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The “Order Form Fingerprint is Missing” error occurs when the HoopAI platform cannot verify the integrity of an order form submission. This typically happens due to browser caching issues, expired sessions, or misconfigured form settings.

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What causes this error

The fingerprint is a security token generated when an order form loads. It validates that the submission is legitimate and has not been tampered with. The error appears when:
  • The form page was loaded from a stale browser cache
  • The user’s session expired before they submitted the form
  • JavaScript failed to load or execute on the form page
  • The form was embedded incorrectly on an external website
  • Browser extensions blocked the scripts required to generate the fingerprint

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How to fix it as a customer

If you encounter this error while trying to place an order, follow these steps:
1

Refresh the page

Press Ctrl + Shift + R (Windows/Linux) or Cmd + Shift + R (macOS) to perform a hard refresh. This forces the form to reload from scratch, generating a new fingerprint.
2

Clear your browser cache

If a hard refresh does not resolve the issue, clear your browser cache and cookies. See How to clear your browser cache for instructions.
3

Try an incognito window

Open the order form URL in an incognito or private browsing window. This eliminates interference from cached data and browser extensions.
4

Disable browser extensions

Ad blockers and privacy extensions can block the scripts that generate the form fingerprint. Temporarily disable all extensions and reload the form.

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How to fix it as an account owner

If your customers are reporting this error on your order forms, review the following:

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Check your form embed code

If the order form is embedded on an external website, verify that:
  • The embed code is up to date (re-copy it from the Hoop form settings)
  • The hosting page loads over HTTPS (not HTTP)
  • No content security policies (CSP) on your website are blocking Hoop scripts

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Verify form settings

1

Navigate to your forms

Go to Sites > Forms in the HoopAI platform.
2

Open the affected form

Select the order form that is producing the error.
3

Check payment integration

Ensure your payment processor (such as Stripe) is properly connected under Payments > Integrations. A disconnected payment integration can prevent the fingerprint from generating.
4

Republish the form

Save and republish the form. This regenerates the form configuration and can resolve stale fingerprint issues.
If you recently changed your domain or SSL certificate, your form embed may need to be updated. Re-copy the embed code and paste it on your external site.

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Still seeing the error?

If the issue persists after trying all of the above:
  1. Test the form using the direct Hoop-hosted URL (not the embedded version) to determine whether the issue is with the embed or the form itself
  2. Try the form in multiple browsers and devices
  3. Contact Hoop support with the form URL, the browser and device details, and a screenshot of the error
Last modified on March 5, 2026