The purchasing process stops without providing an explanation. Just a blank page

Applies to: Web checkout, customer account portal | Level: Beginner | Time to resolve: 5–10 minutes

You select a digital service, correctly proceed to checkout, and press the purchase button. The page turns blank.

Nothing is broken, and no payment has been taken. The checkout is just missing information.

Why this happens

When you select checkout, the system retrieves the selected item, your payment method, and your account information. Your account information must be complete before the transaction can proceed, and this typically includes an address and a phone number, not only a name and an email address.

The checkout process does not validate whether these fields are present. When they are missing, the transaction stops, but no error is returned and no message is displayed. The result is a blank page.

Before you start

Make sure your cart contains at least one item and that you are logged in to your account. These two conditions account for a significant percentage of similar cases.

If you have not updated your browser in some time, update it before continuing. An outdated browser can produce the same blank page for a different reason.

Fix it

Step 1: Check that your profile is complete

Open the profile section of your account and confirm that every required field is filled in, in particular your address and phone number. A name and an email address are not sufficient.

Complete any missing fields, save, and attempt the purchase again.

If the purchase completes, you are finished. If not, continue.

Step 2: Clear your browser cache

Your browser may be holding an outdated copy of the checkout page. Clear the cache, or open the site in a private window, and attempt the purchase once more.

If the purchase completes, you are finished. If not, the cause lies elsewhere. Continue.

Confirm that you have accepted the current terms of use, and that you are signed in to a single account. Registering more than once with different email addresses can leave you signed in to an account that does not hold your completed profile.

If the purchase still fails, the problem is not one of the common causes, and it needs to be reported.

If it still fails

Collect the following before contacting support. It will save a round trip:

The device you used, desktop or mobile
Your browser and its version
The date and time of your last attempt
A screenshot of the page you see

Written by Emanuele Marchetti