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:
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:
Manual Access Grant:
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:
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
How to Clear Browser Cache
Checking Browser Console for Errors
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
Still have questions? Check our comprehensive FAQ:
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