Troubleshooting
Fix Payment Processing Issues
Troubleshoot Stripe and Dwolla payment errors in SuitePortal. Fix declined payments, reconciliation issues, and payment processing problems in your customer portal.
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Common Payment Problems
Payment Declined
Symptoms:
- Customer payment fails
- Error message displayed
Causes:
- Card declined by bank
- Insufficient funds
- Card expired
- Fraud detection
Resolution:
- Customer should try different payment method
- Customer should contact their bank
- Check Stripe dashboard for details
Payment Button Not Showing
Symptoms:
- Pay button missing on invoices
- Customers cannot make payments
Causes:
- Pay extension not enabled
- Stripe not connected
- Invoice not eligible
Resolution:
- Verify Pay extension is enabled
- Check Stripe connection status
- Verify invoice is open (not paid)
Payment Success But Invoice Still Open
Symptoms:
- Payment processed
- Invoice shows unpaid in portal
Causes:
- Sync delay
- Reconciliation pending
- Payment not applied in NetSuite
Resolution:
- Wait for sync (if automatic)
- Run manual sync
- Verify payment recorded
- Complete reconciliation in NetSuite
Refund Not Appearing
Symptoms:
- Refund issued but not showing
- Customer still sees original amount
Causes:
- Refund not synced
- Processing delay
- Refund in wrong state
Resolution:
- Verify refund processed in Stripe
- Check refund sync status
- Wait for data refresh
Prevention
- Test payment flow before launch
- Monitor Stripe dashboard
- Set up payment failure alerts
- Reconcile payments regularly
Fix Missing Data Issues
Troubleshoot missing records in SuitePortal. Find why customers, invoices, or transactions aren't appearing in your NetSuite customer portal.
Fix NetSuite Integration Errors
Resolve NetSuite connection errors, TBA authentication issues, and SuiteBundle problems. Common NetSuite integration troubleshooting for SuitePortal.