# Troubleshooting

***

## Stripe Connection Issues

### Problem: "Unable to connect Stripe account"

Solutions:

* Ensure you've completed all required fields in Stripe
* Verify your email address with Stripe
* Check that your country is supported
* Wait 24 hours for verification to complete
* Contact VEGA support if issue persists

Screenshot: Stripe Connection Error Example

Common Causes:

* Incomplete Stripe profile
* Unverified email address
* Unsupported country
* Verification still in progress
* Browser cache issues

***

### Problem: "Stripe account not verified"

Solutions:

* Log into your Stripe dashboard
* Check for pending verification requirements
* Upload any requested documents
* Complete all missing information
* Verification typically takes 1-2 business days

What to Check:

* Identity verification documents
* Business documentation
* Tax information
* Bank account details
* Address verification

Speed Up Verification:

* Submit high-quality document scans
* Ensure all information matches exactly
* Respond quickly to Stripe requests
* Contact Stripe support if delayed

***

### Problem: "Account ID not accepted"

Solutions:

* Copy the full account ID from Stripe
* Ensure there are no extra spaces
* Account ID should start with "acct\_"
* Verify account is fully activated in Stripe
* Try the verification process again

***

## Product Creation Issues

### Problem: "No courses available in dropdown"

Solutions:

* Ensure you have at least one deployed course
* Go to "Courses" and deploy a course if needed
* Refresh the Monetization page
* Check that the course status is "DEPLOYED" not "DRAFT"
* Clear browser cache and try again

Screenshot: Course Deployment Status

How to Deploy a Course:

{% stepper %}
{% step %}

### Deploy a course

1. Navigate to Courses section
2. Find your course
3. Click "Deploy" button
4. Confirm deployment
5. Return to Monetization page
   {% endstep %}
   {% endstepper %}

***

### Problem: "Product not appearing after creation"

Solutions:

* Click the refresh button in the products section
* Ensure you selected the correct course in the dropdown
* Check browser console for errors (F12 key)
* Try logging out and back in
* Clear browser cache
* Wait a few minutes and refresh

If Still Not Appearing:

* Check if product was actually created in Stripe
* Look for error messages
* Contact support with product details

***

### Problem: "Cannot upload product image"

Solutions:

* Check image file size (should be under 5MB)
* Use supported formats: JPG, PNG, or WebP
* Ensure image dimensions are at least 800x600px
* Try compressing the image
* Use a different browser if issue persists

Screenshot: Image Upload Error

Image Requirements:

* Formats: JPG, PNG, WebP
* Size: Under 20MB
* Dimensions: Minimum 800x600px, recommended 1200x630px
* Quality: High resolution, clear, professional

Compression Tools:

* TinyPNG.com
* Squoosh.app
* Compressor.io

***

### Problem: "Form won't submit / Create button not working"

Solutions:

* Check all required fields are filled
* Ensure product name isn't empty
* Verify price is a valid number
* Check that currency is selected
* Look for red error messages on form
* Try disabling browser extensions
* Use a different browser

***

## Pricing Issues

### Problem: "Invalid price amount"

Solutions:

* Enter price in cents (e.g., 9999 for $99.99)
* Must be a positive integer
* No decimal points in the cents field
* Minimum price varies by currency (typically $0.50 USD)
* Maximum price depends on Stripe limits

Correct Price Entry:

* $10.00 → Enter `1000`
* $99.99 → Enter `9999`
* $299.00 → Enter `29900`

Not:

* ❌ 99.99
* ❌ $99
* ❌ 9999.00

***

### Problem: "Subscription setup failed"

Solutions:

* Ensure you selected a valid interval (monthly, yearly)
* Check that interval count is a positive number
* Some currencies don't support subscriptions
* Try creating as one-time purchase first to verify setup
* Check Stripe dashboard for subscription settings

Supported Intervals:

* Daily (not recommended for courses)
* Weekly
* Monthly (most common)
* Every 3 months
* Every 6 months
* Yearly

***

### Problem: "Cannot change pricing"

Solutions:

* Prices for existing products can be updated
* New prices only affect future purchases
* If product is published, changes take effect immediately
* Create new price in Stripe if needed
* Consider creating a new product for major price changes

Important Notes:

* Existing customers keep their original price
* Subscription prices can be updated
* One-time purchase prices only affect new buyers

***

## Purchase & Access Issues

### Problem: "Learner says they can't access course after purchase"

Solutions:

* Verify payment was successful in Stripe dashboard
* Check learner's user profile in Operations → Users
* Confirm course is properly linked to the product
* Manually grant access if needed
* Ask learner to log out and back in
* Check if learner used correct email address

