When a customer says the form would not let them order, ask for the exact message they saw. The wording tells you where to look.
If the message under the submit button is the one you wrote in Fraud Protection → User Blocking → Block message, the order was stopped by your own rules. Check the block lists for that email, phone or IP address, then the postal codes, the same customer window and the quantity limit. On Only allow these postal codes, an order with no postal code at all is blocked.
Two settings produce a message about the order total, and the opening words tell them apart. One begins "Cash on Delivery is available for orders between" and comes from COD Form → Settings → Cart value guard: widen the range there, or clear Enable cart value conditions. The other begins "Partial payment is available for orders" and comes from Order value limits on the Partial payment tab instead. How that one ends depends on whether you set a minimum, a maximum or both.
If the customer read "No shipping options available for this address or order. Try a different address, change your cart, or contact us.", your shipping rates do not cover them. Open the Shipping Rates and check the country and the conditions on each rate. The country field settings also warn you with Action required: Missing shipping rates when a country you allow has no rate.
If the order stopped at the verification window, check your SMS credit balance first: with Block order until credits are topped up selected, an empty balance stops orders. Check too that the number can actually receive a message. Verification has limits of its own, which is what a merchant testing on their own phone usually hits: a resend only every 30 seconds, 3 codes per number per 15 minutes and 8 per day, 6 attempts at a code, and a lockout after 12 failures in 15 minutes.
"This field is required." means a mandatory field was left empty and "Please enter a valid phone number." means the number has too few or too many digits. A generic "An error occurred while placing the order. Please try again." is the one to send us, along with the time and the product page.
Just installed the app? A message about the store finishing setup clears in seconds.
Tightened the block lists recently? Loosen them one setting at a time and retest.
Stuck on any of this? Open the chat in the bottom right corner of the app and we will help you set it up.
