If your customer has received an error message on your checkout page, refer to this guide for more information.
In this article:
What does a coupon error message look like?
A message box will appear if an error occurs when a customer attempts to complete a purchase while using a coupon on your checkout page. Your customer will not be able to complete the purchase until the error is resolved.
Example:
Common checkout error messages
The following is a list of the checkout error messages you may encounter. Click to learn more about each error:
- Checkout Error: "This account cannot currently make live charges"
- Checkout Error: "Compliance Violation"
- Checkout Error: "Your postal code is incomplete"
- Checkout Error: "Your card is not supported for this currency"
- Checkout Error: "Oops! It looks like something went wrong. Please try again."
- Checkout Error: "An unexpected error occurred"
- Checkout Error: "Payments are paused on this site. Contact site owner for assistance."
Checkout Error: "This account cannot currently make live charges"
This message indicates there is an unresolved issue in the Stripe account that is connected to your Kajabi account. A common example of an unresolved issue in Stripe is having an inactive account, which can be activated by updating your bank or business information.
To activate your Stripe account:
- Sign in to the Stripe account connected to your Kajabi account.
- Click Activate your account from your Stripe dashboard.
- Ensure that you have entered all required bank and business information.
If you are still having trouble, we recommend reaching out to Stripe’s Support Team to confirm:
- The Stripe account is set to Live mode.
- The Stripe account can accept payments.
- The Stripe account is active and not suspended.
Stripe’s Support Team will also be able to assist with stripe payment questions.
Checkout Error: "Compliance Violation"
This message indicates there may be an unresolved issue in your customer’s PayPal account. For example, your customer may have a credit card attached to their PayPal account that needs to be updated. Encourage your customer to reach out to PayPal’s Support Team for further account assistance.
Checkout Error: "Your postal code is incomplete"
This message can occur for users outside of the United States or Canada if the zip code is unrecognized or not required. Encourage your customer to leave the zip code blank if they are having issues.
Checkout Error: "Your card is not supported for this currency"
This message indicates that your customer’s credit card is not able to make international payments. Advise your customer to contact their bank for further assistance.
Checkout Error: "Oops! It looks like something went wrong. Please try again."
This message can occur for a variety of reasons, such as:
- Country-specific regulations.
- The customer’s credit card brand is not supported by Stripe.
- The customer’s currency is not supported by Stripe.
Ensure that your customer’s currency and credit card brand are supported by Stripe:
Checkout Error: "An unexpected error occurred"
This message can occur if your checkout page is not secure (i.e. showing HTTPS in the address bar).
Click here to learn how to troubleshoot an unsecured site.
This message can occur if your customer has not entered their credit card information correctly. Encourage your customer to verify the accuracy of the credit card information they have entered.
Checkout Error: "Payments are paused on this site. Contact site owner for assistance."
This message can occur if you're using Kajabi Payments and your account has lost the ability to accept payments - most commonly due to missing business documentation.
Still have questions? Let us know your question below to have it added to the list or reach out to Support if you need additional assistance. Thanks for being the best part of Kajabi!