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# Troubleshooting Guide for Top-up Package Purchase Issues

If you encounter the "Abnormal server" error when attempting to purchase an Top-up package, you can troubleshoot and resolve it by following these steps:
![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_157pwio.png)

### 1. Prioritize Checking for Unpaid Invoices
The error may be caused by pending unpaid invoices in your account. You can verify and handle them through the following steps:

1. Log in to your Shopify account and navigate to the 「Orders Center」 (Orders);

1. Check for historical invoices with the status 「Pending Payment」.Take corresponding actions on the unpaid invoice:
* If you need to proceed with payment: Select 「Approve」 for the invoice and complete the payment process as guided;
* If you don't need the invoice: Select 「Cancel」 for the invoice to clear the pending record in your account.
![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_4atjb9.png)

### 2. Retry the Purchase
After handling the aforementioned unpaid invoice, return to the Top-up package purchase page and restart the purchase process. It should usually work normally.

### 3. Solutions if Purchase Still Fails
If the "Abnormal server" error persists or you still cannot complete the purchase after following the above steps, we recommend you handle it as follows:

1. Basic Troubleshooting: Clear browser cache, switch to another browser;
2. Contact our customer service in Crisp and provide the following information for quick problem diagnosis:
* Your 17TRACK account ID;
* Screenshot of the error (must include the complete error message and operation interface);
* Operation time and device details (e.g., computer/mobile phone, browser version/APP version).

Our customer service team will assist you in resolving the issue within 1-2 business days. Thank you for your understanding and support!


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