--- title: Troubleshooting PassionPayments Issues description: Troubleshoot PassionPayments connection issues in Passion Studio. --- [Skip to content](https://help.passion.io/hc/en-us/articles/360017386718-how-to-troubleshoot-common-passionpayments-issues#main-content) [![Full Passion.io logo (white)](https://help.passion.io/hs-fs/hubfs/Full%20Passion.io%20logo%20(white).png?width=185&height=50&name=Full%20Passion.io%20logo%20(white).png)](https://passion.io/) Open main navigation Close main navigation - - [Contact us](https://help.passion.io/hc/en-us/kb-tickets/new) [Contact us](https://help.passion.io/hc/en-us/kb-tickets/new?hsLang=en) 👋 How can we help you today? - There are no suggestions because the search field is empty. 1. [Help Center](https://help.passion.io/hc/en-us?hsLang=en) 2. [Troubleshooting](https://help.passion.io/hc/en-us/troubleshooting?hsLang=en) 3. [💬 Other](https://help.passion.io/hc/en-us/troubleshooting?hsLang=en#other) September 8, 2026 # Troubleshooting PassionPayments Issues ## Troubleshoot PassionPayments connection issues in Passion Studio. ### In This Article > #### **[First Run a Test Purchase](https://help.passion.io/hc/en-us/articles/360017386718-how-to-troubleshoot-common-passionpayments-issues#T1)** > > #### [**Test Payment Fails**](https://help.passion.io/hc/en-us/articles/360017386718-how-to-troubleshoot-common-passionpayments-issues#T2) > > #### [**Test Payment Successful**](https://help.passion.io/hc/en-us/articles/360017386718-how-to-troubleshoot-common-passionpayments-issues#T3) > > #### **[Contacting Support](https://help.passion.io/hc/en-us/articles/360017386718-how-to-troubleshoot-common-passionpayments-issues#T4)** ### First: Run a Test Purchase Before proceeding with further troubleshooting, run a test purchase. This is the fastest way to diagnose the issue and determine the appropriate next steps. #### To Run a Test Purchase: 1. Create a test account in your Passion app. 1. Go to **People** and click **Add member**. 2. Include a personal email to test with. 3. Leave pricing plans unselected. 4. Click **Add member**. 5. Set up a password with the activation email. 2. Copy your web checkout link. 1. Go to **Offers → Plans**. 2. Click the **⋮** menu on an active plan card and copy its checkout link. 3. Open an incognito/private browser window. 4. Log in using your test user account. 5. Paste the **web checkout link** into the URL bar. 6. Enter valid payment details. ⚠️ A real payment is required. Preview or test modes do not validate live Stripe processing. #### Next Steps - Payment declined: Go to the [Test Payment Fails](https://help.passion.io/hc/en-us/articles/360017386718-how-to-troubleshoot-common-passionpayments-issues#T2) section. - Payment successful: Go to the [Test Payment Successful](https://help.passion.io/hc/en-us/articles/360017386718-how-to-troubleshoot-common-passionpayments-issues#T3) section. ### Test Payment Fails When a test payment fails, the cause is usually related to a broken or incomplete **Stripe** connection. Common symptoms include: - Only the “Name on card” field appearing - The purchase confirmation button constantly loading - Decline message prior to clicking the pay button #### Recommended Steps - **Complete Stripe onboarding.** Ensure there are no “Action Required” or verification prompts in your Stripe dashboard. - **Confirm Live Mode is enabled.** Your Stripe account must be in **Live Mode**, not Test/Sandbox mode. - **Reconnect Stripe Disconnect and reconnect your Stripe account only if issues persist after completing the steps above.** ### Test Payment Successful  If your test payment succeeds, this indicates: ✔ Your Stripe connection is working ✔ PassionPayments is functioning correctly The issue is most likely related to the **customer’s payment method or bank**. #### Checking Decline Messages 1. Log in to your Stripe account. 2. In the search bar, type or paste in the customer's email address. In the drop-down menu, you will see the customer's email and/or name highlighted in yellow. 3. Click on the highlighted email address. This will bring you to the customer's account page. 4. Under **Payments** you will see the failed payment. 5. Hover your mouse over the word **Failed** to see the reason why the payment has failed. 1. Learn more about the decline code: [Stripe decline codes](https://docs.stripe.com/declines/codes). 