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.


1. Recommendations after setting up PassionPayments

2. Common Errors encountered when using PassionPayments

3. Frequently Asked Questions (FAQs)

1. Recommendations after setting up PassionPayments

1.1 Do a test purchase(highly recommended)

It is best to make a test purchase after setting up PassionPayments to make sure that everything is set up correctly in your 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 make a test purchase on Plans with a free trial, so you won’t be charged, and you can cancel your purchase in Stripe afterward. 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, such as insufficient funds or a bank fraud alert.

You may want to customize your Stripe Account’s default thresholds to decrease declined payments. Please refer to this Stripe Document to reduce 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 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 account

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

What to do:

  • Log in to your Stripe Account

  • Go to the Subscriptions section of your account and ensure you don’t have any clients under the current tab.
  • Go to your Authorized Applications tab on Stripe, remove authorization for on Stripe, and click on Revoke Access.
  • If your account does not have active subscriptions but you can still disconnect Stripe from'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 must cancel them before disconnecting Stripe from your account. You can have your clients sign up another way—through your branded app or 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 shows all of your existing customers, even the ones who were not able to purchase successfully. 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 declined transaction. 
  •  Search for the decline code.
  • Use this document to check the decline code and for you to know what needs to be done.


2.3 Payment Failed (No failed code and information on Stripe)

What to do:

  • Log in to your Stripe Account.
  • Please go to your account's Products section and make sure that the Pricing Plans in your account match those in your Products section.
  1. If there are no Products in your Stripe account, create a new pricing plan on your 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 take a look at this document for more information. You can also contact Stripe Support via chat or email.