---
title: Having trouble checking out in the Shop?
description: Help Center
---
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1. [Help Center](https://help.gotphoto.com/en/support?hsLang=en)
2. [Troubleshooting](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en)
3. [Customer-Facing Issues](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#customer-facing-issues)
August 17, 2026
# Having trouble checking out in the Shop?
**Table of contents**
- [Overview](https://help.gotphoto.com/en/support/having-trouble-checking-out-in-the-shop#Overview)
- [Check browser compatibility](https://help.gotphoto.com/en/support/having-trouble-checking-out-in-the-shop#Check-Browser)
- [Enable pop-ups](https://help.gotphoto.com/en/support/having-trouble-checking-out-in-the-shop#Enable-Popups)
- [Refresh the page](https://help.gotphoto.com/en/support/having-trouble-checking-out-in-the-shop#Refresh)
- [Still not working?](https://help.gotphoto.com/en/support/having-trouble-checking-out-in-the-shop#Still-Issues)
- [The takeaway](https://help.gotphoto.com/en/support/having-trouble-checking-out-in-the-shop#The-takeaway)
### **Overview**
If your customers are having trouble checking out, the issue may be due to outdated browser settings or an active pop-up blocker. Share these troubleshooting steps to help them complete their order successfully.
---
### **Check browser compatibility**
Ask your customer to visit [www.whatismybrowser.com](https://www.whatismybrowser.com/). This tool works on both mobile devices and desktop computers.
- They will see whether their browser is up-to-date and if any settings are blocking functionality.
- If anything is marked in red or outdated, they should follow the recommended steps on the page.
- If issues persist, have them copy the unique link shown and share it with you. This allows Customer Care to investigate further.
**Customer view**
**Shared link view**
---
### **Enable pop-ups**
The legacy GotPhoto shop requires pop-ups to be enabled for checkout. This is especially important if you offer upselling downloads or prints with your packages. Provide guidance based on their browser:
- **Chrome**: Go to *Settings → Privacy & Security → Site Settings → Pop-ups and redirects*, then allow pop-ups for your site.
- **Safari (iPhone/iPad)**: Go to *Settings → Safari → Block Pop-ups*, and turn this setting OFF.
- **Firefox**: Click the shield icon in the address bar → Manage protection settings.
---
### **Refresh the page**
After updating their browser settings, customers should refresh the page or restart their browser and try checking out again.
---
### **Still not working?**
If checkout still fails, ask the customer to send you their **WhatIsMyBrowser** link. Pass this information to Customer Care so we can help troubleshoot further.
**Please note:** Customers on secure networks (e.g., at work, at school, or in highly secured home setups) may face restrictions due to firewalls or network policies. If possible, ask them to try completing checkout:
- On a mobile device using mobile data
- Or via a different, less restricted network
---
### **The takeaway**
Most checkout issues can be resolved by updating browser settings, enabling pop-ups, and refreshing the page. If problems persist, collecting the *WhatIsMyBrowser* link allows Customer Care to provide direct support.
