For: Anyone managing Prommt payments where customers are reporting checkout loading issues.
There are three main causes
When a customer can't load the checkout, the issue is almost always one of the following:
The iFrame on your payment page has been removed or broken
The customer's browser has a caching issue
The payment link has expired
Work through each section below to identify which applies.
1. iFrame checkout issue
This is the most common cause. If your Prommt checkout is embedded as an iFrame on your website's payment page, any change to that page — by your IT or web team — can break or remove the iFrame code. When this happens, customers land on the payment page but cannot load the checkout on any device or browser.
How to tell if this is the issue:
Multiple customers are reporting the same problem simultaneously
The payment page loads but the checkout form doesn't appear
The page shows an error other than "Expired Link"
Note: When the iFrame is working correctly, a payment page with no active request attached will show an "Expired Link" message. This is normal — it means the checkout is functioning but isn't connected to a live payment request. If you're seeing "Expired Link", the iFrame itself is fine.
What to do:
Ask your IT or web team to check that the iFrame code is still correctly in place on your payment page. The setup instructions are in [How to embed the Prommt checkout on your website].
Contact Prommt Support via the chat button in your dashboard and let us know the iFrame is down. We can activate a holding page on Prommt's side so your customers can continue to make payments while your web team restores the iFrame.
2. Browser issue
If only one customer is having difficulty loading the checkout — and other customers are paying successfully — the issue is most likely with that customer's browser rather than your payment page.
How to tell if this is the issue:
It's affecting a single customer, not all customers
Other customers are paying without any problem
The customer is on a device or browser they haven't used recently for this page
What to do:
Ask the customer to clear their browser cache and do a hard refresh:
Windows:
Ctrl + F5Mac:
Command + Shift + R
Once the cache is cleared and the page is refreshed, the checkout should load correctly. If the problem persists after a hard refresh, ask the customer to try a different browser or a different device entirely.
3. Expired payment link
If the payment link itself has expired, the customer will not be able to load the checkout to make payment.
How to tell if this is the issue:
The customer sees a clear "This link has expired" or "Payment request expired" message
The payment request in your Prommt dashboard shows a status of Expired
What to do:
Send the customer a new payment request. The original request cannot be reactivated once it has expired.
To reduce how often this happens, review the Checkout Page Expiry setting under Settings → General — if your expiry window is too short, customers may be running out of time before they get around to paying. See General settings: Checkout and Payment Links.
If none of the above resolves it
If the checkout isn't loading and none of the three causes above fits, contact Prommt Support via the chat button in your dashboard. When you do, include:
Whether the issue affects all customers or just one
The device and browser the customer is using
A description of what the customer sees when they open the link
The payment request reference if available