Troubleshooting
Fix common issues with launch readiness, checkout, payments, links, webhooks, subscriptions, reports, and buyer access.
When to use this guide
Use this section when something does not look right before launch or after buyers start interacting with checkout.
Start here
- Audit your setup before launch to check product, pricing, checkout, delivery, tracking, funnels, and finance readiness.
- Troubleshoot missing sales, subscription, or campaign data when reports, records, UTMs, pixels, or webhooks look incomplete.
- Investigate buyer access step by step for the full access investigation path.
- Troubleshoot buyer access after purchase when payment worked but delivery, members access, ebook access, or links did not.
- Troubleshoot PIX payment failures when PIX was generated, pending, or not completed.
- Troubleshoot card payment declines when card payments fail at checkout.
- Troubleshoot webhook delivery failures when webhook logs show failed or missing deliveries.
- Troubleshoot refund processing issues when refunds fail or create unexpected finance or access effects.
- Troubleshoot campaign attribution gaps when UTMs, links, or campaign revenue look incomplete.
- Troubleshoot broken funnel paths when upsell or downsell routes fail.
- Troubleshoot checkout layout issues on desktop or mobile checkout.
- Troubleshoot rejected bank account details before retrying withdrawals.
Troubleshooting workflow
| Step | What to do |
|---|---|
| Confirm context | Check business workspace, product, user role, and product access. |
| Clear filters | Widen date range and remove filters before assuming data is missing. |
| Check the buyer path | Test checkout link, payment, delivery, and reports. |
| Review logs | Use webhook, pixel, campaign, or report evidence where relevant. |
| Collect evidence | Save screenshots, links, IDs, buyer email, dates, and steps before escalation. |
Typical workflow
- Identify the exact missing or broken behavior.
- Confirm workspace, role, product, and date range.
- Reproduce the issue with the same link or buyer path.
- Compare related areas such as Sales, Customers, Subscriptions, Campaigns, Finance, or Webhook logs.
- Fix configuration when possible.
- Escalate with evidence if the setup looks correct.
Good checks before going live
- Confirm product, pricing, checkout, delivery, tracking, and finance are ready.
- Test with the same payment method or buyer path your real buyers will use.
- Check links, UTMs, pixels, webhooks, funnels, and delivery rules when relevant.
- Keep API-specific setup in AtomicPay API Docs.