This guide covers common issues you may encounter when integrating Stripe with Trackdesk and how to resolve them.
If your Stripe integration is not working as expected, go through the scenarios below to identify and fix the issue.
1. Setup and connection issues
Unable to set tenant ID and access token
Description: An unexpected error appears during setup.
Solution:
Check if an ad-blocker is active in your browser. Disable it temporarily and retry the setup.
Verifying Stripe app installation
Description: You're unsure whether the Stripe app is installed correctly.
Solution:
Go to your Stripe dashboard and verify that the Trackdesk app is installed and properly configured. Reinstall if necessary.
API version issues
Description: Stripe integration is not working due to outdated API version.
Solution:
Ensure your Stripe account uses a supported API version.
The default API version must be 2023 or newer
Older versions (especially 2022 and earlier) may not be compatible
2. Tracking and data issues
Test clicks not storing emails
Description: Customer emails are not being saved during test conversions.
Solution:
Ensure that:
Emails are captured correctly on your website
Emails are passed to Trackdesk via the tracking script
Currency mismatch
Description: Stripe currency does not match Trackdesk settings.
Solution:
Make sure currencies are aligned between Stripe and Trackdesk.
Conversion error logs
Description: Conversions are failing or not being recorded.
Solution:
Check the Conversion error log for detailed error messages to identify the issue.
3. Payment and tracking behavior
Issues with Stripe payment links
Description: Errors occur when using payment links.
Solution:
Make sure you are using Stripe Payment Links integration.
You can verify this if the link contains:
buy.stripe...
Also ensure:
Links are active
Links are configured correctly
Live vs test mode confusion
Description: Data is missing or inconsistent.
Solution:
Verify that:
You are using the correct Stripe mode (Live vs Test)
The Trackdesk integration is connected to the same mode
Free trial conversions not tracked
Description: Free trials are not appearing as conversions.
Solution:
Confirm the account is in free trial mode
Use the Free trial conversion type in your offer
Only non-zero transactions tracked
Description: Zero-value transactions are not tracked.
Solution:
Stripe only tracks actual payments.
Transactions with zero value (e.g. free or incomplete payments) will not generate conversions.
Refunds hiding conversions
Description: Some conversions are missing after payment.
Solution:
Check if the payment was refunded shortly after completion.
Refunded transactions may not appear in standard reports.
4. Integration method issues
Setup Intent method not storing emails
Description: Billing emails are missing in Stripe charges.
Solution:
If you're using Setup Intent, emails may not be stored.
Switch to Checkout Session integration
Ensure billing email is captured in Stripe
5. Coupon tracking issues
Stripe coupons not tracked correctly
Description: Coupon-based conversions are missing or incorrect.
Solution:
Check the following:
Coupons are active in Trackdesk
Coupon tracking is enabled in Stripe app settings
Coupons exist in Stripe and are valid
Checkout flow allows coupon usage
Also review the Conversion error log for coupon-related issues.
💡 Summary
Most Stripe integration issues are caused by:
Incorrect setup (API version, app installation)
Mode mismatch (Live vs Test)
Missing or misconfigured data (emails, currency, coupons)
Reviewing the Conversion error log is often the fastest way to identify the root cause.
Need more help?
If the issue persists, feel free to reach out to our support team:
Live chat available in the platform
Email: [email protected]