This guide offers steps to troubleshoot common order processing errors. It provides solutions for issues encountered during the checkout on both Thrive mobile app and Thrive website. These tips help you quickly identify and resolve processing issues.
Troubleshooting Basics
Wi-Fi Issues
- Company Wi-Fi networks often have various firewall restrictions in place, which impose security measures that can prevent order processing from working properly.
- Switch to cellular data on the mobile device to bypass restrictions and enhance reliability.
Order Detail Issues
- Confirm the drop-off location has been properly selected.
- Ensure the selected timeslot does not fall within the next 10 minutes. This is an important step, as most locations require a minimum of 10 minutes for the kitchen staff to prepare the order adequately.
- If the selected time is too close, adjust the pickup time to a later slot. Once adjusted, proceed with the checkout process.
Payment Method
- If the error message continues, delete the payment method from the account. Close the app completely and re-open it. For most smartphones, this is done by exiting the app and swiping away. Then, add a payment method through the Account page under Payment methods. This often resolves payment-related issues.
Uninstalling and reinstalling
- If none of the above troubleshooting steps fix the issue, uninstall and reinstall the app. This will ensure that the app is up to date.
Website Account
- Verify if the account works on the website. Open a supported browser, visit the Thrive website. Sign in, select your location and payment methods, then try placing an order.
Deleting and Creating a New User Account
- Delete the Thrive account. Then create a new account, log in, select the location, add a payment method, and try placing a new order.
Error Message Examples
- Website error message
- App error message