--- title: "Jovvie plugin account connection problems" description: "Fix problems connecting a Jovvie plugin to your Jovvie account, including blocked connection windows and invalid keys." url: https://docs.jovvie.com/troubleshooting/account-connection/ section: "Troubleshooting" last_updated: 2026-10-26 --- # Jovvie plugin account connection problems Section: Troubleshooting > Fix problems connecting a Jovvie plugin to your Jovvie account, including blocked connection windows and invalid keys. If a Jovvie plugin will not connect to your Jovvie account, this page helps you find the message you see and fix it. Connecting a plugin opens a connection window, and most problems happen in that window or on the plugin’s settings screen afterward. Only a WordPress administrator can connect a plugin. Sign in to WordPress as an administrator before you start. ## Connection window ### Nothing happens when you click the connect button **Symptom:** You click **Connect with Jovvie Payments** (WooCommerce, Gravity Forms, or GiveWP) or **Connect Automatically with Jovvie** (Event Tickets), and no window opens. **Cause:** Your browser blocked the connection window as a popup. **Fix:** 1. Allow popups for your WordPress site in your browser settings. 2. Reload the settings page. 3. Click the connect button again. ### **“Popup blocked”** **Symptom:** You try to connect Jovvie Point of Sale for WooCommerce to your Jovvie account and see **Popup blocked** with the message **Your browser blocked the connection window. Allow popups for this site in your browser settings and try again.** **Cause:** Your browser blocked the connection window. **Fix:** 1. Allow popups for your WordPress site in your browser settings. 2. Click **Retry connection**. For the full connection steps, see [Install Point of Sale for WooCommerce and connect](https://docs.jovvie.com/point-of-sale/woocommerce/install-and-connect/). ### Message starting with **“Failed to validate”** **Symptom:** At the end of the connection steps, the connection window shows a message starting with **Failed to validate**, for example **Failed to validate keys.** In Gravity Forms, the message is **Could not validate the returned keys.** **Cause:** Your WordPress site received the connection details but could not confirm them with Jovvie. This can happen when: - You are not signed in to WordPress as an administrator. - Your WordPress session expired while the connection window was open. - Your site could not reach Jovvie at that moment. **Fix:** 1. Close the connection window. 2. Check that you are signed in to WordPress as an administrator. 3. Reload the plugin’s settings page. 4. Start the connection again. If the message continues, contact support. ### Message starting with **“Unable to connect.”** **Symptom:** At the end of the connection steps, the connection window shows a message starting with **Unable to connect.** **Cause:** The connection window could not save the connection details to your WordPress site. A network problem, or a security or firewall plugin on your site, may have blocked the request. **Fix:** 1. Close the connection window. 2. Check that this device is connected to the internet. 3. Reload the plugin’s settings page. 4. Start the connection again. If the message continues, ask the person who manages your website whether a security or firewall plugin is blocking requests from WordPress settings pages. Then contact support. ### The connection window closed, but the plugin is not connected **Symptom:** You finished the steps in the connection window, but the settings page does not show **Connected**. **Cause:** The window was closed before the connection finished, or the settings page did not reload. After a successful connection, the window closes by itself after a few seconds and the settings page reloads. **Fix:** 1. Reload the plugin’s settings page. 2. If the status still does not show **Connected**, start the connection again and wait for the window to close by itself. ## WooCommerce connection status The connection status appears in **WooCommerce** > **Settings** > **Payments** > **Jovvie Payments** > **Account Management**, next to **Connection status**. ### The status does not show **Connected** **Symptom:** Instead of **Connected**, **Connection status** shows the **Connect with Jovvie Payments** button. **Cause:** The plugin has no keys saved (keys are codes that link the plugin to your Jovvie account), or the saved keys could not be confirmed with Jovvie. Your site may also have been unable to reach Jovvie at that moment. **Fix:** 1. Reload the settings page. 2. If the button still shows, click **Connect with Jovvie Payments**. 