Skip to content
Contact us Sign in
  • There are no suggestions because the search field is empty.

Troubleshooting PassionPayments Issues

This guide helps diagnose payment failures related to Stripe connections or customer payment methods.

In This Article

First Run a Test Purchase

Test Payment Fails

Test Payment Successful

Contacting Support

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.io app.
    1. Navigate to Users and click on the + button. 
    2. Include a personal email to test with. 
    3. Leave the Pricing plan section with only the Default access plan selected.
    4. Click add user. 
    5. Set up a password with the activation email. 
  2. Copy your web checkout link.
    1. Navigate to Pricing.
    2. Click on the 🔗 icon next to any active pricing plan.
  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


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.
  6. Communicate to your user why their payment failed with appropriate next steps.

Contacting Support

If the issue remains unresolved, please contact Support and include:

  • Web checkout link
  • Test payment result (failed or successful)
  • Screenshot of Stripe connection status
  • Exact error message
  • Customer email (if applicable)