Troubleshooting Your Stripe Integration

Having trouble integrating Referral Factory with your Stripe account? Try these troubleshooting tips.

 

In this guide 👇

1. Connection Problems
2. Problems Sending Referred Users (The Person Invited) to Stripe 
3. Problems Sending Direct Users (The Person Referring) to Stripe 
4. Qualification Problems 
5. Problems Syncing Your Stripe Customers

 

1. Connection Problems

🤔 Problem: You cannot connect your Stripe account with Referral Factory because the integrations settings are greyed out, or you get a permissions error, or the connection fails

→ If you are a teammate, make sure you have the correct permissions to connect your Stripe integration. If you don’t have the required permissions, the main account holder will need to update them for you. Learn more.

→ If you are the main account holder or a teammate with the required permissions inside Referral Factory, check that you are logged into your Stripe account and have the required administrative permissions inside Stripe to connect an integration. 

→ Please note that you can only connect one Stripe account to Referral Factory at a time. You may be able to connect additional Stripe accounts via Zapier. Learn more.

 

2. Problems Sending Referred Users (The Person Invited) to Stripe 

 

🤔 Problem: No referred users (the Person Invited) are being created as customers in Stripe

→ Double check that you have mapped the following required fields:

• {Name} 
• {Email}

→ Check your settings for how to handle new and existing Stripe customers. For example, if you have selected the option for Referral Factory to wait and monitor customers only after your system has created them, these customers will not be instantly created in Stripe.

🤔 Problem: Some but not all referred users (the Person Invited) are being sent into Stripe

→ Verify if the user is already part of your campaign by searching from the Users tab in Referral Factory. If the user joined the campaign before the settings to send referred users were set up, a customer will not be generated in Stripe. Essentially, the function does not work retroactively.

→ Verify if the customer already exists in Stripe and check your settings in Referral Factory for how to handle existing Stripe customers. 

3. Problems Sending Direct Users (The Person Referring) to Stripe 

🤔 Problem: No direct users (the Person Referring) are being sent into Stripe

→ Double check that you have mapped the following required fields:

• {Name} 
• {Email}

🤔 Problem: Some but not all direct users (the Person Referring) are being sent into Stripe 

→ Verify if the user is already part of your campaign by searching from the Users tab in Referral Factory. If the user joined the campaign before the settings to send direct users were set up, a customer will not be generated in Stripe. Essentially, the function does not work retroactively.

→ Verify if the customer already exists in Stripe and check your settings in Referral Factory for how to handle new and existing users. 

4. Qualification Problems  

🤔 Problem: The referred user (person invited) has reached the target spend in Stripe but the referral is not being qualified in Referral Factory

→ Please note that qualification can happen at a delay of up to 12 hours. Referral Factory is busy syncing thousands of data points at any given time and your qualification could be in the queue.

→ Ensure that you have clicked “Save Qualification Settings” and completed the steps to set up a webhook in Stripe.

You can also navigate to https://dashboard.stripe.com/webhooks to see that your Referral Factory webhook exists and is active. 

→ Double check your settings for how much the customer should spend and how long they have to spend that amount. Did the customer spend more than the amount specified? If not, the referral will not qualify.

→ Check if you have multiple customers in Stripe with the same email address. If this is the case, you may need to reconfigure your settings related to duplicate users.

→ Please note that you can only qualify referred users (the person invited). 

 

5. Problems Syncing Your Stripe Customers

🤔 Problem: You've configured the sync but only some or no users have been added in Referral Factory

→ Wait up to 12 hours. Referral Factory is busy syncing thousands of data points at any given time. Your sync is probably in the queue and changes will reflect within 12 hours, depending on the number of contacts you have chosen to sync.

→ Check whether the sync will exceed your user limit in Referral Factory. 

→ Ensure that the information for your Stripe customers is filled out for the data fields you linked to Referral Factory during the setup of your sync, including {First Name}, {Email}, and any other fields you mapped. If any one of these data fields is blank inside Stripe, it could result in the customer not being synced.

→ Check whether the customers you synced already exist as users in Referral Factory. 

🤔 Problem: You've configured the sync and users have been added to Referral Factory but no referral links have populated as Stripe metadata

→ Wait up to 12 hours. Referral Factory is busy syncing thousands of data points at any given time. Your sync is probably in the queue and changes will reflect within 12 hours, depending on the number of contacts you have chosen to sync.

🤔 Problem: You have new customers inside Stripe but they have not been automatically enrolled in your referral campaign

→ Make sure you have selected the option to run the sync on an ongoing basis. You can see if a sync is ongoing on the Promote step of your campaign builder.