500 Internal Server Error
What This Is
A 500 Internal Server Error is a general error message that indicates something prevented the system from completing a request.
Unlike a 404 error (page not found) or a 403 error (access denied), a 500 error means the server encountered an unexpected issue while processing the action.
This error can occur while:
- Placing an order
- Processing a payment
- Saving website changes
- Updating products
- Loading certain pages
- Connecting third-party services
Because a 500 error is a generic server response, the exact cause can vary depending on what action was being performed.
Common Causes
Temporary Server Issue
Occasionally, a temporary interruption or system issue may prevent a request from completing successfully.
In many cases, simply refreshing the page and trying again a few minutes later resolves the issue.
Payment Processor Configuration Issues
One of the most common causes of 500 errors during checkout is an incomplete or incorrect payment processor setup.
Examples include:
- Stripe account configuration issues
- Missing payment permissions
- Disabled payment methods
- Expired or disconnected integrations
If the error occurs while processing a payment, review your payment processor settings first.
Invalid or Missing Data
Some actions require specific information before they can be completed.
Examples include:
- Missing required fields
- Invalid product settings
- Incomplete customer information
- Incorrect configuration settings
- Third-Party Service Issues
BRS integrates with external services such as:
- Stripe
- Square
- Google services
- Email providers
If one of these services is temporarily unavailable, a 500 error may occur.
What to Do First
If you encounter a 500 error:
- Refresh the page
- Try the action again
- Verify that all required information has been entered
- Confirm any connected services are properly configured
- Wait a few minutes and try again
Many temporary issues resolve themselves without additional action.
If the Error Happens During Checkout
If customers receive a 500 error while attempting to pay:
For Stripe Users
Verify that:
- Your Stripe account is connected
- Your account verification is complete
- Required payment methods are enabled
For Square Users
Verify that:
- Your Square account is connected
- SSL is active on your website
- Your Square account is in good standing
Information to Gather Before Contacting Support
If the error continues, gather the following information:
- The page where the error occurred
- The action you were performing
- The approximate time it happened
- The affected order number (if applicable)
- A screenshot of the error message
Providing these details helps the support team investigate the issue more quickly.
Important Notes
A 500 Error Does Not Always Mean the Website Is Down
Many users assume a 500 error means the entire website has failed.
In reality, the issue may only affect:
- One page
- One order
- One payment attempt
- One specific action
Other parts of the website may continue functioning normally.
Avoid Repeated Clicking
If a save button, payment button, or update button appears unresponsive, avoid clicking it repeatedly.
Submitting the same request multiple times can:
- Create duplicate requests
- Trigger additional errors
- Complicate troubleshooting
Instead, wait a few moments and confirm whether the action completed before trying again.
Additional Recommendations
If a 500 error occurs repeatedly while performing the same action, it is unlikely to resolve on its own.
Contact support and provide as much detail as possible, including screenshots and steps to reproduce the issue. The more information available, the faster the underlying cause can be identified and resolved.