Customers see an error at checkout

Customer adds items, hits Checkout, and sees an error instead of a payment page.

"Basket is empty"

The customer's basket has zero items. Usually means their session expired (basket TTL is 24 hours) and they tried to checkout an empty cart. Direct them back to the storefront to add items.

"Basket expired"

Basket older than 24 hours. The customer needs to add items again. (If you'd like to extend the TTL, ask in bugs — we can adjust per-tenant.)

"Store unavailable"

Your store has been suspended. Most common causes: expired subscription, billing failure, terms-of-service violation. Check your dashboard for a banner or email from Storra explaining.

"Payment provider is currently unreachable"

Stripe or PayPal is having issues. Their status pages: status.stripe.com and paypal-status.com. Wait it out; the customer can retry in a few minutes.

"This payment uses test-mode credentials"

You're in test mode but the customer's card looks live (or vice versa). Either flip your store's test-mode toggle or have the customer use the matching card type.

"That Minecraft username doesn't appear to exist"

The customer entered a username that the Mojang API doesn't recognize. Common causes: typo, banned account, name change without enough propagation time.

Fix: The customer should double-check spelling. If they recently changed their name, wait 30 days for Mojang's lookup to update.

Still stuck?

Find the order attempt in Audit Log. Filter by the customer's email. The full error trace is logged there. If you can't find it, email support@storra.xyz with the customer's email + approximate timestamp.