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9min

BigCommerce Troubleshooting

1. Tensile Checkout App not loading after clicking "Place Order"

If you're able to get the Tensile payment option to render, but nothing happens when you click "Place Order," it may mean the store URL saved in app settings may be off. The most common reason is having a / at the end of the URL, which needs to be removed.

Need to remove the "/" at the end of the URL
Need to remove the "/" at the end of the URL



2. Tensile Checkout App loads with an error page

If you're able to get the Tensile Checkout App to load, but are receiving an error page, it probably means your API credentials were not saved correctly. Please double check your API credentials, and make sure there's no extra spaces at the beginning or end of the text you paste into the input fields.

Example of error page due to bad API credentials
Example of error page due to bad API credentials
Example of Client ID having extra spaces at beginning and end. Make sure these are removed.
Example of Client ID having extra spaces at beginning and end. Make sure these are removed.



3. 404 on Redirect After Checkout

Getting a 404 page when you redirect from Tensile's checkout app back to your store? Your store might be using a custom template that's blocking our scripts from rendering the order's details.

From your admin console, navigate to Storefront > Web Pages.

BigCommerce Web Page Portal
BigCommerce Web Page Portal



  1. Click "Create a Web Page" to enter the web page editor.
  2. Call your Page Name "Order Details" and make sure the Page URL matches the screenshot, i.e. /order_details
  3. Also be sure to uncheck the box for "Yes, show this web page on the navigation menu."
Make sure Page URL and Navigation Menu settings match the screenshot
Make sure Page URL and Navigation Menu settings match the screenshot



Next, click on the "HTML" button on the right side of the Page Content editor

"HTML" button highlighted in yellow
"HTML" button highlighted in yellow



This should bring up the HTML Source Editor. Please copy the script below and paste in the HTML Source Editor, then click "Update."

Note, the script below is an example that accommodates a specific custom template. You may need to work with the Tensile support team to update the script properly. E.g. replacing ".page-heading" within the script with the correct html class or id from your template.

HTML
|



Your HTML Source Editor should now resemble the following below. Note, the HTML source editor may add <p> after saving, which is okay.

Make you you click "Update" to save the script
Make you you click "Update" to save the script



Attempt checkout again, and you should see the Order Confirmation page working again!

Document image



Updated 10 Mar 2022
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BigCommerce User Guide
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TABLE OF CONTENTS
1. Tensile Checkout App not loading after clicking "Place Order"
2. Tensile Checkout App loads with an error page
3. 404 on Redirect After Checkout