Payment not confirmed
A buyer says they paid, but the order stays pending, or they never got their file (Pro).
1. Check the webhook activity log
In Payment Settings, open Recent Webhook Activity. Every event a gateway sends is logged with its result. This tells you which of the next cases you are in.
2. Nothing in the log
The gateway is not reaching your site.
- Register the webhook address from your Payment Settings in the gateway’s dashboard, exactly as shown.
- Your site must be reachable over HTTPS from the internet (a local or password-protected staging site cannot receive webhooks).
- Security plugins, firewalls and “maintenance mode” pages can block the request. Allow-list the gateway.
3. A failed entry mentioning a signature
The key or secret does not match. Re-enter it. For Stripe, paste the Signing Secret for that exact endpoint (test and live endpoints have different secrets). Make sure you are using test keys with test payments and live keys with live payments.
4. Success in the log, but the buyer got nothing
- Check Email Logs for the payment email; if it failed, fix SMTP and resend from Orders.
- Ask the buyer to check spam.
- Confirm the file’s download expiry and limit are not set too low.
5. The buyer saw the pending screen
If confirmation took longer than about 60 seconds they saw the timeout message. The order still completes when the webhook arrives. Tell them to watch for the email.
6. Currency or amount problems
A gateway can refuse a currency it does not support. Check that your default currency is supported by the gateway. See Defaults and currency.
Contacting support
Send the order number, the gateway, and the relevant webhook log line. See Payment webhooks.