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Home › Help & Docs › Troubleshooting › Payments are not working
Troubleshooting

Payments are not working

When in-chat payments do not complete, the cause is usually the gateway connection or the flow around it.

Common causes

The gateway is not connected or its keys are wrong. The payment link step failed because an amount or detail was missing. The payment-received trigger is not wired, so nothing happens after payment. Or the customer abandoned the payment.

Fix it

1
Reconnect the payment gateway and check its API keys.
2
Confirm the flow passes a valid amount and required details to the payment step.
3
Wire the payment received trigger to the follow-up flow, for example issuing the order.
4
Add a payment failed branch to prompt the customer to retry.
Close the loop

A complete payment flow has both a received and a failed path. Without them, a customer who pays, or fails to, sees nothing happen next.

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