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Platform administrators can diagnose and assist with Stripe payment integration issues.

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Common Issues

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Connection & Configuration

Symptoms:
  • All payment operations failing
  • “Invalid API Key” errors
Resolution:
  1. Verify API keys are correctly configured
  2. Check if using test vs live keys appropriately
  3. Confirm keys haven’t been rotated/revoked
  4. Verify restricted key has required permissions
Symptoms:
  • Payment status not updating
  • Subscriptions not activating after payment
Resolution:
  1. Check webhook endpoint is accessible
  2. Verify webhook signing secret is correct
  3. Review webhook logs in Stripe dashboard
  4. Check for failed webhook deliveries

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Payment Issues

Common causes:
  • Insufficient funds
  • Card expired
  • Fraud detection triggered
  • 3D Secure authentication failed
Troubleshooting:
  1. Check decline code in transaction record
  2. Review Stripe Radar rules if fraud-related
  3. Verify 3D Secure is properly configured
  4. Check if card requires additional authentication
Common causes:
  • Webhook not received
  • Payment intent not confirmed
  • Subscription status not syncing
Troubleshooting:
  1. Check Stripe dashboard for subscription status
  2. Review webhook delivery logs
  3. Verify webhook handler processed event
  4. Check for idempotency issues (duplicate events)
Common causes:
  • Refund exceeds charge amount
  • Charge already refunded
  • Charge too old (beyond refund window)
  • Insufficient balance
Troubleshooting:
  1. Verify original charge status and amount
  2. Check existing refunds on charge
  3. Review Stripe account balance
  4. Check refund policy timeframes

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Subscription Issues

Common causes:
  • Subscription paused or cancelled
  • Payment method expired
  • Billing anchor date misconfigured
Resolution:
  1. Check subscription status in Stripe
  2. Verify default payment method is valid
  3. Review billing cycle anchor settings
  4. Check for past_due status
Common causes:
  • Proration behavior misconfigured
  • Plan change timing
  • Credit balance not applied
Troubleshooting:
  1. Review proration settings on subscription
  2. Check upcoming invoice preview
  3. Verify credit balance application

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Diagnostic Endpoints

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Connection Status

GET /api/admin/integrations/stripe/{organization_id}/status
Authorization: Bearer {admin_token}
Response: 
{
  "connected": true,
  "mode": "live",
  "account_id": "acct_xxx",
  "webhook_status": "healthy",
  "last_webhook_received": "2025-01-15T10:30:00Z",
  "webhook_failures_24h": 0,
  "pending_webhooks": 0
}

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View Failed Transactions

GET /api/admin/integrations/stripe/{organization_id}/failed-transactions
Authorization: Bearer {admin_token}
Response: 
{
  "transactions": [
    {
      "id": "txn-uuid",
      "stripe_payment_intent": "pi_xxx",
      "amount": 9900,
      "currency": "aud",
      "status": "failed",
      "decline_code": "insufficient_funds",
      "decline_message": "Your card has insufficient funds.",
      "member_id": "member-uuid",
      "member_email": "user@example.com",
      "timestamp": "2025-01-15T09:15:00Z"
    }
  ],
  "total": 3,
  "page": 1
}

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View Webhook Events

GET /api/admin/integrations/stripe/{organization_id}/webhooks
Authorization: Bearer {admin_token}
Response: 
{
  "events": [
    {
      "id": "evt_xxx",
      "type": "payment_intent.succeeded",
      "status": "processed",
      "received_at": "2025-01-15T10:30:00Z",
      "processed_at": "2025-01-15T10:30:01Z"
    },
    {
      "id": "evt_yyy",
      "type": "customer.subscription.updated",
      "status": "failed",
      "received_at": "2025-01-15T09:15:00Z",
      "error": "Subscription not found in system",
      "retry_count": 3
    }
  ]
}

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Retry Webhook

POST /api/admin/integrations/stripe/{organization_id}/webhooks/retry
Authorization: Bearer {admin_token}
Content-Type: application/json

{
  "event_ids": ["evt_xxx", "evt_yyy"]
}

​
Sync Subscription Status

POST /api/admin/integrations/stripe/{organization_id}/sync-subscription
Authorization: Bearer {admin_token}
Content-Type: application/json

{
  "member_id": "member-uuid"
}

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Escalation

For complex Stripe issues:
  1. Collect organization ID, Stripe account ID, payment intent IDs
  2. Check Stripe Status page for incidents
  3. Review Stripe dashboard logs directly if needed
  4. Contact Stripe support for account-level issues