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:

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:

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

1.2.Check for historical invoices with the status 「Pending Payment」.Take corresponding actions on the unpaid invoice:

1.2.1. If you need to proceed with payment: Select 「Approve」 for the invoice and complete the payment process as guided;

1.2.2. If you don't need the invoice: Select 「Cancel」 for the invoice to clear the pending record in your account.

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:

3.1. Basic Troubleshooting: Clear browser cache, switch to another browser;

3.2. 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!

Updated on: 17/04/2026