Payment Issues

Having trouble with payments? Here's how to resolve them.

Payment Failed

Common Reasons

• Insufficient funds
• Card expired
• Incorrect details
• Bank declined

Solutions

Update Card:

1. Go to Settings > Billing
2. Update payment method
3. Retry payment

Contact Bank:

• Some banks block subscription payments
• Call and authorize the charge
• Add Deiza to approved merchants

Try Different Card:

• Use another card
• Try debit instead of credit
• Use a different bank

Transaction Stuck as Pending

Auto providers (Stripe, Paystack, Lemon Squeezy)

Transactions from auto providers should update to Completed automatically within a few seconds of the buyer completing payment. If a transaction is stuck as Pending:

1. Check the confirm page — the buyer may have closed the browser before being redirected. The webhook will still fire from the provider and update the transaction within 1–2 minutes.
2. Check your webhook configuration — ensure the Stripe/Paystack/Lemon Squeezy webhook endpoint is registered in that provider's dashboard and pointing to your Deiza webhook URL.
3. Check for matching — auto-completion matches on the buyer's email and transaction reference. If the buyer used a different email at the provider than they entered in the Deiza checkout form, automatic matching may not succeed. In this case, manually mark the transaction as Completed.
4. Manually confirm — if the payment is confirmed in your provider's dashboard but the transaction is still Pending in Deiza, click the three-dot menu on the transaction and select Mark as Completed.

Manual providers (PayPal, Gumroad, Flutterwave, Custom URL)

Transactions from manual providers always stay Pending until you confirm them manually. There is no way for Deiza to receive automatic payment confirmation from these providers. When you receive the payment, go to the Transactions dashboard, find the transaction, and mark it as Completed.

Invoice Payment Issues

Customer Can't Pay

Check:

• Invoice was sent
• Link is correct
• Payment options are enabled

Solutions:

• Resend invoice
• Copy share link
• Check spam folder

Buy Button Goes Directly to Payment Provider Instead of Deiza Checkout

If the Buy Now button on your site skips the Deiza checkout page and opens the external payment link directly, it means that product has not yet been registered with Deiza.

Fix:

• For auto providers: click Generate Payment Links in the Products tab to generate or regenerate links. This registers the product automatically.
• For manual providers: open the product card in the Products tab, clear the Checkout URL field, retype or paste the URL, and click outside the field to save. Deiza registers manual URLs on save — a "Deiza checkout enabled" badge will appear below the field once registration is complete.

Subscription Issues

Plan Not Updated

After payment, plan should update immediately.

If not:

1. Refresh the page
2. Log out and back in
3. Contact support

Double Charged

If you see duplicate charges:

1. Check billing history
2. Verify it's not prorated upgrade
3. Contact support for refund

Getting Help

For billing issues, contact support with:

• Email address on account
• Last 4 digits of card
• Description of issue
• Screenshots if available