Troubleshooting

Payment Issues

Troubleshooting payment processing problems

Stripe Payment Issues

Payment Not Processing

Check:

  1. Stripe account is connected
  2. Stripe API keys are correct
  3. Account status is active
  4. Payment method is valid
  5. Invoice amount is correct

Solutions:

  • Reconnect Stripe account
  • Verify API keys in settings
  • Check Stripe Dashboard for errors
  • Test with Stripe test cards

Payment Failed

Common Reasons:

  • Insufficient funds
  • Card declined
  • Expired card
  • Invalid payment method
  • 3D Secure authentication failed

Solutions:

  • Ask customer to try different card
  • Verify card details
  • Check Stripe Dashboard for specific error
  • Review payment logs

Webhook Not Updating Status

Check:

  1. Webhook endpoint is accessible
  2. Webhook secret is correct
  3. Events are subscribed
  4. Webhook is receiving events

Solutions:

  • Verify webhook URL
  • Check webhook secret matches
  • Review webhook logs in Stripe Dashboard
  • Test webhook with Stripe CLI

Crypto Payment Issues

Payment Not Detected

Check:

  1. Payment address is correct
  2. Destination tag matches (XRP)
  3. Payment amount matches
  4. Payment was sent after creation
  5. WebSocket connection is active

Solutions:

  • Verify address on blockchain explorer
  • Check destination tag is included
  • Verify payment amount (within tolerance)
  • Check WebSocket connection status
  • Review payment monitoring logs

Exchange Rate Issues

Check:

  1. CoinGecko API is accessible
  2. API key is valid (if using)
  3. Rate limits not exceeded
  4. XRP is supported

Solutions:

  • Add CoinGecko API key for higher limits
  • Check API status
  • Verify rate calculation
  • Review exchange rate logs

Confirmation Issues

Check:

  1. Minimum confirmations configured
  2. Confirmations are being tracked
  3. Transaction is confirmed on blockchain
  4. Confirmation threshold is met

Solutions:

  • Verify confirmation requirements
  • Check blockchain explorer
  • Review confirmation tracking
  • Adjust minimum confirmations if needed

Payment Plan Issues

Installments Not Updating

Check:

  1. Payment plan is active
  2. Payment was recorded
  3. Payment allocation is working
  4. Installment status logic

Solutions:

  • Verify payment plan status
  • Check payment allocation
  • Review installment updates
  • Test payment recording

Payment Allocation Errors

Check:

  1. Payment amount is correct
  2. Installment amounts match
  3. Allocation logic is correct
  4. Database updates are working

Solutions:

  • Verify payment amounts
  • Check allocation calculations
  • Review database transactions
  • Test allocation manually

General Payment Troubleshooting

Check Payment Logs

Review payment history:

  1. Open the invoice
  2. Go to Payments tab
  3. Review payment records
  4. Check payment status
  5. Review error messages

Verify Payment Settings

  1. Go to SettingsPayments
  2. Verify Stripe connection
  3. Check payment methods enabled
  4. Review payment configuration
  5. Test payment settings

Test Payments

Use test mode:

  1. Enable test mode
  2. Use test cards (Stripe)
  3. Use testnet (Crypto)
  4. Verify test payments
  5. Check payment processing

Getting Help

For payment issues:

  1. Check Stripe Dashboard (for Stripe)
  2. Review blockchain explorer (for crypto)
  3. Check payment logs
  4. Review error messages
  5. Contact support if needed

Next Steps