Troubleshoot payments and checkout
Fix common issues with Stripe connection, checkout, paid orders, commissions, and customer access after payment.
Troubleshoot payments and checkout
This guide helps you fix common issues related to payments, Stripe checkout, paid orders, commissions, and customer access after purchase.
Banaslap Studio uses Stripe to process payments and uses order data to unlock downloads, licenses, memberships, and customer dashboard access.
Common payment issues
Payment and checkout issues usually come from one of these areas:
- Stripe account not connected;
- Stripe account not fully verified;
- checkout not configured correctly;
- product or license price missing;
- customer payment failed;
- webhook event not received;
- order not marked as completed;
- customer access not created;
- membership subscription inactive;
- server or API communication issue.
Start by identifying whether the problem happens before payment, during payment, or after payment.
Checkout does not open
If checkout does not open, check that:
- Stripe is connected;
- your Banaslap Studio license is active;
- the beat is published;
- the license option is enabled;
- the license price is valid;
- the beat is not marked as sold or unavailable;
- the customer selected a valid license.
If the issue happens only on one beat, review that beat’s license configuration.
If the issue happens on all beats, check your Stripe connection and store settings.
Stripe payment fails
If Stripe declines or fails a payment, the issue may come from the customer’s payment method or Stripe account status.
Check:
- the customer’s card or payment method;
- Stripe dashboard payment logs;
- whether Stripe requires additional customer authentication;
- whether your Stripe account is fully active;
- whether your site uses HTTPS;
- whether the currency is supported.
Stripe processing errors should be reviewed inside Stripe first.
Order is not created
If payment succeeds but no order appears, check whether the webhook or payment confirmation reached Banaslap Studio correctly.
Possible causes include:
- webhook not configured;
- webhook secret incorrect;
- server blocked the webhook request;
- API error during order creation;
- Stripe event not handled correctly;
- temporary server issue.
If this happens, check both the Stripe dashboard and Banaslap Studio logs.
Downloads are not available after payment
If a customer paid but cannot download files, check that:
- the order was completed successfully;
- the customer is logged in with the correct account;
- the purchased license has files attached;
- the files still exist on the server;
- the download access rules allow the customer to access them;
- the customer dashboard is loading correctly.
Downloads depend on the license or membership attached to the order.
License PDF is missing
If the customer does not receive a license document, check that:
- automatic license generation is enabled;
- the license option is not using No License mode;
- the order was completed successfully;
- the selected license has terms configured;
- the customer has access to the order.
If No License mode is active, Banaslap Studio can still deliver files, but it will not generate a license PDF.
Membership access does not activate
If a customer paid for a membership but cannot access member content, check that:
- the Stripe subscription is active;
- the payment was successful;
- the membership plan is active;
- the customer account is linked correctly;
- the member content is assigned to the correct plan;
- the customer is logged in with the correct email address.
If the subscription is incomplete, past due, or cancelled, access may be paused.
Failed renewal payments
For recurring memberships, Stripe handles renewal payments.
If a renewal payment fails, the customer’s subscription may become past due or inactive.
When this happens, membership access may be restricted until the payment issue is resolved.
After the customer updates their payment method and the subscription becomes active again, access can be restored according to the membership status.
Starter commissions
On Starter, Banaslap applies:
- 10% Banaslap commission on beat sales;
- 10% Banaslap commission on membership sales.
Stripe processing fees are charged separately by Stripe.
If a transaction amount looks lower than expected, review:
- Stripe processing fees;
- Banaslap commission;
- refunds;
- currency conversion;
- taxes if applicable.
Pro service fee
On Pro, Banaslap applies:
- 0% Banaslap commission on beat sales;
- 0% Banaslap commission on membership sales;
- 1% service fee per successful transaction.
Stripe processing fees are charged separately by Stripe.
Do not describe Pro as “0% fees.” The correct wording is: 0% Banaslap commission, with a 1% service fee per successful transaction, excluding Stripe fees.
Refunds
Refunds should be managed carefully.
Before refunding, check:
- the original order;
- the customer account;
- delivered files;
- license document status;
- membership access;
- Stripe payment status.
Depending on your policy, a refund may require access to be revoked or adjusted.
Best troubleshooting order
When a checkout problem happens, check in this order:
- Is the Banaslap Studio license active?
- Is Stripe connected and verified?
- Is the beat published?
- Is the license option enabled?
- Is the price valid?
- Does Stripe show a successful payment?
- Was an order created?
- Are the correct files attached?
- Is customer dashboard access working?
- Are there any plugin or server errors?
This order helps you locate the problem faster.
When to contact support
Contact support if:
- Stripe shows a successful payment but no order is created;
- a completed order does not unlock downloads;
- membership access does not match Stripe subscription status;
- license PDFs are missing despite license generation being enabled;
- commissions or service fees do not match the plan;
- checkout fails across the entire store.
When contacting support, include:
- your Banaslap account email;
- your WordPress site URL;
- the affected order or customer email;
- the beat or membership involved;
- the error message shown;
- whether the payment appears in Stripe.
Do not send your Stripe secret key, webhook secret, password, or private server credentials.