How to Troubleshoot Errors When Purchasing a Domain at Checkout

Overview

When attempting to purchase a domain name—including .ca extensions—you may occasionally encounter an error at the cart or checkout screen that prevents you from completing the transaction.

Cart errors can stem from temporary browser session issues or extension-specific registry compliance rules. For .ca domain purchases specifically, CIRA (Canadian Internet Registration Authority) mandates strict Canadian Presence Requirements. Follow the self-service troubleshooting steps below to resolve cart glitches or configure your .ca registrant contact details.

Self-Service Troubleshooting Steps

Step 1: Resolve General Cart & Browser Glitches

If the failure is caused by stale browser caching, session timeouts, or conflicting browser extensions:

1. Open a new Incognito / Private Browsing Window:

   • Chrome / Edge / Firefox: Press Ctrl + Shift + N (Windows) or Cmd + Shift + N (Mac).

   • Safari: Press Cmd + Shift + N (Mac).

2. Log back into your account, add the domain to your cart, and attempt checkout again.

Step 2: Configure .CA Registrant & CIRA Contact Details

If you are purchasing a .ca domain, CIRA requires every registrant to specify an eligible Canadian status type (e.g., Canadian Citizen, Permanent Resident, or Corporation) and valid Canadian address formatting.

1. Update Account Contact: Log into your account dashboard, navigate to Account Settings / Contacts, and ensure your primary domain contact is registered as a valid .ca contact, including complete address information.
   
   OR
    

2. Configure Contact in Cart:

   • Return to your shopping cart with the .ca domain.

   • During the contact assignment step, select or create a new domain contact for the .ca domain.

   • Explicitly specify the CIRA Legal Type (such as Corporation or Canadian Citizen).
      

3. Complete the checkout process.

When to Contact Live Support

If you have attempted the troubleshooting steps above and the checkout screen continues to display an error, direct assistance from a support specialist is required.