Payment fails

If a customer reports "I can't pay" or you see orders stuck in FAILED, below are the most common causes.

1. Session status

Dashboard → Orders → select order — the status field can be:

Status	Meaning	Action
`PENDING`	Customer hasn't completed yet	Wait or send recovery from your store
`PENDING_PAYMENT`	COD order or awaiting payment	For COD wait for delivery; otherwise see below
`COMPLETED`	Payment OK, order created	Nothing to do
`FAILED`	Payment rejected	See causes
`REFUNDED`	Refunded	Historic
`EXPIRED`	Session expired unpaid	Automatic cron sweep, ok

2. Status stuck after Whop confirmation

If Whop shows "Paid" on its dashboard but WooshPayment stays PENDING for more than a few minutes, the Whop webhook probably didn't arrive or has an invalid signature.

Possible causes:

Whop webhook not configured to https://api.wooshpayment.com/webhooks/whop/payment-update
Wrong HMAC secret (signature rejected)
Whop had a rare missed delivery

Manual fix:

For now the merchant doesn't have a direct "Force sync" button. The safest way:

Verify in the Whop dashboard that the payment is actually Paid
Open a ticket at noreply@wooshpayment.com with session token + Whop payment id
WooshPayment staff can run POST /api/checkout/merchant/orders/:token/backfill-status to re-sync the status

Roadmap: merchant-facing "Verify payment" button.

3. FAILED — common causes

Card declined by the bank

Symptom: customer sees "Payment declined" on the Whop iframe. Causes: card limits exceeded, insufficient funds, bank block on foreign-currency purchase, expired card. Solution: customer tries another card or contacts their bank.

3D-Secure cancelled

Symptom: customer sees the 3D-Secure screen (SMS code or banking app), then clicks "Cancel". Solution: customer refreshes and retries, completes 3DS.

Address mismatch / antifraud

Symptom: Whop's antifraud blocks for inconsistency between card country and shipping address. Solution: customer uses the same country as the card-issuing country for the billing address.

Apple Pay not working

Symptom: the Apple Pay button shows but clicking does nothing, or a generic error. Common causes:

Checkout domain not registered on Whop Apple Pay (see Setup Apple Pay)
Card in the customer's Wallet not supported by Whop
Customer didn't select a card in the Wallet

Solution: customer pays with a manually entered card; you verify the domain registration on your Whop.

401 error connecting Whop

Symptom: dashboard shows "Invalid Whop API key" when you go to Integrations. Cause: the API key was generated with the Admin role instead of Owner. Whop /v5/company rejects with 401 "does not have permission to access this route". Solution: regenerate the API key with the Owner role, reconnect on WooshPayment. See Setup Whop.

"Whop took too long to respond"

Symptom: Whop connect attempt returns WHOP_TIMEOUT (504). Cause: 6s timeout on our side to avoid blocking the serverless function. Solution: retry. Almost always transient.

4. Customer pays but order not in Shopify/Woo

Symptom: WooshPayment shows COMPLETED, Shopify Admin doesn't see the order.

Causes:

Shopify accessToken revoked/expired
write_orders scope removed by a partial re-install
WooCommerce REST API quota exceeded

Solution:

Dashboard → Settings → Shopify connection (or WooCommerce) → check connection status
If "Not connected" → restart Shopify OAuth from Settings
For orders already COMPLETED but without shopifyOrderId, write to us for manual backfill

5. Browser issues on the customer side

Customer symptom	Possible cause	Fix
"The checkout page doesn't load"	Subdomain DNS not yet propagated (new merchant)	Wait 5-30 min, reload
"I see a CORS error in console"	Rare bug on our side	Contact support
"White screen after pay"	JS blocked by extreme AdBlock	Customer disables AdBlock
"Charged but no product received"	Webhook didn't arrive	See section 2

6. Logs

Internally, application logs (Pino) have 90-day retention. For specific debugging write to us with session token / order id and we'll provide info from the logs.

7. When to contact us

Send email to noreply@wooshpayment.com with:

Session token / Order ID
Whop payment ID if available
Customer email
Screenshot of the error message
What you've already tried

We respond within 24h business hours.

Quick symptom → fix table

Symptom	Merchant-side fix
"The checkout page doesn't load"	Wait for subdomain DNS propagation
"Card declined"	Customer tries another card or pays with Apple Pay
"Apple Pay button missing"	Verify domain registration on your Whop
"Charged but no product received"	Verify Whop webhook configured to `api.wooshpayment.com/webhooks/whop/payment-update`
"Whop says paid but WooshPayment doesn't"	Missing webhook / invalid signature — contact us for backfill
"Cannot connect to Whop API"	API key with Admin role instead of Owner — regenerate