6. Communicate to your user why their payment failed with appropriate next steps. ### Contacting Support If the issue remains unresolved, please [contact Support](https://help.passion.io/hc/en-us?hsLang=en) and include: - Web checkout link - Test payment result (failed or successful) - Screenshot of Stripe connection status - Exact error message - Customer email (if applicable) - [Getting Started](https://help.passion.io/hc/en-us/getting-started?hsLang=en#main-content) - [🎬 Start Here](https://help.passion.io/hc/en-us/getting-started?hsLang=en#start-here) - [⚙️ App Basics](https://help.passion.io/hc/en-us/getting-started?hsLang=en#%EF%B8%8F-app-basics) - [🙌 PassionFighters Community](https://help.passion.io/hc/en-us/getting-started?hsLang=en#passionfighters-community) - [❓ FAQs](https://help.passion.io/hc/en-us/getting-started?hsLang=en#faqs) - [Create & Customize your App](https://help.passion.io/hc/en-us/create-customize-your-app?hsLang=en#main-content) - [🎨 Design & Branding](https://help.passion.io/hc/en-us/create-customize-your-app?hsLang=en#design-branding) - [📚 Product Structure](https://help.passion.io/hc/en-us/create-customize-your-app?hsLang=en#product-structure) - [📖 Building Content](https://help.passion.io/hc/en-us/create-customize-your-app?hsLang=en#building-content) - [🧱 Lesson Widgets](https://help.passion.io/hc/en-us/create-customize-your-app?hsLang=en#lesson-widgets) - [✨ AI Features](https://help.passion.io/hc/en-us/create-customize-your-app?hsLang=en#ai-features) - [👤 User Onboarding](https://help.passion.io/hc/en-us/create-customize-your-app?hsLang=en#user-onboarding) - [Manage & Engage Your Users](https://help.passion.io/hc/en-us/manage-engage-your-users?hsLang=en#main-content) - [📱 User Management](https://help.passion.io/hc/en-us/manage-engage-your-users?hsLang=en#user-management) - [👥 Community Building](https://help.passion.io/hc/en-us/manage-engage-your-users?hsLang=en#community-building) - [📺 Live Content & Streaming](https://help.passion.io/hc/en-us/manage-engage-your-users?hsLang=en#live-content-streaming) - [🔔 Engagement & Notifications](https://help.passion.io/hc/en-us/manage-engage-your-users?hsLang=en#engagement-notifications) - [📊 User Analytics & Progress](https://help.passion.io/hc/en-us/manage-engage-your-users?hsLang=en#user-analytics-progress) - [Grow Your Business](https://help.passion.io/hc/en-us/grow-your-business?hsLang=en#main-content) - [💰 Revenue Management](https://help.passion.io/hc/en-us/grow-your-business?hsLang=en#revenue-management) - [⚡ Zapier Automations](https://help.passion.io/hc/en-us/grow-your-business?hsLang=en#zapier-automations) - [🔌 Integrations](https://help.passion.io/hc/en-us/grow-your-business?hsLang=en#integrations) - [📈 Marketing & Acquisition](https://help.passion.io/hc/en-us/grow-your-business?hsLang=en#marketing-acquisition) - [App Store Listing](https://help.passion.io/hc/en-us/app-store-listing?hsLang=en#main-content) - [⚙️ Start Here](https://help.passion.io/hc/en-us/app-store-listing?hsLang=en#%EF%B8%8F-start-here) - [🍎 Apple App Store](https://help.passion.io/hc/en-us/app-store-listing?hsLang=en#apple-app-store) - [🤖 Google Play Store](https://help.passion.io/hc/en-us/app-store-listing?hsLang=en#google-play-store) - [🔧 Developer Account Setup](https://help.passion.io/hc/en-us/app-store-listing?hsLang=en#developer-account-setup) - [Google Developer Account Setup](https://help.passion.io/hc/en-us/app-store-listing?hsLang=en#google-developer-account-setup) - [💰 Monetization & Pricing](https://help.passion.io/hc/en-us/app-store-listing?hsLang=en#monetization-pricing) - [📋 Platform Policies](https://help.passion.io/hc/en-us/app-store-listing?hsLang=en#platform-policies) - [🔍 App Store Visibility](https://help.passion.io/hc/en-us/app-store-listing?hsLang=en#app-store-visibility) - [❓ Troubleshooting](https://help.passion.io/hc/en-us/app-store-listing?hsLang=en#troubleshooting) - [Troubleshooting](https://help.passion.io/hc/en-us/troubleshooting?hsLang=en#main-content) - [🖥️ Technical Issues](https://help.passion.io/hc/en-us/troubleshooting?hsLang=en#%EF%B8%8F-technical-issues) - [🎬 Media & Content Troubleshooting](https://help.passion.io/hc/en-us/troubleshooting?hsLang=en#media-content-troubleshooting) - [💬 Other](https://help.passion.io/hc/en-us/troubleshooting?hsLang=en#other) - [Product Updates](https://help.passion.io/hc/en-us/product-updates?hsLang=en#main-content) - [💫 Improvements](https://help.passion.io/hc/en-us/product-updates?hsLang=en#improvements) - [⭐ New](https://help.passion.io/hc/en-us/product-updates?hsLang=en#new) - [Account & Subscription Management](https://help.passion.io/hc/en-us/account-subscription-management?hsLang=en#main-content) - [👤 Account Management](https://help.passion.io/hc/en-us/account-subscription-management?hsLang=en#account-management) - [🔄 Subscription Management](https://help.passion.io/hc/en-us/account-subscription-management?hsLang=en#subscription-management) - [🤝 Referral Programs](https://help.passion.io/hc/en-us/account-subscription-management?hsLang=en#referral-programs) - [Passion Funnels](https://help.passion.io/hc/en-us/passion-funnels?hsLang=en) - [Your Users Experience](https://help.passion.io/hc/en-us/your-users-experience?hsLang=en) [![Passion.io logo with pink rounded square icon containing white 'P' and black text reading 'Passion.io'](https://help.passion.io/hs-fs/hubfs/Passion.io%20in%20rounded%20rectangle.png?width=286&height=100&name=Passion.io%20in%20rounded%20rectangle.png "Passion.io logo with pink rounded square icon containing white 'P' and black text reading 'Passion.io'")](https://passion.io/) [mailto:instructor@passion.io](mailto:instructor@passion.io) Copyright © 2026, Passion.io | A service powered by Independence284, Inc.