Troubleshooting

Connection Issues

Unable to Connect to Stripe

Symptoms: Connect button fails, connection drops, or authorization errors.

Solutions:

1. Check SSL Certificate - Stripe requires HTTPS. Ensure your site has a valid SSL certificate.

2. Verify Stripe Account - Make sure your Stripe account is fully verified and in good standing.

3. Clear Browser Cache - Try disconnecting, clearing your browser cache, and reconnecting.

4. Check for Plugin Conflicts - Temporarily disable other plugins to identify conflicts.

Connection Keeps Dropping

Symptoms: Stripe shows as disconnected after being connected.

Solutions:

1. Check Token Expiration - Re-authorize by clicking Connect with Stripe again.

2. Verify Site URL - If you changed your site URL, you'll need to reconnect.

3. Check Server Time - Ensure your server time is accurate (OAuth tokens are time-sensitive).

Payment Plans Not Appearing

Plans Don't Show at Checkout

Symptoms: Customers don't see payment plan options.

Checklist:

1. Plan is Enabled - Verify the plan toggle is on in the Plans tab.

2. Gateway is Enabled - Check that Stripe Deposits is enabled in WooCommerce > Settings > Payments.

3. Conditions Match - Review your plan conditions:

   • Cart total meets requirements?
   • Product categories match?
   • Customer meets criteria?

4. Test with No Conditions - Create a simple plan with no conditions to verify basic functionality.

Wrong Plan Appears

Symptoms: Customers see a different plan than expected.

Solutions:

1. Check Priority - Lower numbers = higher priority. Adjust plan priorities.

2. Review Conditions - Multiple plans may match. Check condition overlap.

3. Selection Mode - In Priority Mode, only the highest-priority plan shows. Switch to Customer Choice to show all matching plans.

Payment Failures

Scheduled Payment Failed

Symptoms: Installment payment was declined.

What Happens:

1. System automatically retries based on your retry settings (default: 3 attempts)
2. Customer receives notification of the failure
3. After max retries, plan is marked as failed

Resolution:

1. Check Stripe Dashboard for detailed error information
2. Contact customer to update payment method if needed
3. Customer can add a new card in their account

Common Decline Reasons

Webhook Issues

Payment Status Not Updating

Symptoms: Payments succeed in Stripe but order status doesn't update.

Solutions:

1. Verify Webhook URL - In Stripe Dashboard > Developers > Webhooks, check your endpoint is listed.

2. Check Webhook Status - Look for failed webhook deliveries in Stripe Dashboard.

3. Test Webhook - Use Stripe's "Send test webhook" feature.

4. Check Site Accessibility - Ensure your site is publicly accessible (not behind HTTP auth or firewall).

Configuring Webhooks Manually

If webhooks weren't auto-configured:

1. Go to Stripe Dashboard > Developers > Webhooks
2. Click Add endpoint
3. Enter your webhook URL: https://yoursite.com/wp-json/pixeldev-stripe-deposits/v1/webhook
4. Select events:
   • invoice.payment_succeeded
   • invoice.payment_failed
   • payment_intent.succeeded
   • payment_intent.payment_failed
5. Click Add endpoint

Email Issues

Reminder Emails Not Sending

Symptoms: Customers don't receive payment reminders.

Checklist:

1. Reminders Enabled - Check Email Settings tab.

2. Days Setting - Verify "Days Before Payment" is set correctly.

3. WordPress Email - Test that WordPress can send emails (try password reset).

4. Spam Folder - Check customer's spam/junk folder.

5. Email Logs - Use an email logging plugin to verify emails are being sent.

Email Content Issues

Symptoms: Placeholders showing as {placeholder} instead of values.

Solutions:

1. Check Placeholder Syntax - Ensure curly braces are correct: {customer_name} not {{customer_name}}.

2. Reset Template - Click "Reset to Default" and re-customize.

Testing

Test Card Numbers

Use these Stripe test cards when in test mode:

For all test cards:

• Expiry: Any future date (e.g., 12/34)
• CVC: Any 3 digits (e.g., 123)
• ZIP: Any 5 digits (e.g., 12345)

Test ACH Bank Account

For testing ACH payments:

• Use Stripe's test bank account numbers from their documentation
• Or use the "Test Institution" option in the bank connection flow

Getting Help

If you're still experiencing issues:

1. Check Stripe Status - Visit status.stripe.com for service issues.

2. Review Stripe Logs - Check Stripe Dashboard > Developers > Logs for API errors.

3. Contact Support - Licensed users get priority support. Include:

   • WordPress and WooCommerce versions
   • Plugin version
   • Steps to reproduce the issue
   • Any error messages
   • Relevant Stripe log entries