Klarna Move to payments page keeps re-loading
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Hi!
I tried to reach out by email without response, my sight is not accepting payments. As you click continue to pay, the page just keeps re-loading and does not go forward. I have talked to Klarna and they said the problem is with woo commerce. How can we fix this?
I have no idea how many customers have been turned away, but this is a big issue.
WP.com: Yes
Jetpack: Yes
Correct account: YesThe blog I need help with is: (visible only to logged in users)
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Hey there, I’m looking for more information on this issue you’re running into.
While we’re checking, can you let just know when this issue started? Was Klarna working before and it just stopped recently, or is this a new setup that hasn’t worked correctly yet? Please let us know; it’ll will help us know whether to look into settings or recent updates. We’re looking for details on this side, too.
Thank you!
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Hi! We are not sure when the problem has started, but I suspect it has something to do with an update that does not support Klarna. Thank you for helping me!
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Thank you for the update! We’ve been doing some digging, and while we see other reports of a similar error, it seems to have gone away as mysteriously as it appeared, but in the few cases where I have found details, it’s due to some styling/template issue on the cart or checkout page.
I noticed your cart template has been customized. Would you be willing to clear those customizations to see if that will help?
You would do that here:
https://smartriders.shop/wp-admin/site-editor.php?path=%2Fwp_template%2Fall
If you’d like to back up the existing template, you can click to edit > click options > code editor, then select all and copy that so you’ve got a copy of your existing page. Save to a text file for the time being; you can re-paste that in the same place if the test doesn’t work.
Then go back to the list of templates, tap the three dots, and choose to clear customizations. After that you will want to clear cache, then try checkout again.
Or with your permission, we can try it here. Let us know. I’ve made a copy of your existing template already.
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Hey there,
No problem – I’ve reset the customisations for you, but this doesn’t seem to have resolved the experience here.
I’ve done some digging and it looks like Elementor would be next to rule out. The reason being is that, it looks like the development version of Elementor is installed on the site (which is not generally typical).
Have you used Elementor on the site in any capacity, especially templates? Additionally, this is now deactivated – did this deactivation cause the behaviour you’re now seeing?
Any context, information or timeline of events could be useful here.
Looking forward to hearing more!
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Hi!
I hant been using elementor to my knowlage… I have just been updating the frontpage and added some products. Can there be an update that is not compatible with Klarna?
kind regards johanna
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Yeah, I don’t think editing the front page would affect this. It seems like it’s something that’s on the cart page, so _possibly_ header or footer changes, but I doubt that.
I see Elementor is deactivated, and customizations to the cart page are cleared. Did Klarna support happen to mention any known conflicts?One thing we can try too, since every hint we’ve found seems to point to theme conflicts, is just temporarily changing to a default theme such as Twenty Twenty Three. The site would of course look wrong for a moment, but it could be changed back right away once it’s clear whether the theme is the issue.
Would you be willing to try that, or allow us to try it here?
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Hi @gorbatow, hmm, it wasn’t the theme, and I think we’ve already deactivated anything that customizes the cart page.
Would you mind trying the Health Check plugin to troubleshoot? That will allow you to deactivate all excess themes and plugins without affecting the live site:
Health Check & Troubleshooting
Also, was Klarna support able to provide any further details on the error? The “reason” code seems to be encrypted, but somewhat consistent:
?kco-order=error&reason=RmFpbGVkIHRvIGxvYWQgS2xhcm5hIENoZWNrb3V0IHRlbXBsYXRlIGZpbGUu -
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Hi there!
Please click here to view how to use the Troubleshooting mode to check for a plugin conflict. There’s a video down on that page that you can watch to see it in action as well.
Basically, you’d want to activate the troubleshooting mode. This will disable all plugins and activate the default theme. This is only for you. Your visitors continue to see the site as-is.
You’d want to activate the desired theme and the basic plugins (like WooCommerce, Jetpack, etc.). The idea is to get your site to a point where the shop is up and running with the bare minimum of plugins. If everything works, then you activate another plugin and check again. As soon as the problem returns, you will be able to identify which plugin you activated last and therefore find out the conflicting plugin.
Hope that helps!
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Will that disable the plug-ins, or will they continue to work? Example the Klarna plug-in, will it be affected? Is this something you could do, as I am afraid I will just make things worse😅
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Hey there,
They should continue to work, the healthcheck plugin would just alert you of any potential issues, and provide clues as to what could be happening there.
Is this something you could do, as I am afraid I will just make things worse😅
I understand and sympathise with this sentiment.
It’s probably best that you run this plugin, the reason being is that we did not build the site, and so you may find the clue that you need to solve the issue.
I hope this helps to offer reassurance!
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Site Health Status
The site health check shows information about your WordPress configuration and items that may need your attention.
1 critical issue
Critical issues are items that may have a high impact on your sites performance or security, and resolving these issues should be prioritised.
Page cache is detected but the server response time is still slowPerformance
Passed tests
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Now the theme has changed to Twenty Twenty Two, without me changing it. The site now goes to checkout page, but it is empty.
Also Klarna confirmed that the problem is not in their end…
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Hey there,
Many thanks for your patience whilst we look into this.
It looks like this is theme specific and so we’re looking into next steps.
We appreciate your patience at this time.
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Any news? we have customers complaining they can’t order from us.. and we are ofcorse missing out on sales!
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Hi @gorbatow,
Now the theme has changed to Twenty Twenty Two, without me changing it. The site now goes to checkout page, but it is empty.
Was that while you were using the Health Check plugin? It’s an option in there. I can’t see that the live site was ever changed to Twenty Twenty Two.
In my health check test, no matter what theme it’s using, I see the error if Klarna and WooCommerce are enabled at the same time.
I don’t have any trouble if Klarna is off. Is that what you see in the Health Check mode too?
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