Troubleshooting

Each item gives the message the dashboard shows, when there is one, or the symptom. Find your case in the section for the topic and follow the link to the page with the full step-by-step.

PaymentsCopy Anchor Link

• Your plan allows N active connector(s). Upgrade to add more.

  Your plan reached its limit of active connections. Test connections count too. Deactivate a connection you no longer use or change plans in Vipter plan. See limits by plan.

• The provider rejected the key

  The key is incomplete, belongs to another account or is from a different environment than the one chosen in Test connection. Copy the key again and check the prefix: sk_live_ or sk_test_ on Stripe and Pagar.me, $aact_prod_ or $aact_hmlg_ on Asaas. See the provider's page in features by provider.

• Without the verification secret the platform rejects this provider's events. Register the URL above at the provider, copy the secret and save it here.

  The webhook URL wasn't registered at the provider or the secret wasn't saved in Vipter. Register it again in provider webhook.

• The buyer paid, but the order is still pending

  The provider's notice isn't reaching Vipter. Check that the URL registered at the provider is this connection's, that the webhook was created in the same environment (test or live) and that the secret is the same on both sides. On Asaas, the webhook token is required. See provider webhook and accept PIX.

• PIX or card doesn't show on the checkout

  There is no active payment flow for that method, or the flow's connection is inactive. PIX (Brazil's instant payment) also doesn't show on subscriptions or on prices in currencies other than the Brazilian real. Check in Payments›Payment flows. See payment flows.

• No active connector supports this payment method.

  No active connection supports that payment method. Connect a provider that does, for example Pagar.me, Mercado Pago or Asaas for PIX. See features by provider.

• The checkout doesn't show installments

  The sale isn't in Brazilian reais on a credit card, the rule for that kind of sale is turned off, the minimum installment is too high for the price or no active account accepts installments. See installments.

• The rule was saved, but not every provider connection took the change. Save again in a moment.

  The rule was saved, but a payment account didn't get the notice. Click Save changes again in a moment. See installments.

• Many payments declined

  Open a Failed order and read the code in Payment attempts. Temporary bank declines drop with a fallback account in the payment flows. See payment decline reasons.

• The refund button doesn't show

  The order isn't paid, was already fully refunded or your role is neither Admin nor Owner. See refund, capture and void.

• The subscription has been in dunning for days

  The payment platform keeps trying to charge the card. Ask the subscriber to update the card through the Subscription payment problem e-mail or the customer portal. See subscriptions and customer portal.

CheckoutCopy Anchor Link

• The link shows "This payment link is not available"

  The offer was archived, Link enabled is turned off, no price is in a currency the store accepts, the ?pack= doesn't exist or the store isn't selling. The reason shows in the page's address, after ?reason=. See decline reasons and payment links.

• Selling is paused: an overage charge is open. Update the card to sell again.

  A plan overage charge was declined on every attempt, and the checkout stopped accepting sales. Contact support to update the plan's card. See past-due payment and blocked sales.

• Creating new items is paused until the plan payment is resolved.

  The Vipter plan payment is late. The store keeps selling, but the dashboard doesn't create new items. Settle it in Vipter plan. See past-due payment and blocked sales.

• The offer has a price in dollars, but the checkout only shows reais

  No active connection in the store accepts dollars. Check your connections' currencies in features by provider and see checkout languages.

• The coupon in the link didn't give a discount

  The order summary shows the reason next to the coupon, such as an expired coupon, a minimum amount not reached or a coupon that doesn't apply to packs. Adjust the coupon in Catalog›Coupons. See coupons.

• The checkout rejects the CPF or CNPJ

  The check digits don't match. The buyer needs to correct the CPF (Brazilian individual taxpayer ID) or CNPJ (Brazilian company taxpayer ID) in the details step. See accept PIX.

• The language selector doesn't show

  The store sells to a single country, and the checkout stays in that country's language. For another language, use ?lang= in the link. See checkout languages.

IntegrationsCopy Anchor Link

• The sale was approved, but the student didn't get into the member area

  The offer sold has no rule, or the class or product ID doesn't exist on the member platform. The reason for the failure shows in Recent deliveries. See member areas.

• The platform rejected the credentials

  The member area key is wrong or was changed there. Copy it again and save. See MemberKit, Cademí or Membox.

• The invoice is Failed with "the customer has no complete address" or "the customer has no tax id"

  Complete the customer's address or tax ID in Sales›Customers with Edit and issue it again from the order. See invoices.

• The invoice is Rejected

  The city government or the SEFAZ (Brazilian state tax office) rejected the invoice, and the reason shows under the status. Most of the time it is a tax code: fix it in the defaults or in the product and issue it again. See invoices.

• The automation event shows as skipped with "customer has no phone"

  The buyer didn't enter a phone number, and the tool doesn't accept the event without it. Make the checkout ask for the phone number. See automations.

• Your plan does not allow another account sending from the server. Upgrade to connect one more.

  Your plan reached its limit of tracking accounts sending from the server in this store. Remove the token from an account that doesn't need it or change plans. See limits by plan.

• The ad platform isn't receiving any events

  Check that the tracking account is linked to the product sold and isn't paused. Then look for the order in the conversion activity to see the platform's response. See conversion tracking and conversion activity.

• Without a token, events only go out from the browser and a PIX paid after the page was closed is not counted. Add the token under Connection.

  The account only sends from the browser, and a PIX paid after the buyer closes the page isn't counted. Paste the platform's token into the account. See conversion tracking.

• Enter an https:// URL

  The webhook address must start with https://. See webhooks.

• Webhook deliveries fail with timeout

  Your system takes more than 10 seconds to respond. Respond 200 as soon as you validate the signature and process the event afterwards. See webhooks.

E-mailCopy Anchor Link

• Connect an e-mail provider in Integrations first.

  No e-mail provider is connected, or it is paused. Connect a provider or turn on Send e-mails. See store e-mails.

• The buyer says they didn't receive anything

  Check the order's e-mail history. Blocked means the address is on the block list, and Not sent gives the reason. If it shows Sent or Delivered, ask the buyer to check their spam folder. See e-mail activity and blocked addresses.

• Test mode: every e-mail goes to you@yourcompany.com.

  The test address is filled in, and every e-mail goes to it instead of the buyer. Clear the address when you finish testing. See store e-mails.

• The domain shows as verified, but e-mails land in spam

  Check that DMARC exists and that the texts don't look like advertising. Register the delivery status webhook so Vipter blocks addresses that don't exist. See sending domain.

• DMARC not found (recommended)

  Create the TXT record at _dmarc.seudominio.com.br with v=DMARC1; p=none; and click Check domain again. See sending domain.

• Two SPF records on the same domain

  A domain can only have one TXT record with v=spf1. Merge the include: entries into a single record. See sending domain.

Custom domainCopy Anchor Link

• Enter a valid subdomain such as checkout.your-store.com (root domains are not supported).

  You entered the root domain or an address with a typo. Use a subdomain, such as checkout.sualoja.com.br. See custom domain.

• This hostname is already used by another project.

  The subdomain is already linked to another store in Vipter. Choose another one or remove it from the other store.

• CNAME not found yet. Check the record and try again in a few minutes.

  The DNS record hasn't propagated yet, the name is wrong or the target has a trailing space. Check the record and try again in a few minutes. See custom domain.

• DNS is correct; the certificate is being issued (usually a few minutes).

  The DNS is right and only the certificate is missing. On Cloudflare, keep the record's cloud grey. Then click Verify again in a few minutes.

What to do nextCopy Anchor Link

• See the most common questions in frequently asked questions.
• Make a test purchase to check everything: test the store.