Screenshot: Manual Access Grant Screen

Verification Steps:

{% stepper %}
{% step %}

### Verify learner and subscriptions

1. Go to Operations → Users
2. Search for learner email
3. View their subscriptions
4. Check course access
5. Verify enrollment date
   {% endstep %}
   {% endstepper %}

Manual Access Grant:

{% stepper %}
{% step %}

### Grant access manually

1. Find learner in Users
2. Click "Grant Access"
3. Select the course
4. Choose the plan level
5. Confirm grant
   {% endstep %}
   {% endstepper %}

***

### Problem: "Payment succeeded but no access granted"

Solutions:

* This is rare but can happen due to webhook delays
* Check Stripe webhook logs
* Manually grant access to the learner
* Contact VEGA support with transaction ID
* System will auto-retry webhook processing

What Likely Happened:

* Webhook delay (wait 5-10 minutes)
* Webhook failed (check Stripe logs)
* Network issue (temporary)
* Learner needs to refresh page

Preventing Future Issues:

* Ensure webhooks are properly configured
* Check webhook endpoint is active
* Monitor webhook success rate

***

### Problem: "Refund requested - how to revoke access?"

Solutions:

* Process refund through Stripe dashboard
* Manually revoke access in Operations → Users
* Learner will lose access to course
* Subscription will be cancelled if applicable
* Send confirmation email to learner

Refund Process:

{% stepper %}
{% step %}

### Process refund in Stripe

1. Go to Stripe dashboard
2. Find the transaction
3. Click "Refund"
4. Choose full or partial refund
5. Confirm refund
6. Update VEGA access manually
   {% endstep %}
   {% endstepper %}

***

### Problem: "Learner received access to wrong product"

Solutions:

* Check which product they purchased
* Verify product configuration in VEGA
* Remove incorrect access in Operations → Users
* Grant correct access manually
* Investigate why wrong access was granted
* Contact support if configuration issue

***

## General Troubleshooting

### First Steps for Any Issue

{% stepper %}
{% step %}

### Try a basic refresh

* Refresh the page — simple but often effective
  {% endstep %}

{% step %}

### Clear cache

* Clear browser cache to resolve display issues (see browser-specific steps below)
  {% endstep %}

{% step %}

### Use another browser

* Try a different browser to rule out browser-specific problems
  {% endstep %}

{% step %}

### Check connection

* Ensure stable internet connection
  {% endstep %}

{% step %}

### Reset session

* Log out and back in to reset your session
  {% endstep %}

{% step %}

### Wait briefly

* Wait a few minutes — some processes take time
  {% endstep %}

{% step %}

### Inspect errors

* Check for error messages and read them carefully
  {% endstep %}
  {% endstepper %}

How to Clear Browser Cache

{% stepper %}
{% step %}

### Chrome

1. Press Ctrl+Shift+Delete (Cmd+Shift+Delete on Mac)
2. Select "Cached images and files"
3. Choose "All time"
4. Click "Clear data"
   {% endstep %}

{% step %}

### Firefox

1. Press Ctrl+Shift+Delete (Cmd+Shift+Delete on Mac)
2. Select "Cache"
3. Click "Clear Now"
   {% endstep %}

{% step %}

### Safari

1. Go to Safari → Preferences
2. Advanced tab
3. Check "Show Develop menu"
4. Develop → Empty Caches
   {% endstep %}
   {% endstepper %}

Checking Browser Console for Errors

{% stepper %}
{% step %}

### Open the console

1. Press F12 (or Cmd+Option+I on Mac)
2. Click "Console" tab
   {% endstep %}

{% step %}

### Look for errors

* Look for red error messages
* Take a screenshot for support
  {% endstep %}
  {% endstepper %}

***

### When to Contact Support

Contact VEGA support if:

* Issue persists after trying solutions
* You see consistent error messages
* Money or access is involved
* Issue affects multiple learners
* You need urgent assistance

What to Include:

* Clear description of the problem
* Steps you've already tried
* Screenshots of errors
* Transaction IDs (if applicable)
* Your organization/account details
* Browser and OS information

How to Contact:

* Email: <support@myvega.ai>
* In-app support chat

Expected Response Time:

* Critical issues: Within 4 hours
* General support: Within 24 hours
* Account questions: Within 48 hours

***

Still have questions? Check our comprehensive FAQ:

<details>

<summary>Continue to FAQ</summary>

[Continue to FAQ →](https://docs.myvega.ai/monetization/broken-reference)

</details>