3. Follow the steps in the connection window. 4. Check that the status shows **Connected**. For more about connecting, see [Install and connect Jovvie Checkout for WooCommerce](https://docs.jovvie.com/checkout/woocommerce/install-and-connect/). ## Gravity Forms connection status The connection status appears in **Forms** > **Settings** > **Jovvie Payments**, in the **Jovvie Payments Account** group, next to **Connection Status**. ### The status does not show **Connected** **Symptom:** Instead of **Connected**, **Connection Status** shows the **Connect with Jovvie Payments** button. **Cause:** The add-on has no keys saved, or the saved keys could not be confirmed with Jovvie. Your site may also have been unable to reach Jovvie at that moment. **Fix:** 1. Reload the settings page. 2. If the button still shows, click **Connect with Jovvie Payments**. 3. Follow the steps in the connection window. 4. Check that the status shows **Connected**. For more about connecting, see [Install and connect Jovvie Checkout for Gravity Forms](https://docs.jovvie.com/checkout/gravity-forms/install-and-connect/). ## GiveWP connection status The connection status appears in **Donations** > **Settings** > **Payment Gateways** > **Jovvie Payments** > **Account Management**, next to **Connection Status (live)** or **Connection Status (test)**, depending on GiveWP’s test mode. ### **“Not Connected: Invalid keys”** **Symptom:** The connection status shows **Not Connected: Invalid keys**. **Cause:** The keys saved in **Public Key** and **Secret Key** were rejected by Jovvie. This happens when the keys were typed incorrectly, or when they were changed or removed in your Jovvie account after the plugin was connected. **Fix:** Contact [Jovvie support](https://jovvie.com/support/). Leave **Public Key** and **Secret Key** unchanged unless support asks you to change them. For more about connecting, see [Install and connect Jovvie Checkout for GiveWP](https://docs.jovvie.com/checkout/givewp/install-and-connect/). ### **“Not Connected: Something went wrong”** **Symptom:** The connection status shows **Not Connected: Something went wrong**. **Cause:** The plugin could not check the connection with Jovvie. Your site may not have been able to reach Jovvie at that moment. **Fix:** 1. Wait a few minutes. 2. Reload the settings page. 3. If the status still shows this message, contact support. ## Event Tickets connection status The connection status appears in **Tickets** > **Settings** > **Payments**, in the **Jovvie** section. ### The status does not show **Connected** **Symptom:** Instead of **Status:** **Connected**, the **Jovvie** section shows the **Connect Automatically with Jovvie** button and **Or connect manually:**. **Cause:** The plugin has no keys saved, or the saved keys could not be confirmed with Jovvie. **Fix:** 1. Click **Connect Automatically with Jovvie**. 2. Follow the steps in the connection window. 3. Check that the status shows **Connected**. For more about connecting, see [Install and connect Jovvie Checkout for Event Tickets](https://docs.jovvie.com/checkout/the-events-calendar/install-and-connect/). ## Browser connection ### **“Failed to connect browser”** **Symptom:** You select **Connect this browser** in the plugin’s **Payment Connect** settings, save, and see this message. **Cause:** The plugin could not set up the browser connection. The plugin may not be connected to your Jovvie account, or your site could not reach Jovvie at that moment. **Fix:** 1. Check that the plugin’s connection status shows **Connected**. If it does not, fix the connection first using the entries on this page. 2. Try connecting the browser again, as described in [Use Checkout on a shared or kiosk device](https://docs.jovvie.com/checkout/connect-a-browser/). In Gravity Forms, this message does not appear. If you save with **Connect this browser** selected and stay on the settings page instead of going to the Jovvie page, follow the same steps. ## Point of Sale If the Point of Sale shows **Connection to Stripe failed. Go to POS > Settings > Stripe Connect.**, or rejects your NMI keys, see [Card reader payment problems](https://docs.jovvie.com/point-of-sale/troubleshooting/card-readers/). ## Still need help? When you contact support, tell them which plugin you were connecting, the message you saw, and the time it happened. Never send your keys or passwords by email or chat. Contact [Jovvie support](https://jovvie.com/support/).