Payments troubleshooting

Pay by card isn't showing at checkout

• Open Settings → Payments. The badge must say Active. If it says Not set up, In review or Action needed, see Taking card payments with Stripe.
• Opening Settings → Payments also checks your status with Stripe straight away, so if Stripe has just approved you, open it once and then reload your checkout.
• Card payments are for UK stores. A store outside the UK sees "Available for UK stores" instead.

Klarna or Clearpay isn't showing

• Card payments must be Active first.
• In Settings → Payments → Buy Now, Pay Later, the provider must say Active, and Offer Buy Now, Pay Later (Klarna, Clearpay) must be on. Pending review means Stripe hasn't decided yet.
• The order may be outside that provider's minimum or maximum amount, in which case Stripe doesn't offer it.
• Pay later is part of the shop checkout, not the food ordering checkout.

Apple Pay or Google Pay isn't showing

• Card payments must be Active.
• The customer's device and browser must have the wallet set up. Apple Pay only appears on Apple devices with Apple Pay; Stripe decides which wallets to show to each customer.
• Each web address your store uses has to be registered with Stripe for wallets. Comrc does this for you when your store becomes able to take cards and when you connect a custom domain, and checks again every week. If you've just connected a domain, give it a little time.

A payout is late or missing

• Check Payouts in Settings → Payments for the payout's status and the date it arrives.
• Look for an email saying payouts are paused. If there is one, press Continue setup in Settings → Payments and send what Stripe asks for.
• A Failed payout usually means a problem with the bank account. Check your bank details in your Stripe Dashboard.
• Payout timing is set by Stripe. Your Stripe Dashboard shows your schedule, and Stripe support can help with a specific payout.

A customer says they were charged twice

• Search Orders for the customer. If there are two paid orders and they only meant to place one, cancel the extra one: a paid card order is refunded in full automatically when you cancel it.
• If there is only one paid order, look up the customer's payments in your Stripe Dashboard. Comrc confirms each order's payment with Stripe and won't mark it paid twice.
• If they paid for an order that was then cancelled as unpaid, Comrc has already refunded it. The order shows the refund.

I can't see Payments in the console

Payments needs the Payments & payouts permission. Ask the store owner to check your role in Settings → Staff and permissions.