Customer says they paid but nothing happened

Customer paid, but no order shows in your dashboard and no deliverable fired. Most common causes:

1. Webhook not configured

The most common cause. Storra only knows a payment happened when Stripe / PayPal POSTs to our webhook. If you didn't set up the webhook URL when you connected the gateway, payments succeed on Stripe's end but never reach Storra.

Fix: Go to Settings → Gateways, look for a "Webhook not configured" warning on each gateway card. Follow the setup steps to register the webhook URL with the gateway.

2. Webhook signing secret mismatch

Storra rejects webhook payloads whose signature doesn't match the configured secret. If you regenerated the signing secret on Stripe but didn't update it in Storra, every payment is silently rejected.

Fix: Re-copy the signing secret from your gateway and paste into Storra. Test with a small purchase.

3. Test mode vs live mode mismatch

If your store is in test mode but the customer paid with live credentials (or vice versa), Storra refuses the webhook to prevent test orders from contaminating real data.

Fix: Match your store's test-mode toggle to the keys you have configured.

4. Customer paid through wrong account

If you connected the wrong Stripe / PayPal account in the gateway settings, the payment lands in someone else's account and Storra's webhook hears nothing.

Fix: Verify the gateway-side account matches what you intended.

Verify reception

Go to Audit Log and filter by webhook.received. You should see an entry for every payment. If nothing's there, the webhook isn't reaching Storra.