If you're having trouble completing checkout in the Zipline app, the steps below cover the most common issues.
Payment screen won't load or gets stuck
If the payment screen appears to be 'thinking' or never loads a form to enter your card details:
Close the app completely (swipe it away from your recent apps).
Reopen the app and try checking out again.
If the problem continues, go to your device Settings → Apps → Zipline → Clear Cache, then relaunch.
Check that your phone's operating system and the Zipline app are both up to date.
If none of the above works, try switching from Wi-Fi to mobile data (or vice versa) before retrying.
Cart says it exceeds the weight limit — even when it looks fine
Zipline has per-delivery weight limits to ensure safe drone flight. If the app shows a weight limit error:
Try removing heavier items (such as beverages, canned goods, or multi-packs) and placing a smaller order.
If the error appears even with an empty cart, force-close the app, clear the cache, and reopen.
Some items have weight restrictions that apply regardless of cart total — if a specific item consistently triggers the error, it may exceed the per-item weight allowance.
If the error persists on an empty cart after clearing the cache, please contact our support team — this can indicate an app-level issue that needs investigation.
Can't add an item or the cart won't open
If items won't add to your cart or the cart itself won't open:
Force-close and reopen the app.
Clear the app cache (device Settings → Apps → Zipline → Clear Cache).
Uninstall and reinstall the Zipline app.
If the issue only affects specific items, those items may be temporarily unavailable or restricted — try removing them and adding others.
Still having trouble?
If checkout issues continue after trying the steps above, tap Menu → Contact Us in the app to reach our support team. Please note which step you're getting stuck on — this helps us resolve it faster.