Payments Troubleshooting

Follow these troubleshooting tips for assistance with your Payments. 

Weave Payments features are only available to U.S. customers.

Stripe Account Health

The health status of your Stripe account is shown in your Weave Admin Portal.

Payment_Trouble_1.png

Your Stripe account health is represented by an Active (green dot) or Inactive (red dot) status next to Payments and Payouts.

  • An Active Payments status allows you to process credit card payments.

  • An Active Payouts status allows any funds you capture to be transferred to your bank account

Inactive Payments or Payouts

If either the Payments or Payouts status of your account is Inactive (red dot), open your Stripe Express Dashboard following these steps to see what additional information Stripe needs from your business to verify yours or your business’ identity.

  • Log in to your Weave Admin Portal

  • Click Payments

  • Click Settings

  • Click on the blue hyperlink that says Stripe Dashboard

  • Upload the information according to the alert on your Stripe Express dashboard

  • Upload this information

  • Click Save

Payment_Trouble_2.png

If you still experience problems getting your Stripe account completely activated, please contact our Weave Payments Team.

Text to Pay Payment Page Errors

Are your customers having trouble processing their credit card payment when they click on the payment link in the Text to Pay request you sent them? Check the table below to see the meaning of the error and the corresponding solution to resolve that error.

Payment_Trouble_3.png

Error Name Error Message Meaning Solution
Broken Payment Link Whoops! An error occurred. Please try again. If you continue to get this message, please request a new link. The link is incomplete or broken (missing part or all of the link’s dynamic invoice ID). This splitting can happen if the text message is over 160 characters and in various combinations of phone sender, carrier, and cellular device. You can access the full URL that you were sending by logging into your Weave Admin portal > Payments > Invoice History > Links. You can also open the URL from the message history in the Weave app, open the link in a browser window, and copy and paste that in a separate text message.
Inactive Stripe "Payments" Status Aw Shucks! Sorry for the inconvenience. We know you want to pay your bill but there was an error. Please contact the sender so they can resolve it. The Stripe account being used has an Inactive Payments status which means credit card transactions cannot be processed until the account’s Payment status is Active. Follow the instructions listed here to ensure your Stripe account is fully activated for processing.
Successfully Paid Payment Link Hmmmm... A payment has already been made using this link. To make another payment, please request a new link. A payment has been made using the link. Payment links can only be used once and then they are deactivated. Because the link has been deactivated, you will need to create a new payment request for your customer and send the new link to them.
Expired Payment Link Shoot! Shoot! This link has expired. To make a payment, please request a new link. Payment links are active for 90 days after creation. After 90 days links expire and are unable to be used. Because the link has expired, you will need to create a new payment request for your customer and send the new link to them.

 

Credit Card Decline Codes

There are many reasons why a card can fail or be declined. If your customer’s card issuer declines a payment, we share as much information about the decline as we can. In some cases, card issuers also provide helpful explanations, such as the card number or expiration date being incorrect, or that the customer does not have enough funds available to make the payment.

Unfortunately, most declines are categorized by the card issuer as “generic” so it’s not always possible to know exactly why a payment was declined. If all of the card information seems correct, it is best to have your customer contact their card issuer and ask for more information.

For privacy and security, card issuers can only discuss the specifics of a declined payment with their cardholders–they cannot discuss this with the merchant, or even with Weave or Stripe.

Credit card decline codes are determined by Stripe. Click the button below to view Stripe's decline codes, description, and troubleshooting steps.

View Stripe Decline Codes

Note: If multiple patient or customer HSA/FSA cards are getting declined, please contact our Weave Payments Team to have them evaluate your Merchant Category Code (MCC) associated with your Stripe Account.

 

Payment Notifications

If your payment notifications are not getting delivered to your email address, there are a few things you can try to troubleshoot:

  1. Check your junk or spam email folders to see if your payment notifications were delivered there

  2. Whitelist Weave Payments FROM email address: noreply@mail.sg.getweave.com

  3. Ensure the email address you want to receive payment notifications is what we have in our system by following these steps here

Terminal Troubleshooting

If you are having trouble connecting your terminal,  follow Stripe’s Troubleshooting recommendations for the Verifone P400 or the WisePOS E.
 
WisePOS EVerifone P400

Check Connectivity

If you're having trouble connecting your WisePOS E to the Wifi network, go to Settings and then Wi-Fi settings to see all available networks. 

  • Make sure the network is connected and has internet access.
  • The signal strength is good.
  • The device has an IP address assigned.
  • The subnet matches the one that your application is connected to.

Problems Updating

If your reader doesn’t update, it’s possible that it can’t connect to Stripe. To check its connectivity to Stripe, go to Settings and select Diagnostics to see a list of troubleshooting tests. Check Stripe connectivity and ensure it says “Passed.” If the Stripe connectivity test fails, please follow these steps.

 

 

Whitelist Stripe Domains

If you are having trouble getting the Stripe library to load on your Weave application or your terminal, please whitelist the following Stripe domains. You may need your business’ IT partner to help do this:

  • api.stripe.com

  • checkout.stripe.com

  • js.stripe.com

  • m.stripe.com

  • q.stripe.com

  • armada.stripe.com

  • files.stripe.com

  • gator.stripe.com

  • *.device.stripe-terminal-local-reader.net

Was this article helpful?
1 out of 5 found this helpful