To fully troubleshoot payment issues, you will need access to both the seller's Kartra account and the integrated payment processor account.

Troubleshooting for buyers

If only one or a few people are having trouble completing payments, this usually indicates a problem on the buyer's end. Your customer can perform the following basic troubleshooting steps.

If the Continue button is not active at checkout:

  • Ensure all mandatory fields (marked with a red asterisk) are completed.

If a new purchase cannot be completed:

  1. Verify that all information entered in the checkout form is correct.
    • Pro tip: Browser add-ons that auto-fill forms can lead to mistakes.
  2. Clear the browser cache and cookies.
  3. Try the purchase from a different browser.
  4. Try the purchase from a different device.
  5. Contact the credit card issuer to confirm the charge is authorized.

If a recurring payment fails:

  1. Verify the credit card on file is still valid.
  2. Check if the credit limit can accommodate the charge.
  3. Contact the credit card issuer to confirm if the charge was blocked, and if so, request to clear the block.
  4. Update the payment method with a new credit card.
    • Pro tip: If the payment is processed through PayPal, the payment source cannot be changed in Kartra. The customer must log in to their PayPal account to update the funding source for your product.

Seller action: Check payment processor records

As the seller, you should check your payment processor for more information.
  • Log in to the payment processor integrated with the product the customer is trying to purchase.
  • Review the activity log for any error messages or additional details captured by the processor.