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      How to troubleshoot common PassionPayments issues

      Congratulations on successfully setting up PassionPayments! We will share our recommendations and explain how to troubleshoot some common issues.

      IN THIS ARTICLE

      1. Recommendations after setting up PassionPayments

      2. Common Errors encountered when using PassionPayments

      3. Frequently Asked Questions (FAQs)

      Please include any important information, fast facts, links, or trivia that is related to this article or will help the expert after reading it. 

      1. Recommendations after setting up PassionPayments

      1.1 Do a test purchase(highly recommended)

      It is best to do a test purchase after setting up PassionPayments to make sure that everything is set up correctly in your Passion.io Account and in Stripe

      Things you need to check when doing a test purchase:

      • Payment went through successfully in Stripe - If unsuccessful, refer to Common Errors encountered when using PassionPayments>  Payment Failed section of this article
      • Access is automatically given to the lessons that are part of the plan for your test purchase - You can also do a test purchase on Plans that has a free trial so you won’t be charged and you can cancel your purchase in Stripe after. If your payment failed during the test purchase, please proceed with (2.) decreasing the Fraud alert threshold and try again with a different card.

       

      1.2 Decrease the Fraud alert threshold

      With Stripe and any web payment, 20-30% of the transaction usually bounces for different reasons: insufficient funds, a bank fraud alert, etc.

      You may want to customize your Stripe Account’s default thresholds to decrease declined payments. Please refer to this Stripe Document to decrease the fraud alert threshold.

       

      1.3 If you're encountering an error in Stripe (failed Payments, no access to lessons after payment)

      It is always advisable to try disconnecting and reconnecting Stripe with the Passion.io account. Then, re-create your plans and see if the new plans automatically show up in your Stripe account. 

       

      2. Common Errors encountered when using PassionPayments

      2.1 Error in disconnecting Stripe in your Passion.io account

      To disconnect Stripe from your Passion.io account, you need to make sure that there is no active subscription through PassionPayments. 

      What to do:

      1. Log in to your Stripe Account

      2. Go to the Subscriptions section of your account and ensure you don’t have any clients under the current tab.
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      3. Go to your Authorized Applications tab on Stripe and remove authorization for Passion.io on Stripe, clicking on Revoke Access.
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      4. If there are no active subscriptions in your account but you are still unable to disconnect Stripe from Passion.io's account, please let us know through our Contact Form with a screenshot of the subscription section of your account.

        Note: If there are active subscriptions in Stripe, you will need to cancel them before you can disconnect Stripe from your Passion.io account. You can have your clients sign up in another way—through your branded app or through your own checkout URL.

       

      2.2 Payment Failed 

      There are several reasons why payment will fail during purchase.

      One way of knowing why the payment failed for your client is through your stripe account.

      What to do:

      • Log in to your Stripe account

      • Go to the Customers section of your account. This section would show all of your existing customers even the ones who were not able to purchase successfully or you can also use the search bar to look for their account using their email address.3.png
      • Select the email address of your client who reported that his/her purchase failed. Then click on Events and logs and open the transaction that got declined. 
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      •  Search for the decline code
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      • Use this document to check the decline code and for you to know what needs to be done
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      2.3 Payment Failed (No failed code and information on Stripe)

      What to do:

      • Log in to your Stripe Account.
      • Go to your account's Products section and ensure that the Pricing Plans in your Passion.io account match those in your Products section.
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      1. If there are no Products in your Stripe account, create a new pricing plan on your Passion.io account's Pricing Plan page and refresh your Stripe Products page to check if the plan has been successfully linked.

      2. Once linked, please do a test purchase as instructed above 

       

      3. Frequently Asked Questions (FAQs)

       

      How would I get my Payout?

      Payouts are how money from your customers gets deposited into your bank account. Depending on your business location and payout schedule, funds from your transactions will be paid out to your bank account on a rolling basis.

      Please refer to this document for more information. You can also contact Stripe Support via chat or email.