Customers having problems completing order

[Phild]

Hi, having a problem with my website at the moment, not sure where the problem would be so checking all possibilities.

Customer phoned me Saturday saying at checkout they could not get past step 1, it does not change page to step 2, this was before kick off so around 2ish. Told them I would look at it later but totally forgot.

They phoned me again earlier today but my hosting company changed servers on Saturday so I put it down to that, told them to delete cookies etc and try again but no luck, i've just tried a test purchase and was getting the same problem but then set a new account up which worked fine, any ideas what the issue could be ? Could it be server related ?

I have had orders from others that have gone through no problem, iincluding both new customers and existing with old details.

Thanks

Phil

[balihr]

Customer phoned me Saturday saying at checkout they could not get past step 1, it does not change page to step 2

This is a very vague description of the problem... What do you mean "doesn't change to step 2", what happens? Do you get a blank screen? Does it simply redirect back to checkout_shipping page? Have you checked your error logs (in your store root directory, folder named logs)?

[Phild]

Sorry, I just cropped a copy of email I sent elsewhere (i'm not the most techy to be honest )

Step 1 confirms address and then step 2 gives the shipping details etc. but it just reloads the step 1 page without offering any shipping.

To test my website I have created both UK and US addresses, the UK one didn't go pat page 1 so I have tried the US which worked fine. I then set up a new UK account same address which also worked fine but not the existing account.

[balihr]

Call me crazy, but I can't wrap my head around it... I just don't understand what happens. If you want, you can PM me a link to your site, as well as the account info you used to test and fail - I'll take a look and will reply back here...

[DrByte]

To test my website I have created both UK and US addresses, the UK one didn't go pat page 1 so I have tried the US which worked fine. I then set up a new UK account same address which also worked fine but not the existing account.

IF it's related to addresses (which could happen if you've mangled the countries or zones or geo_zones or zones_to_geo_zones tables by editing them or mass-importing things or installing plugins that alter them) then perhaps that "not working" UK address could be fixed by going into the customer's My Account area (for your test customer or the real customer) and adding a new address (theoretically identical) and setting it to primary and then deleting the previous bad one.

Just an idea.