Most problems with services come down to visibility rules, Stripe settings, or checking from the wrong login. Work through the section that matches what you see.
A customer cannot see the Services menu or page
#No service is live yet: open the service and check the badge says Live. Turn on Show to customers and click Save changes
Steps and details
- Their plan hides services: set
Services PagetoVisibleinCustom Plans -> Features & Options -> General -> Services Access, or on the customer's own plan options - Stripe is disconnected: Stripe checkout services are hidden until you reconnect at
Business -> Billing & Revenue -> Connect Stripe - You are checking from your agency account:
Open dashboardand theCustomertab do not showServices. UseView as customer - The person is a team member: only the customer's own login sees
Services
Problems in the service editor
#Steps and details · includes a table
| You see | Fix |
|---|---|
Stripe checkout is greyed out | Connect Stripe at Business -> Billing & Revenue -> Connect Stripe |
You already have a product with this name. | Product names are unique across all Custom Products. Choose another name |
Paste the Stripe price ID. It starts with price_ or Stripe price IDs start with price_ (not prod_). | Copy the price ID from the price in Stripe, not the product ID |
No price with this ID was found in your connected Stripe account. | The price is in a different Stripe account, or in test mode while you are live |
This Stripe price is archived. Use an active price. | Unarchive the price in Stripe or use another one |
Use a Stripe price with a fixed amount (tiered and customer-chosen prices are not supported). | Create a standard fixed-amount price in Stripe |
Use a Stripe price billed every month or every year. | Weekly, daily, every-3-months, and usage-based prices are not supported |
This price belongs to one of your custom plans. Create a separate price for the service. | Create a new price for the service, or enter a Price and let the platform create it |
Enter a full link starting with https:// | Paste the full URL including https:// |
Complete the items listed below before showing this service to customers. | Fix everything in the yellow Before customers can see this service box, then save again |
Some of your plans are billed in another currency | Customers on those plans cannot buy this service. See the currency section in Selling Monthly and Yearly Add-Ons as Services |
You see · Fix
Stripe checkoutis greyed out- Connect Stripe at
Business -> Billing & Revenue -> Connect Stripe You already have a product with this name.- Product names are unique across all Custom Products. Choose another name
Paste the Stripe price ID. It starts with price_orStripe price IDs start with price_ (not prod_).- Copy the price ID from the price in Stripe, not the product ID
No price with this ID was found in your connected Stripe account.- The price is in a different Stripe account, or in test mode while you are live
This Stripe price is archived. Use an active price.- Unarchive the price in Stripe or use another one
Use a Stripe price with a fixed amount (tiered and customer-chosen prices are not supported).- Create a standard fixed-amount price in Stripe
Use a Stripe price billed every month or every year.- Weekly, daily, every-3-months, and usage-based prices are not supported
This price belongs to one of your custom plans. Create a separate price for the service.- Create a new price for the service, or enter a
Priceand let the platform create it Enter a full link starting with https://- Paste the full URL including
https:// Complete the items listed below before showing this service to customers.- Fix everything in the yellow
Before customers can see this servicebox, then save again Some of your plans are billed inanother currency- Customers on those plans cannot buy this service. See the currency section in
Selling Monthly and Yearly Add-Ons as Services
Messages your customer might see
#Steps and details · includes a table
| Customer sees | Why | Fix |
|---|---|---|
You already have an active subscription to the service | Stripe already has a live subscription for that service, including past due or one still processing | They use Manage billing to review it. Cancel it in Stripe if it should not exist |
This service is priced in a different currency from your current subscription. | Their existing Stripe subscription is in another currency | Offer a price in their currency with Use an existing Stripe price ID |
This service is no longer available. | The service was hidden, deleted, or switched to a link after the page loaded | Refresh the page |
Checkout could not be started. | Usually the Stripe price was archived, the customer was deleted in Stripe, or Stripe was disconnected | Check the price and customer in Stripe, then re-save the service |
Your payment is being processed. | They paid with a method that takes days to confirm, such as SEPA Direct Debit | Nothing to do. The order appears once the payment succeeds |
We could not confirm your payment yet. | Stripe had not confirmed the payment when they returned | Check Orders a few minutes later |