Skip to main content
Help Center

I Can’t Access the Shop or Complete a Purchase

Shop access and checkout permission depend on the user’s role and purchasing access. Use the checks below if the Shop link is missing or a user cannot complete an order.

On this page

The Shop link is enabled by Shopper or Purchaser access assigned to a Staff or Admin user.

  • A Standard user does not have access to the Admin area or Shop.
  • A Staff or Admin user needs Shopper or Purchaser access before the Shop link appears.

The user can shop but cannot check out

A Shopper can open the Shop and add titles to a basket but cannot complete the purchase. The user must have Purchaser access to check out.

Update the user’s access

An authorised administrator can update the user from the Patrons page:

  1. Open Admin area → Patrons.
  2. Find and select the user.
  3. Edit the user’s role or purchasing access.
  4. Assign the access approved by your school and save.
  5. Ask the user to sign in again and retry.

For details about Standard, Staff, Admin, Shopper, and Purchaser access, see User Roles and Permissions.

A payment or order error appears

Confirm that the user has Purchaser access and that they selected one of the payment options displayed for the account. Do not repeatedly submit an order if its status is unclear.

For payment options and Order History, see Paying for Shop Purchases and Invoices.

Contact ePlatform Support

If the correct access is already assigned, the Shop is still missing, or checkout continues to fail, email support@eplatform.co or submit a support request.

Include:

  • your library name;
  • the affected user’s role and purchasing access;
  • whether the Shop link is missing or checkout fails;
  • the order number, if one was created; and
  • the exact error message or a screenshot.

Do not include passwords, card details, or bank information.