App Order Issues
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Callum Whitehead
Hi There, we have been experiencing an issue over the past two days with our customers ordering on the app.
It’s allowing them to add an item to the cart and click googlepay or credit card payment however it just keeps processing and won’t submit the order.
Is anyone else experiencing this? Or is there an issue with the app on google play
Roy Ganor
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Roy Ganor
hi Callum Whitehead - apologies for the inconvenience. A fix is pushed to Apple and Google stores as we speak and should be available in the next couple of hours. Thank you so much for your headsup
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Callum Whitehead
Roy Ganor Thanks Roy! Very prompt to get the issue looked at and fixed. Great service from the team. I will let you know if we have any additional issues.
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Callum Whitehead
Roy Ganor Hi Roy, just an FYI we are still experiencing this issue. Customers are telling us it's showing up on there bank statement as a pending transaction however it doesn't go to the confirmation screen or send us (the store) the order confirmation.
Roy Ganor
Callum Whitehead While the Google app has been approved, the Apple one is still pending and should be verified soon. Can you confirm that the updated Android app solves the issue?
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Callum Whitehead
Roy Ganor Hi Roy. I’m not an Android user so I’m not sure. Majority of our customers are Apple users and since it still hasn’t updated we have taken our stores offline as we were getting to many complaints. Can you see on your side if the update has been verified?
Roy Ganor
hi Callum Whitehead I could download the new Apple version and confirm a purchase is made correctly, the new version is still "In Review" by Apple usually it takes a couple of hours but this time it is longer. I'll let you know asap updated version is ready!
Roy Ganor
hi Callum Whitehead - please don't disable the locations because Apple cannot test the app. They rejected the updated. For this we allow to pause.
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Callum Whitehead
Roy Ganor sorry Roy. I disabled locations as customers were still able to click into the menu apparently but have put it back online now
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Callum Whitehead
Roy Ganor Hi Roy, just checking the app has been pushed again for update?
Roy Ganor
Callum Whitehead: Yep the app is updated and live. Can you update your app to the latest version (if not automatically updated on your device by Apple) and confirm purchase?
Roy Ganor
Callum Whitehead Got it, taking a deeper look
Roy Ganor
hi Callum Whitehead - to better understand how to fix the issue, I have a few questions - is it only with the Android app? Is it consistent? Also, can you describe what exactly the experience when you say "keeps processing"? We made an app update recently to apps so I want to make sure it's not related. Thank you for your patience and help.
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Callum Whitehead
Roy Ganor - We are experiencing this really bad today, it seems to be across all Android & Apple users. Customers can build a cart however when paying for the cart via "Apple Pay" "GooglePay" or Credit Card it just keeping loading with a circle that goes around. It doesn't go to the confirmation screen or send an order to our stores.
Any chance we can get this escalated quickly or get feedback on what to do? We are losing revenue with the app down.
Thanks
Roy Ganor
Callum Whitehead: okay, I made sure that the fix goes to Apple and Google and the new app works properly. It usually approves very fast so hopefully the changes will be updated asap.