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`
- Their plan hides services: set `Services Page` to `Visible` in `Custom 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 dashboard` and the `Customer` tab do not show `Services`. Use `View as customer`
- The person is a team member: only the customer's own login sees `Services`
Problems in the service editor
| 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` |
Messages your customer might see
| 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 |