Troubleshooting

Fix common Payment Page problems, rule out caching and plugin conflicts, and open a support ticket with everything the team needs.

Applies to Payment Page 1.6.0

Common problems#

Symptom What to check
The gateway shows "Stripe payments are paused until the webhook is ready" Finish the webhook setup in Stripe Webhook.
Payments succeed in Stripe but the form's emails, redirect or HTTP request never run The webhook can't reach your site. See Stripe Webhook and make sure nothing blocks /wp-json/ (see Known Plugin Conflicts).
Emails never arrive WordPress sends them. Install an SMTP plugin or a transactional email service so your host's mail isn't filtered as spam.
The connect buttons show "Your SSL security certificate is not properly configured on your site." Open wp-admin at your WordPress Address over https.
The form doesn't load, or shows an old version Clear every cache (see below).
A payment method is missing from the form Turn it on under Payment Gateways, then in the form's Payment Methods section. See Payment Methods for currency and plan limits.

Troubleshooting steps#

  1. Update Payment Page, any plugin it works with (for example Elementor) and WordPress. Back up your site first.
  2. Make sure your SSL certificate works. Payment Page needs secure connections to Stripe, PayPal and the Payment Page service.
  3. Clear the cache at every level: your host's server cache, any caching plugin, your CDN (for example Cloudflare) and your browser. Each one can show you an old page.

If the problem continues:

  1. Turn off all caching for a moment: server cache, caching plugins and your CDN. Then test in a private browser window.
  2. Turn off every other plugin except the ones Payment Page needs, and switch to a default WordPress theme. If that fixes it, turn them back on one at a time and test after each. When you find the plugin or theme that conflicts, tell support so we can fix it or contact its developer.

Also see System Requirements and Known Plugin Conflicts.

Opening a support ticket#

Open a request through the Payment Page support form. Never include passwords, API keys, webhook secrets, card details or your customers' personal data.

Include:

  1. Confirmation that you've tried every step above. As a WordPresser for 10+ years and the Founder of Payment Page, I can tell you from experience that these steps solve 99% of issues and are the fastest way to a fix. [Required]
  2. A video or screenshot of the problem, with written steps to reproduce it. [Required]
  3. The URL of the page with the problem. [Required]
  4. Your PHP, WordPress, Payment Page and Elementor versions.
  5. If support asks for site access, a short-lived temporary login with only the permissions needed. Send it only through the method support gives you. [Optional]
  6. A current backup before you grant access. Remove the temporary login as soon as the investigation is done. [Required if you grant access]