- [Getting Started](https://help.gotphoto.com/en/support/getting-started?hsLang=en#main-content)
- [One-Time Settings](https://help.gotphoto.com/en/support/getting-started?hsLang=en#one-time-settings)
- [Price Lists and Product Packages](https://help.gotphoto.com/en/support/getting-started?hsLang=en#price-lists-and-product-packages)
- [Your Online Shop](https://help.gotphoto.com/en/support/getting-started?hsLang=en#your-online-shop)
- [Communication With Customers](https://help.gotphoto.com/en/support/getting-started?hsLang=en#communication-with-customers)
- [Upselling Options](https://help.gotphoto.com/en/support/getting-started?hsLang=en#upselling-options)
- [Navigation](https://help.gotphoto.com/en/support/getting-started?hsLang=en#navigation)
- [How-To's](https://help.gotphoto.com/en/support/how-tos?hsLang=en#main-content)
- [Review Phase](https://help.gotphoto.com/en/support/how-tos?hsLang=en#review-phase)
- [Sales Phase](https://help.gotphoto.com/en/support/how-tos?hsLang=en#sales-phase)
- [Workflow Guides for Specific Scenarios](https://help.gotphoto.com/en/support/how-tos?hsLang=en#workflow-guides-for-specific-scenarios)
- [Planning Phase](https://help.gotphoto.com/en/support/how-tos?hsLang=en#planning-phase)
- [Picture Day Phase](https://help.gotphoto.com/en/support/how-tos?hsLang=en#picture-day-phase)
- [Manage your Account](https://help.gotphoto.com/en/support/how-tos?hsLang=en#manage-your-account)
- [GotPhoto's Editing Services](https://help.gotphoto.com/en/support/gotphotos-editing-services?hsLang=en#main-content)
- [GotPhoto's Editing Services](https://help.gotphoto.com/en/support/gotphotos-editing-services?hsLang=en#gotphotos-editing-services)
- [Sports Graphics Creation Service by Next Gen](https://help.gotphoto.com/en/support/sports-graphics-creation-service-by-next-gen?hsLang=en#main-content)
- [Next Gen](https://help.gotphoto.com/en/support/sports-graphics-creation-service-by-next-gen?hsLang=en#next-gen)
- [Entagged & GotPhoto Tagging App](https://help.gotphoto.com/en/support/entagged-gotphoto-tagging-app?hsLang=en#main-content)
- [Master Entagged with Comprehensive Tutorials.](https://help.gotphoto.com/en/support/entagged-gotphoto-tagging-app?hsLang=en#master-entagged-with-comprehensive-tutorials)
- [Entagged Troubleshooting](https://help.gotphoto.com/en/support/entagged-gotphoto-tagging-app?hsLang=en#entagged-troubleshooting)
- [GotPhoto Tagging App](https://help.gotphoto.com/en/support/entagged-gotphoto-tagging-app?hsLang=en#gotphoto-tagging-app)
- [Business & Growth](https://help.gotphoto.com/en/support/business-growth?hsLang=en#main-content)
- [Stripe & Accounting Resources](https://help.gotphoto.com/en/support/business-growth?hsLang=en#stripe-accounting-resources)
- [Best practices](https://help.gotphoto.com/en/support/business-growth?hsLang=en#best-practices)
- [Webinars](https://help.gotphoto.com/en/support/business-growth?hsLang=en#webinars)
- [Templates and Downloads](https://help.gotphoto.com/en/support/business-growth?hsLang=en#templates-and-downloads)
- [GotPhoto Referral Program](https://help.gotphoto.com/en/support/business-growth?hsLang=en#gotphoto-referral-program)
- [UK Materials](https://help.gotphoto.com/en/support/business-growth?hsLang=en#uk-materials)
- [Troubleshooting](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#main-content)
- [Uploading Photos](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#uploading-photos)
- [Customer-Facing Issues](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#customer-facing-issues)
- [Access Codes](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#access-codes)
- [Managing Names Lists](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#managing-names-lists)
- [Customer Outreach](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#customer-outreach)
- [Customizing Your Shop](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#customizing-your-shop)
- [Your Account](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#your-account)
- [Price Lists](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#price-lists)
- [Student Data Export](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#student-data-export)
- [DIY Sports Graphic Creation & Group Composites](https://help.gotphoto.com/en/support/diy-sports-graphic-creation-group-composites?hsLang=en#main-content)
- [Workflow Resources: QSuite, Pixnub & Team Photo Composite](https://help.gotphoto.com/en/support/diy-sports-graphic-creation-group-composites?hsLang=en#workflow-resources-qsuite-pixnub-team-photo-composite)
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- [GotPhoto UK](https://www.gotphoto.co.uk/)
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- [Privacy Policy UK](https://www.gotphoto.co.uk/data-privacy-policy/)
- [DPA UK](https://www.gotphoto.co.uk/dpa/)
- [TOMs & Sub-Processors UK](https://www.gotphoto.co.uk/toms-and-sub-processors/)
- [Cookie Declaration](https://app.gotphoto.com/cookie_declaration)
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