Troubleshoot payment and checkout issues

Troubleshoot payment and checkout issues

A buyer cannot complete checkout, or payments are not coming through. Here is how to diagnose and fix the most common causes.

Possible causes

1. Stripe is not connected

upcoach uses Stripe Connect to process payments. If you have not connected a Stripe account — or if the connection was interrupted during onboarding — checkout will not work. Stripe requires that your account has charges enabled and that onboarding details are fully submitted before payments can be processed.

How to fix it:

  1. Open Admin Area > Payments from the sidebar.
  2. Check whether your Stripe account shows as connected and active.
  3. If it shows as disconnected or incomplete, click through to complete the Stripe onboarding process. Stripe may require identity verification, bank account details, or business information before activating your account.

See Set up payments with Stripe for setup instructions.

2. The offer is not live

Offers have three statuses: Draft, Live, and Paused. Only live offers accept purchases. Additionally, an offer cannot go live unless all of its linked programs are published.

How to fix it:

  1. Open Admin Area > Offers and find the offer.
  2. Check the offer status. If it is Draft or Paused, buyers will see the checkout page but cannot complete a purchase.
  3. To set an offer live, make sure every program linked to the offer is published first, then change the offer status to Live.
  4. Also check the enrollment deadline — if a deadline was set and it has passed, enrollment is automatically closed. And if an enrollment cap was set and reached, the offer shows as sold out.

See Create an offer for details.

3. Price or currency configuration issue

Each offer has one or more price options with amounts set in a specific currency. If a price was not created correctly in Stripe, or if the Stripe price ID is missing, checkout sessions will fail.

How to fix it:

  1. Open the offer and review its pricing options.
  2. Confirm that at least one price is marked as active.
  3. If you recently changed pricing, make sure the Stripe product and price were synced. You can edit and re-save the price to trigger a sync.
  4. For subscription or installment pricing, confirm the billing interval and installment count are set correctly.

4. The checkout page is not accessible

Each offer has a checkout page with a unique URL based on your organization’s domain (e.g., yourorg.upcoach.com/c/offer-slug). If you use a custom domain, SSL or DNS misconfiguration can make the checkout page unreachable.

How to fix it:

  1. Test the checkout URL yourself by opening it in a private/incognito browser window.
  2. If you use a custom domain, verify your DNS records are set up correctly and that SSL is active. See Set up a custom domain.
  3. If the page loads but shows an error, check that the offer status is Live (see cause 2 above).

5. The buyer’s payment method was declined

Sometimes the issue is on the buyer’s side. Stripe may decline a card for insufficient funds, incorrect card details, or bank restrictions.

How to fix it:

This is outside your direct control, but you can help by:

  1. Asking the buyer to double-check their card number, expiration date, and CVV.
  2. Suggesting they try a different payment method or card.
  3. Checking your Stripe dashboard for declined payment attempts — Stripe provides specific decline reasons that can help the buyer resolve the issue with their bank.

Still not working?

If none of these causes apply, contact support with:

  • Your offer name and checkout URL
  • The buyer’s email address (if known)
  • Any error messages displayed during checkout
  • Whether the issue affects all buyers or a specific one