Payment Page is meant to be extremely easy to use. However, as with any software, bugs or conflicts can arise. This guide is meant to give you a thorough overview of everything you can attempt to resolve issues you might have when using the plugin.
Troubleshooting Steps#
If you encounter any errors, please kindly follow the steps below:
- Ensure you're using the latest versions of A) the Payment Page plugin, B) all integrated plugins (E.g. - Elementor), and C) WordPress. Before updating, you should always have a backup of your site available.
- Ensure you have an SSL security certificate set up properly for your site. The plugin requires secure connections to 3rd party payment gateways, like Stripe and PayPal, as well as to our API and our website to be able to import our notifications or the latest templates.
- Clear the cache at all levels to ensure you're seeing the latest version of your site (possible caching may include server-side, website via caching plugins, CDN (e.g. - Cloudflare), and browser caching. All 4 levels are relevant and can have a big impact on what you're seeing when visiting your site.
If the issues continue, more aggressive steps include:
- Temporarily disable all caching on the website, including server-side caching, any caching plugins, and clearing your browser cache or using an incognito window. Disable or Pause your CDN completely on the site. Then, follow step #2.
- Temporarily disable all other plugins, except the required ones (e.g. - Elementor), and activate a default WordPress theme. If that resolves the issue, reactivate the plugins and desired theme one-by-one and run a test each time. Once you discover the conflicting plugin or theme, contact support and report the conflict so we can investigate it further and see if we need to release a fix or contact the other team to request a fix in their plugin.
If the issues persist, please open a support ticket by following the instructions below.
Opening a Support Ticket#
Open a support request through the Payment Page support form. Include enough detail for the team to reproduce the problem; do not include passwords, API keys, webhook secrets, payment data, or customer personal data in the message.
When opening a support ticket, include the relevant diagnostic details below so the team can reproduce the problem:
- Please be sure you've attempted all of the steps above that you possibly can. As a WordPresser for 10+ years and the Founder of Payment Page, I can let you know from personal experience that these Troubleshooting Steps generally resolve 99% of issues and are the most efficient way to a solution. Therefore, all of these items should be ruled out completely before involving our team. [Required]
- Record a video explaining how to reproduce the issue or take a screenshot along with a detailed written explanation of how to reproduce the issue. [Required]
- Share the URL of the page with the issue. [Required]
- Confirm the:
- PHP Version
- WordPress Version
- Payment Page Version
- Elementor Version
- If support determines that site access is necessary, create a short-lived temporary login with only the permissions needed for the investigation. Send it only through the access method the support team provides; never place credentials in a public issue, screenshot, or documentation comment. [Optional]
- Make a current backup before granting temporary access, and revoke the temporary login as soon as the investigation is complete. [Required if temporary access is provided]