What should I do if I encounter an error during checkout?

Overview

If customers are encountering errors or getting stuck during the checkout process, the issue is often related to the app version, account type, or incomplete address. Follow the steps below to diagnose and resolve the problem.

Common causes and solutions

1. Customer is using an outdated app version

If a significant number of customers are experiencing checkout errors on the mobile app, the most likely cause is that they are using an outdated version of the app.

• Ask the affected customer to update the app to the latest version on the Play Store or App Store.
• If the issue persists after updating, report it to the SiteGiant support team with the app version number so it can be escalated to the technical team.

2. Customer is trying to check out using an affiliate account

Affiliate accounts are not able to place orders. They can only access affiliate program details.

• If checkout prompts the customer to log in again, confirm whether they are logged in as an affiliate account.
• Ask the customer to register and log in with a regular buyer account to place an order.

3. Customer's payment is stuck on the checkout page

If a customer reports being stuck on the checkout page without reaching the payment page:

• Ask the customer to provide a screenshot or screen recording of the page where they are stuck.
• Verify that the customer has entered a complete shipping address.
• Test the same product and shipping address from your end to confirm if the issue can be replicated.
• If the issue cannot be replicated on your end, ask the customer to clear the app cache or reinstall the app and try again.

Recommended troubleshooting flow

1. Confirm whether the customer is using a regular buyer account (not an affiliate account).
2. Ask for a screenshot or screen recording of the error.
3. Check that the customer has entered a complete shipping address.
4. Ask the customer to update to the latest app version.
5. If many customers are affected, contact SiteGiant Support and request escalation to the technical team, providing the app version and a description of the issue.

Updated on: 22/05/2026