Checkout Issues - Troubleshooting

Checkout Issues

Why can't I change the Quantity of Delegates to more than 20 in the Checkout Basket?

20 Delegates is the maximum number of Delegates selected within Checkout

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A booking hasn't appeared within the Platform after the booking was completed

To provide Users with a faster and more seamless booking experience, the ‘Completed Booking’ confirmation page is designed to appear immediately after submission, without waiting for all related records—such as Delegates, Placeholders, Invoices, Bookings, and Transaction details. This process runs in the back ground and may not appear immediately within the Platform.

Please allow at least up to 10 minutes for the Booking, Delegates, Course, Invoice and Transaction to show before raising the issue.

If the Booking does not show after 10 minutes has passed, please reach out to the Customer Support Team for further support

What does the "In Progress" status mean in the Checkout baskets DataGrid?

The ‘In Progress’ status in the Checkout Baskets DataGrid, means the payment has taken place and the basket is in the process of completing

How do Discounts work within Checkout?

Discount code not applying in the Checkout

Please visit our Discount Issues page for further support on Discounts not applying

'Course is ‘Fully Booked’, and cannot be added to basket' message displays when trying to add a Course with a Waiting List to my basket

Please reach out to the Customer Support Team who will check that ‘Waiting Lists’ have been enabled on your Platform

I am selecting a Delegate in Checkout, but when clicking ‘OK’, the Delegate isn't assigned

This happens when a User doesn't have a ‘Main Account’ selected under their User record. Every User should have a ‘Main Account’ and its not often they don't, however sometimes this can be missed by an Import or during implementation

• Check the ‘Main Account’ for the User

Does the User have a Main Account listed on their User record?

To check this, please do the following:

1. From the Main Navigation Menu on the left hand side, select ‘Users’

2. Using the search bar and or filters, search for the User by their name

3. Right-click the User and select ‘Edit’ from the context menu

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4. Scroll down the ‘Employment’ section and check that they have a ‘Main Account’ listed

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If this is empty, add a ‘Main Account’ by using the ‘Select’ button and selecting the correct Account.

Try selecting the Delegate again within the Checkout Basket

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Please Note

If you are having issues adding a Main Account or finding the User in the first place, please reach out to the Customer Support Team for further support

'Something has gone wrong' error message when trying to fill in the Booking or Registration form in Checkout

The "Download" button is not downloading a file when clicked in Checkout

If you are having issues with the Download button in Checkout, please check the following:

• Check the image within the Checkout Basket

Is the image showing correctly in the Checkout basket?

If the image isn't showing correctly or your not sure, please reach out to the Customer Support Team and provide the image you want to show within this section.

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An alternative solution at this stage would be to ask the Delegate/User to take a screenshot of the confirmation of Booking

A Workflow Confirmation has gone out for a Booking that wasn't actually completed.

If you’re having trouble with your Booking Confirmation Workflow, please check the following:

• Check the settings of your Workflow

For more information on automated Booking confirmation emails and how to set these up correctly, please visit the following: https://accessplanit.atlassian.net/wiki/spaces/HG/pages/3175385123

No payment methods are showing in the basket

If no payment methods are showing in your Checkout Basket, please check the following:

• Check the correct Transaction Methods have been selected

Is the right Transaction Method selected?

To allow Transaction Methods to be selected within Checkout Basket, you need to make sure the correct methods are selected within Account Finance options.

1. In the top right hand corner of your Platform, select ‘Profile’ and then ‘Administration’

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2. From the ‘Administration’ menu, select ‘Account Finance Options’

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Please Note

This option will only show for Super Administrators, you may need to speak with your Super Administrator to allow Transaction Methods

3. Scroll down until you see the ‘Payment Methods’ section

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4. Using the tick boxes, select the relevant Transaction Methods you want available

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5. Optional - If the Transaction Method you require isnt available, use the ‘Transaction Methods’ option in the top right hand corner of this section to add them in

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6. Don't forget to click the ‘Update’ button at the bottom of the page

Please Note

If you are selecting a Payment Gateway such as Stripe, Opayo, Barclays etc, you will need to ensure the correct details are added for these gateways in the section below once selected

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For more information on Payment Gateways, please see the following help guide: https://accessplanit.atlassian.net/wiki/spaces/HG/pages/419954805

• Check the Transaction Method Exclusivity