Jovvie Checkout payment page errors

If an error appears when you take an in-person payment through Jovvie Checkout, this page helps you find the message you see and fix it. It covers errors on the way to the Jovvie payment page, on the payment page itself, and on the way back to your site. WooCommerce, Gravity Forms, GiveWP, and Event Tickets behave differently, so each has its own section.

For declined cards, see Card declined and payment error messages. For PIN prompts and reader problems, see Reader not showing on the payment page.

Before you charge again

An error after the customer used the reader does not mean the card was not charged. Before you take the payment again, check your Stripe Dashboard. Make sure no payment went through and none is still processing. If you are not sure, contact support first.

Jovvie payment page

“An error occurred. Please try again.”

Symptom: This message appears in a box with Back and Reload buttons. It can appear when the payment page opens, or after you click Process Payment.

Cause: The payment page could not load the payment, or could not finish talking to the reader. A network problem is the most common reason.

Fix:

1. Look at the reader screen to see whether a payment is in progress or went through.
2. Check your Stripe Dashboard for this payment. Look for payments that completed and payments that are still processing.
3. If a payment completed or is still processing, do not charge again. Contact support.
4. If no payment went through, check that this device is connected to the internet.
5. Click Reload.
6. Take the payment again.

Do not click Back until you confirm no payment went through. With GiveWP, Back can mark the donation Abandoned even if the card was charged.

“Payment has already been processed.”

Symptom: You click Process Payment or Pay and see this message.

Cause: This payment is no longer waiting for a card. It may already have gone through, or it may have been cancelled.

Fix:

1. Do not charge the customer again.
2. Check your Stripe Dashboard for this payment.
3. Reload the page in your browser to see the current status of the payment.
4. If the page shows Payment completed, see Payment completed.
5. If the page shows Payment cancelled, see Payment cancelled.

“Payment completed”

Symptom: The payment page shows Payment completed and a Back button, instead of the reader list.

Cause: The customer already paid, but the browser did not go back to your site. For example, the page was reloaded or opened again after the payment.

Fix:

1. Do not charge the customer again.
2. Click Back.

Your site records the payment:

• WooCommerce: you see the order received page. The order moves to Processing when your site receives the payment confirmation from Stripe.
• Gravity Forms: you see the form’s confirmation, and the add-on checks the payment and marks the entry Paid.
• GiveWP: you see the donation receipt, and GiveWP marks the donation Complete.
• Event Tickets: you see the ticket order success page.

“Payment cancelled”

Symptom: The payment page shows Payment cancelled and a Back button.

Cause: This payment was cancelled, for example because someone clicked ← Back on the payment page earlier. You cannot take a payment on a cancelled payment page.

Fix:

1. Check your Stripe Dashboard to make sure no payment for this purchase completed or is still processing.
2. Click Back to return to your site.
3. If no payment went through, start a new order, form entry, donation, or ticket order.

If a payment went through, do not charge again. Contact support.

WooCommerce

With WooCommerce, an order is only marked paid when your site receives the payment confirmation from Stripe. This confirmation is called a webhook, which is an automatic message one system sends to another. See the glossary. The order received page does not complete the order.

“An error occurred while trying to proceed to payment using Jovvie Payments.”

Symptom: You click Place order and the checkout page shows this message. The Jovvie payment page does not open.

Cause: Your site could not create the payment with Jovvie. This can happen when the plugin is not connected to your Jovvie account, or your site could not reach Jovvie at that moment. No card was charged, because the payment page never opened.

Fix:

1. Ask an administrator to check that Connection status shows Connected in WooCommerce > Settings > Payments > Jovvie Payments > Account Management. If it does not, see Account connection problems.
2. Check that this device is connected to the internet.
3. Click Place order again.
4. If the message continues, contact support.

The order received page appears, but the order is Pending payment

Symptom: The customer paid on the reader and you saw the WooCommerce order received page, but the order still shows Pending payment.

Cause: Your site has not received the payment confirmation from Stripe yet. The order received page does not complete the order. If confirmations are not set up for your site, or for the mode you are in, the order stays Pending payment.

Fix:

1. Do not charge the customer again.
2. Check your Stripe Dashboard for this payment. Look for payments that completed and payments that are still processing.
3. Follow the steps in Take an in-person payment for an order.
4. Contact support to confirm that payment confirmations are set up for your site.

