Troubleshooting
This page explains how to troubleshoot the Split Pay Plugin.
Based on our experience working with hundreds of customer sites, there are a variety of reasons why Transfers may fail, including:
Incorrect Webhook Endpoint Configuration - Webhook Endpoints and Secret may be improperly configured in the Stripe plugin settings. Make sure you have fully configured the Stripe connection in the WooCommerce Stripe Payment Gateway plugin, including all Webhook Events and the Webhook Signing Secret in both TEST and LIVE modes. Otherwise, transfers will not work. You should also be listening to "Events on your account" rather than "Events on Connected accounts."
Required Minimum $1 USD Transfer Amount - Transfer amounts are not hitting the $1 USD minimum, or local currency equivalent, required by Stripe.
Same Currency Region for Connected Accounts - The connected accounts receiving the Transfer are not in the same currency region as your Platform account. For Transfers to work, connected accounts must be in the same currency region as your Platform Stripe account, per Stripe requirements. E.g. - If your Stripe Platform account pays out to your bank account in EUR, all your connected accounts must also pay out to their owners' bank accounts in EUR, regardless of the currency used in any transactions.
Pending Payout Balance - If you are attempting to transfer 100% of a transaction, your pending Payout balance must cover the Transfer amount in full, taking into account Stripe fees on the transaction. In these cases, we recommend either A) setting your payouts to a less frequent interval in the Stripe Dashboard so that other payments will cover the payout balance, or B) use a plugin like Payment Gateway Based Fees that charges transaction fees during checkout that are not referenced in the Split Pay Plugin calculations, so any transfer amounts will be covered regardless of transaction fees.
Connected Account Activation - Make sure the connected Account is fully activated by searching for the connected account in Stripe and clicking Show all results for in the search bar. Under the Status column, there should be a green label reading Complete, as opposed to other labels that may include: Enabled (in blue), Under Review, Rejected (in gray), or Restricted (in red). Contact the Stripe account owner if anything other than the green Complete or blue Enabled label appears.
If your Stripe Platform account and Connected accounts meet 100% of the requirements above, please proceed with the following troubleshooting steps:
Ensure you have disabled all other plugins except these 3 required plugins:
Activate a default WordPress Theme, such as Twenty Twenty Three.
Enable the Stripe Error log mechanism in your Stripe plugin settings:
Once you've performed the steps above, please run another test payment.
If this process solves the problem and the Transfers are now working, the issue is most likely caused by a plugin or theme conflict. Attempt to reactivate each plugin or theme one-by-one and run a test payment each time. Once the payments fail, you've identified which plugin or theme may be causing the conflict. Please reach out to our team at the email address below to report the conflict, and we'll see what we can do to solve the problem. No need to provide any information below.
If Transfers still are not working with all other plugins disabled, please contact our support team with the following information:
A clear description of the issue you are facing, including any errors and ideally including screenshots or video.
WP-Admin Administrator-level credentials.
FTP/SFTP credentials.
We may ask you to share Developer level access to your Stripe account with the Gaucho Plugins team for our team to troubleshoot and make test payments.
Please be 100% sure to take a backup of your site before contacting our team with the access details. We cannot be held responsible for anything that goes wrong with your WordPress website. We will do our absolute best to return your site to the state in which we received it, and we will only use access to troubleshoot or fix issues strictly related to the Split Pay Plugin.
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