Troubleshooting

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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

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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

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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

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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:

1

Deploy a course

1. Navigate to Courses section

2. Find your course

3. Click "Deploy" button

4. Confirm deployment

5. Return to Monetization page

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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

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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

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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

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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

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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

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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

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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:

1

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

Manual Access Grant:

1

Grant access manually

1. Find learner in Users

2. Click "Grant Access"

3. Select the course

4. Choose the plan level

5. Confirm grant

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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

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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:

1

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

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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

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General Troubleshooting

First Steps for Any Issue

1

Try a basic refresh

• Refresh the page — simple but often effective

2

Clear cache

• Clear browser cache to resolve display issues (see browser-specific steps below)

3

Use another browser

• Try a different browser to rule out browser-specific problems

4

Check connection

• Ensure stable internet connection

5

Reset session

• Log out and back in to reset your session

6

Wait briefly

• Wait a few minutes — some processes take time

7

Inspect errors

• Check for error messages and read them carefully

How to Clear Browser Cache

1

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"

2

Firefox

1. Press Ctrl+Shift+Delete (Cmd+Shift+Delete on Mac)

2. Select "Cache"

3. Click "Clear Now"

3

Safari

1. Go to Safari → Preferences

2. Advanced tab

3. Check "Show Develop menu"

4. Develop → Empty Caches

Checking Browser Console for Errors

1

Open the console

1. Press F12 (or Cmd+Option+I on Mac)

2. Click "Console" tab

2

Look for errors

• Look for red error messages

• Take a screenshot for support

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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: [email protected]

• In-app support chat

Expected Response Time:

• Critical issues: Within 4 hours

• General support: Within 24 hours

• Account questions: Within 48 hours

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