“No webhook received for Stripe + Jovvie In-person. Please check your settings.”

Symptom: This notice appears in your WordPress admin.

Cause: Your site did not receive a payment confirmation from Stripe after a payment. Orders paid since then may still show Pending payment.

Fix:

1. Do not charge any customer again because of this notice.
2. In WooCommerce, look for recent Jovvie orders that still show Pending payment.
3. For each one, check your Stripe Dashboard to see whether the payment went through or is still processing.
4. Contact support to confirm that payment confirmations are set up for your site, before you take more payments.

Gravity Forms

With Gravity Forms, problems that stop a payment from starting are written as notes on the form entry. To read them, open the entry in Forms > Entries.

The Jovvie payment page does not open, and the entry note starts with “Jovvie payment not started”

Symptom: You submit the form, but you are not sent to the Jovvie payment page. The entry has the note Jovvie payment not started: the form did not produce a positive payment amount.

Cause: The form’s total was zero or less when it was submitted. Jovvie charges the amount your form produces, so there was nothing to charge. No card was charged, because the payment page never opened.

Fix:

1. Ask an administrator to check that the form has a pricing field that produces an amount greater than zero. See Add Jovvie to a form.
2. Open the form again.
3. Fill it out with the customer’s choices, and check that the total is more than zero.
4. Submit the form.

The entry note starts with “Jovvie Payments is not configured”

Symptom: You submit the form, but you are not sent to the Jovvie payment page. The entry’s payment status is Failed, and its note starts with Jovvie Payments is not configured.

Cause: The Public Key and Secret Key are missing, so the add-on is not connected to your Jovvie account. No card was charged.

Fix:

1. Ask an administrator to connect the add-on. See Install and connect.
2. Check that Connection Status shows Connected.
3. Submit the form again.

The entry note starts with “Jovvie payment could not be created”

Symptom: You submit the form, but you are not sent to the Jovvie payment page. The entry’s payment status is Failed, and its note starts with Jovvie payment could not be created, followed by an error code.

Cause: Jovvie did not accept the request to create the payment, or your site could not reach Jovvie at that moment. The payment page not opening does not prove that no payment started. Before you submit the form again or take payment another way, check your Stripe Dashboard and confirm that no payment went through and none is still processing. If you cannot confirm this, contact Jovvie support.

Fix:

1. Ask an administrator to check that Connection Status shows Connected in Forms > Settings > Jovvie Payments. If it does not, see Account connection problems.
2. Check that this device is connected to the internet.
3. Submit the form again.
4. If it fails again, contact support and tell them the error code from the note.

The confirmation appears, but the entry is still Processing

Symptom: The customer paid and you saw the form’s confirmation, but the entry’s payment status is still Processing.

Cause: The add-on could not confirm the payment with Jovvie when the browser came back to your site. The card may have been charged.

Fix:

1. Do not charge the customer again.
2. Check your Stripe Dashboard for this payment. Look for payments that completed and payments that are still processing.
3. Wait for the hourly check to update the entry. See Take an in-person payment with a form.
4. If the entry does not update, or you are not sure, contact support.

Message starting with “Jovvie Payments: no payment webhook has been received recently.”

Symptom: This notice appears in your WordPress admin. It only appears when Diagnostics is turned on in the add-on settings.

Cause: Your site has not received a payment update from Jovvie for a while after a payment. Your site uses these updates to learn about failed and cancelled payments.

Fix:

1. Do not charge any customer again because of this notice.
2. In Forms > Entries, look for recent entries that still show Processing.
3. For each one, check your Stripe Dashboard to see whether the payment went through or is still processing.
4. Contact support to confirm that payment updates from Jovvie are set up for your site.

GiveWP

With GiveWP, a one-time donation is only marked Complete when the browser comes back to your site after the payment. If the browser does not come back, GiveWP does not find out about the payment on its own.

“Invalid Checkout Error” right after you submit the donation form

Symptom: You select Swipe, Insert or Tap Donations, submit the form, and see Invalid Checkout Error. The Jovvie payment page does not open.

Cause: Your site could not create the payment with Jovvie. This can happen when the plugin is not connected to your Jovvie account, or your site could not reach Jovvie at that moment. No card was charged, because the payment page never opened.

