Troubleshooting steps for Stripe integration:
This is a guide to troubleshooting common issues encountered during the integration of Stripe. If you are facing challenges with your Stripe integration, use the steps below to identify the possible issue.
1. Unable to set tenant ID and access token in Stripe app setup
Description: An unexpected error appears when setting up the tenant ID and access token.
Troubleshooting step:
Check if an ad-blocker is active on your browser, as it can interfere with the setup. Temporarily disable the ad-blocker and retry the setup process.
2. Verifying the installation of the Stripe app
Description: Issues confirming if the Stripe app is installed correctly.
Troubleshooting step:
Go to your Stripe admin settings to confirm the app is properly installed and configured. Reinstall if necessary.
3. Issues with Stripe payment links
Description: You are encountering errors when using Stripe payment links for transactions.
Troubleshooting step:
Ensure that you are using Stripe payment links and not other types of payment links.
The way you will be able to tell is if by hovering over the payment link and being able to see url in the form "buy.stripe..."
Confirm that the links are active and properly configured.
4. Test clicks not storing emails in stripe via customer email
Description: Emails are not saved during test scenarios using Stripe integration.
Troubleshooting step:
Ensure that customer emails are being captured correctly during test clicks. Check if emails are logged properly in your system.
5. Live mode vs test mode configuration
Description: Users may mistakenly be operating in test mode instead of live mode, resulting in unexpected behavior.
Troubleshooting step:
Verify that the Stripe integration is set to live mode. Test mode does not trigger real payments. Check the API keys and dashboard settings to ensure they are configured for live transactions.
6. Free trial mode not tracking stripe charges
Description: No charges are tracked during a free trial period.
Troubleshooting step:
Confirm if the user’s account is in free trial mode. Note that the system tracks only actual charges, so free trials will not be recorded.
7. Only tracking non-zero value transactions
Description: Transactions with zero value are not being tracked.
Troubleshooting step:
Make sure that a real payment was processed. Stripe only tracks transactions with non-zero values, so zero or incomplete payments will not appear in your reports.
8. Refunds hiding payment conversions
Description: Transactions that are immediately refunded may not appear in conversion reports.
Troubleshooting step:
Check if the payment was refunded shortly after processing. Such payments may be hidden in your dashboard, affecting conversion tracking.
9. Issues with API updates
Description: Problems updating the Stripe API settings.
Troubleshooting step:
Ensure you are using the latest version of Stripe’s API for compatibility.
For the Stripe purposes the DEFAULT tagged version is important. This version should be on version 2023 and newer as some versions of 2022 and years before are not compatible, as Stripe does not provide us testing environment for the older versions to check which ones are and which ones aren't supported.
10. Currency mismatch between Stripe and system
Description: The currency set in Stripe does not match the supported currencies in your system.
Troubleshooting step:
Check the currency settings in both Stripe and your system. If there is a discrepancy, update either system to ensure consistency.
11. Older Stripe integration method (Setup Intent) not storing billing emails
Description: Older integrations using Setup intent may not save customer billing emails which would lead to tracking issues.
Troubleshooting step:
Confirm if you are still using the Setup intent method. Update the integration to ensure customer billing emails are stored for tracking.
The issue lies in the fact that the billing email in the charge section is empty. It can occur when you are not using the Checkout Session for payment, and instead have implemented it manually through Setup Intent.
12. Reviewing conversion error logs
Description: Conversion issues are logged, indicating problems with Stripe transactions.
Troubleshooting step:
Check the Conversion error log for recorded issues. These logs provide detailed information on transaction failures, which can help diagnose the problem.
13. Issues with stripe coupon tracking
Description: Conversions via Stripe coupons are not being tracked correctly.
Troubleshooting step:
Confirm that the coupons are active and set to enabled status in your Trackdesk platform.
Ensure that the coupons are available in Stripe and have not expired or reached their redemption limit.
Check if the payment link/checkout flow allows users to apply coupons.
Review the Conversion error log to identify any errors related to coupon usage.
This guide addresses the most common issues you may encounter during Stripe integration. Always ensure that your Stripe app, API, and system configurations are up to date and aligned with best practices for a seamless payment experience.