# Payments troubleshooting

> What to check when Stripe won't connect, the Stripe dashboard looks limited, a sale doesn't show, a webhook errors, or Shopify products don't appear.

Last updated: October 16, 2026

Source: https://www.willo.ai/docs/troubleshooting/payments

Start by asking Willo in chat "Is Stripe connected?" or "Is Shopify connected?". It checks the live status each time, so ask again after any step you take on Stripe's or Shopify's site.

## Stripe

### Willo asks me to upgrade before setting up

Stripe payments need Starter or higher. On Free, **Business → Revenue** asks you to upgrade, and the Stripe card under **Settings → Connections** says **On paid plans**. An owner or admin upgrades under Plans & Credits; then **Setup Payments** appears.

### My Stripe dashboard looks limited

That is an **Express** account, the kind **Create a new Stripe account** makes. Its dashboard shows balance and payouts only, by design. Your products, revenue and customers are in Willo: ask in chat, or open **Business → Revenue**. See [How Stripe Connect works](https://www.willo.ai/docs/payments/stripe-connect#two-kinds-of-account).

### It still says Pending verification

Stripe is reviewing the account. New accounts can take minutes, or longer when Stripe asks for documents. Check your email from Stripe and finish anything it asks for on Stripe's site. If you want to start over, **Cancel this setup and start over** is on the Stripe card under **Settings → Connections**.

### Stripe isn't available where I am

Willo's payments run on Stripe only, and Stripe doesn't operate in every country; Stripe's own site lists where it does. Where Stripe isn't available, Willo can't take payments on your site directly, but it can still run your site, content, member accounts and email, and place a payment link you already have from another provider on a page. For anything beyond that, contact support.

### I already connected Stripe but Willo says I haven't

Ask again: "Is Stripe connected?". Willo re-checks each time. If it still says no, open **Settings → Connections** and look at the **Stripe Connect** card's badge.

### Did my sale go through?

Ask "Show me this week's revenue" or "Did sam@example.com pay?". Willo reads your Stripe account directly. Only owners and admins can see revenue and customers.

### A customer paid but didn't get what they bought

Confirm the payment first. If it went through, the payment side worked and the problem is delivery: the download, the email or the account access. Ask Willo to look at that. See [Deliver what was bought](https://www.willo.ai/docs/payments/sell-something-with-stripe#4-deliver-what-was-bought).

### A webhook in my Stripe dashboard is failing

Willo never adds webhooks to your Stripe account, so an endpoint there was added by you or built on your backend at your request. Ask Willo to check the edge function it points to; a failing signature check is usually a wrong or missing webhook secret. No traffic in your logs doesn't mean it is healthy: it can mean the events never arrived.

### I need a price that changes per order

A Willo product has one fixed price. See [Prices a fixed product can't express](https://www.willo.ai/docs/payments/stripe-connect#prices-a-fixed-product-cant-express).

### Should I open a second Stripe account?

No. Keep one account per business, connected through Willo. The one switch Willo supports is replacing an Express account with your own Standard account, for per-order pricing. Never paste a live Stripe secret key into chat.

## Shopify

| What you see | Why | What to do |
| --- | --- | --- |
| A new product isn't on the site yet | The next catalog check hasn't run. | Wait up to 15 minutes, or click **Rebuild site**. |
| A deleted product is still on the site | Deletions can't be detected. | Click **Rebuild site**. |
| **Rebuild site** refuses | It ran less than 5 minutes ago. | Wait a few minutes and click again. |
| "Could not reach your Shopify store" | The shop domain is mistyped. | Use the domain ending in `.myshopify.com`. |
| "Your token didn't authenticate" | An Admin API token, or a Shopify plan without the Storefront API. | Use the Storefront token from the Headless channel, on Basic or higher. |
| **Token may have been rotated** | Willo's daily check found the token no longer works. | Disconnect, create a new token in the Headless channel, connect again. |
| "This business is already connected to…" | A different shop is connected. | Disconnect it first, then connect the new one. |
| A buyer's cart is empty when they come back | Shopify expired the cart. | The cart rebuilds from what was in it; discount codes need entering again. |

### Willo says it can't add or change a product

Products, prices, stock, discounts and the checkout page are managed in your Shopify admin. Willo reads the catalog and builds the storefront. See [What stays in Shopify](https://www.willo.ai/docs/payments/run-a-headless-shopify-store#what-stays-in-shopify).

### Where are my orders?

In your Shopify admin. Willo doesn't receive Shopify orders.

## Still stuck

Use the **?** menu in the dashboard, or email support@willo.ai with the business's name and what you were trying to sell.