Fix:

1. Ask an administrator to check that the connection status shows Connected in Donations > Settings > Payment Gateways > Jovvie Payments > Account Management. If it does not, see Account connection problems.
2. Check that this device is connected to the internet.
3. Open the donation form again.
4. Submit the donation again.

“Invalid Checkout Error” after the donor paid

Symptom: The donor tapped, inserted, or swiped their card on the reader. Instead of the donation receipt, you see Invalid Checkout Error.

Cause: The payment page sent you back to your site, but GiveWP could not confirm the payment. This can happen when your site could not reach Jovvie at that moment, or when the plugin was reconnected or GiveWP test mode was changed while the payment page was open. The card may have been charged, but the donation stays Pending.

Fix:

1. Do not charge the donor again yet.
2. Check your Stripe Dashboard for this payment. Look for payments that completed and payments that are still processing.
3. If a payment completed or is still processing, do not charge again. Contact support so the payment can be matched to the donation.
4. If no payment went through and none is processing, open the donation form again.
5. Submit a new donation.

The donation shows Pending after the donor paid

Symptom: The donor’s card was charged, but the donation in GiveWP still shows Pending.

Cause: The browser did not come back to your site after the payment. For example, the tab was closed, the device lost its connection, or GiveWP showed Invalid Checkout Error. The donation is not updated later on its own.

Fix:

1. Check your Stripe Dashboard to confirm the payment went through.
2. Do not charge the donor again.
3. Contact support so the payment can be matched to the donation.

To avoid this, stay on the payment page until the donation receipt appears. Do not close the tab or leave the page while the reader is processing.

The donation shows Abandoned after the donor paid

Symptom: The donor’s card was charged, but the donation in GiveWP shows Abandoned with the note Donation canceled by user.

Cause: Someone clicked ← Back or Back on the payment page around the time the donor paid. GiveWP marks the donation Abandoned when you leave the payment page this way, even if the payment went through.

Fix:

1. Check your Stripe Dashboard to confirm the payment went through.
2. Do not charge the donor again.
3. Contact support so the payment can be matched to the donation.

To avoid this, only click ← Back or Back after you confirm the donor has not paid. See Take an in-person donation.

Event Tickets

Event Tickets errors appear on the ticket checkout page, under the Purchase Tickets button. The Jovvie payment page does not open, so no card was charged.

“Invalid request”

Symptom: You click Purchase Tickets and see Invalid request.

Cause: The checkout page is out of date, for example because it was open for a long time, or Jovvie was turned off or disconnected after the page opened.

Fix:

1. Reload the checkout page.
2. Click Purchase Tickets again.
3. If the message continues, ask an administrator to check that the Jovvie status shows Connected in Tickets > Settings > Payments. If it does not, see Account connection problems.

“Cart is empty”

Symptom: You click Purchase Tickets and see Cart is empty.

Cause: There are no tickets in the cart, so there is nothing to pay for.

Fix:

1. Go back to the event or ticket page.
2. Add the tickets the buyer wants.
3. Go to the checkout page.
4. Click Purchase Tickets.

“Failed to create order”

Symptom: You click Purchase Tickets and see Failed to create order.

Cause: Event Tickets could not create the ticket order.

Fix:

1. Reload the checkout page.
2. Click Purchase Tickets again.
3. If the message continues, contact support.

Another message appears under Purchase Tickets

Symptom: You click Purchase Tickets and see a different message, and the payment page does not open.

Cause: Either the buyer’s details are missing or not valid, or your site could not create the payment with Jovvie. The wording depends on the problem.

Fix:

1. If the message is about the buyer’s name or email, correct the details.
2. Click Purchase Tickets again.
3. If the message continues, check that this device is connected to the internet.
4. Ask an administrator to check that the Jovvie status shows Connected in Tickets > Settings > Payments.
5. If the message still continues, ask an administrator to turn on debug logs and try again, as described in Turn on debug logs. Then contact support.

The success page appears, but the order is not completed

Symptom: The buyer paid and you saw the ticket order success page, but the order is not marked completed.

Cause: With Event Tickets, the order is only marked completed when your site receives the payment confirmation from Stripe. The success page does not complete the order.

Fix: Do not charge the buyer again. Follow the steps in Sell tickets at the door.

Still need help?

When you contact support, tell them which plugin you were using, the message you saw, the payment amount, and the time it happened. Never send card numbers by email or chat.

Contact Jovvie support.