Payments failing
Fix payments from your customers that don't go through, and payments for your own plan or wallet that are declined.
There are two kinds of payment problem: your customers cannot pay you, or your own payment to the app (your plan or a wallet top-up) is declined. They are fixed in different places. Start with the one you have.
Before you start
- An owner or admin login.
- If a customer reported it, the message they saw on your page. Every message on a checkout says whether anything was charged.
Steps
When customers can't pay you
- Check Stripe is connected. Open Settings › Payments. The Taking payments card should say Stripe is connected. You can be paid.
- If it says Stripe still needs a bit more., it lists what Stripe is waiting for. Press Finish setting up and complete it in Stripe.
- If it says Stripe is reviewing your details., there is nothing to do. Stripe usually answers within a day, and payments start working as soon as it does.
- If it offers Connect Stripe, you have not connected yet. Press it and sign in with Stripe, or create an account on the way.
- Match the customer's message to the list under Troubleshooting below.
- Check your plan allows it. On a plan without selling, the Stores tab says "Selling isn't on your plan".
An online store needs a paid plan. Free does not include one.
When your own payment fails
- If Settings › Billing & wallet shows "Your last payment failed. Update your card to avoid interruption.", press Update card and add a working card in the billing portal.
- If a wallet top-up is declined on the payment page, the decision is your bank's. Try another card or ask your bank to allow it.
What happens next
Once Stripe is connected, your pages can take payments straight away, and the yellow line on your dashboard goes. Money goes straight into your own Stripe account. Manage payouts, refunds and disputes in your own Stripe dashboard.
For clients of an agency
If a payment for your plan fails, your account may be put on hold. You then see a screen saying "Your account is on hold" with an Update payment button. Pay there, and everything is back as you left it. See Your account is on hold or suspended.
Troubleshooting
Customers see "This shop cannot take payments just yet. Nothing has been charged — please get in touch and we will sort it out." Stripe is not connected, or has not finished setting up. Follow the steps above. Your customer cannot fix this; it is on your side.
Customers see "We could not start the payment. Nothing has been charged, so it is safe to try again." Something went wrong starting the payment. Ask them to try again. If it keeps happening, see Tell support about a problem.
Customers see "We do not deliver to the country you chose…" or "Please choose the country we are delivering to." Your store's shipping does not cover that country, or they did not pick one. Add the country to your shipping settings, or ask them to choose one.
Customers see "That code is not valid for this purchase." The discount code was not accepted for what is in their basket. Check the coupon under Sales › Coupons. Nothing was charged, and they can pay without it.
Stripe says it is connected, but my balance isn't paid out. If the card says "Stripe has not switched payouts on yet", cards are charged but the money stays in your Stripe balance until Stripe finishes checking your details. Finish anything Stripe asks for in your Stripe dashboard.
"Couldn't open Stripe. Wait a moment and try again." The connection to Stripe could not be started. Wait and press the button again.
"Selling needs a paid plan." Stores are included from Launch upwards. See Change your plan or start a free trial.
Related
Email support@opusfunnel.com with the page you were on. A person replies, usually within one business day.