Why customers can't check out

Match the message your customer sees at checkout to its cause, from no way to pay or the wrong Yoco key to EFT limits, delivery settings, sold-out stock and discount codes, and fix it.

Almost every checkout problem comes from a store setting, and the message your customer sees tells you which one. Find that message below. If a customer only tells you "it didn't work", place a test order yourself and see what comes up.

Test your own checkout

Open your shop in a private or incognito browser window.
Add something to the cart and go through checkout as a customer would.
Note the exact message you get, and where it appears.

If the whole shop shows This store isn't available, the problem isn't checkout. See My shop isn't showing up for customers.

Payment messages

"This store hasn't switched on online payment yet"

You haven't connected a payment provider, and bank transfer (EFT) is off. The order is still saved, as Unpaid, and the customer is told you'll be in touch to arrange payment.

To fix it for future orders, go to Settings → Payments and do one or both:

Connect iKhokha, Yoco or Peach Payments under Card payments. See Connect a payment provider.
Add your bank details and switch on Bank transfer (EFT). See Take payments by bank transfer (EFT).

For orders already placed, open the order under Orders. You can click Remind to pay to nudge the customer, or Take payment to record a payment you've received another way. If Yoco is connected, Charge with Yoco creates a pay link for that order.

"Online payment with [provider] is being set up"

A provider is connected, but ShopEazy can't use its keys to take a payment. Reconnect it:

Go to Settings → Payments and open the provider.
Click Disconnect (the button shows the provider's name).
Back on Settings → Payments, click the same provider under Card payments and paste fresh keys from their dashboard.

"This store's card payments aren't set up correctly yet. Please contact the store."

Yoco rejected your key when the customer tried to pay. Usually the wrong Yoco key was pasted, for example a Developer Console yoco_live_ key instead of the Checkout API sk_live_ key. Disconnect Yoco and reconnect with the secret key from Checkout API in the Yoco App.

"This store can't take card payment right now."

ShopEazy couldn't find your provider's keys. Disconnect the provider and connect it again with your keys.

"Yoco couldn't start the payment. Please try again in a moment."

Yoco didn't accept the request this time. Ask the customer to try again. If it keeps happening, check your Yoco account is active and your keys are the live ones.

A message naming iKhokha or Peach with a number in brackets

For example iKhokha checkout failed (401). or Peach auth failed (401). The provider refused the request, and the most common reason is a wrong or expired key. Disconnect and reconnect with fresh keys. If that doesn't help, email support with the exact message, including the number.

Your Yoco key is a test key

If your Payments page shows Checkout API · test mode, you connected a sk_test_ key. A test key is for trying out checkout, not for real sales. Once Yoco has verified your domain, disconnect Yoco and reconnect with your sk_live_ key.

"That payment didn't go through and you haven't been charged."

The customer reached the payment page but the payment was declined or cancelled. Their order is saved as Unpaid and they can try again with the same or another card. If lots of customers see this, check your provider's dashboard for declines.

Bank transfer (EFT) messages

"You've placed several bank-transfer orders recently. Please pay for those first, or try again a little later."

The customer has placed three EFT orders with the same email address in the last 24 hours. This limit stops anyone filling your orders list with orders that will never be paid. They can pay for the orders they already placed, try again later, or pay by card if you offer it.

"Bank transfer isn't available right now — please choose another way to pay."

EFT was switched off while the customer was checking out. Switch it back on under Settings → Payments if you meant to offer it.

The customer paid by EFT but the order still says Unpaid

That's expected. ShopEazy can't see your bank account, so an EFT order waits until you confirm it. Once the money shows on your bank statement, open the order and click Mark EFT received. See Take payments by bank transfer (EFT).

Delivery problems

Customers aren't being charged for delivery. Delivery is switched on by default with a fee of R0, so checkout shows Free delivery until you set a price. Go to Settings → Delivery. Under Prices, make sure Deliver orders is on, set Couriers charge to One flat fee and enter a Delivery fee. Click Save changes. If you deliver orders yourself, the price comes from your zones instead: set it under Settings → Delivery → You deliver. See Deliver orders yourself.

"Please choose a delivery speed." Your couriers charge Their live price, or you deliver yourself with zones, so the customer has to pick one of the delivery options before they can place the order. This is working as designed.

"Add the suburb to your delivery address." The customer chose Deliver to me without a complete address. Checkout names what's missing, such as the street address, suburb, city or postal code.

Live rates sometimes come out free. When the courier can't be reached, checkout falls back to the fee under If a courier can’t price it. If that's empty, delivery is free. Set it under Settings → Delivery → Prices.

There's no delivery option, only collection (or the other way round). Checkout only offers what you've switched on. Deliver orders (under Prices on Settings → Delivery) controls Deliver to me, and Customers can collect (under Settings → Delivery → Collect from you) controls Collect from store. You can't switch both off. The console stops you with "Turn on delivery or collection — shoppers need at least one way to get their order."

Stock and availability

The button says Sold out. The item's stock is zero. Update the stock count, or turn on Keep selling when out of stock on the product. If you don't want to count stock at all, turn off Track quantity.

"Those items are no longer available." Everything in the customer's cart has been hidden, archived or deleted since they added it. Open the item and pick Show on my shop, then Save changes, or ask the customer to shop again.

"Please pick a time for [service]." The customer needs to choose a booking slot before checking out.

"Sorry — [service] was just taken. Please pick another time." Someone else booked that slot while the customer was checking out. They need to pick another time. A similar message says how many places are left when a group booking asks for more than remain.

The event shows "Event has ended" or "Sales closed". An event stops selling once it has finished, and tickets stop selling when every ticket type is closed or sold out. Check the event's dates and ticket types.

Discount code messages

The customer sees these when they enter a code at checkout:

"We don't have a code called [CODE]." The code doesn't exist. Check the spelling against Discounts.
"[CODE] is no longer available." The code is paused or deleted. Open it under Discounts and switch Live to On.
"[CODE] hasn't started yet." or "[CODE] has expired." Check the dates under Runs from.
"[CODE] has been fully claimed." It reached its Total uses. Raise the limit if you want more people to use it.
"Spend R… more to use [CODE]." The basket is under the Minimum spend, which doesn't count delivery.
"You have already used [CODE]." The customer reached Uses per customer. This is matched on the email they check out with.

If a code runs out in the moment between the customer applying it and placing the order, the order goes through at full price rather than failing.

Members-only stores

"This store sells to members only — sign in and get approved to check out." You've switched on Only approved members can buy under Settings → Membership. Customers can browse, but they have to apply, be approved and sign in before they can pay. Approve waiting applications under Members, or switch the setting off if you want anyone to buy.

Messages about the customer's details

These are shown to the customer and they can fix them themselves: "Please enter your name.", "That email address doesn't look right.", "That phone number doesn't look right." and "Please fix the highlighted fields."

Still stuck?

Email support with your shop address, the order number if an order was created (it looks like ORD-00042), the exact message and a screenshot. See Contact ShopEazy support.