporarily solution.

Of course all test would be ok since I add this code, in the second I remove it all will be back to the previous issue.

Hope you understand me now.

#403788 Copied

Rose Tyler

Support staff

July 9, 2024 at 11:22

Dear @spirtx,

We have conducted tests without the custom CSS code and kindly request that you provide a video demonstrating the problem, along with the steps needed to replicate the issue. This will greatly assist us in addressing your concerns more efficiently.

Thank you for your cooperation.

Best Regards,
The 8Theme Team

#403790 Copied
Tagged: endless spinning icon woocommerce, fix woocommerce checkout problems, resolve woocommerce spinning icon issue, woocommerce checkout loading issue, woocommerce checkout troubleshooting, wordpress woocommerce checkout issues
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