Troubleshoot PIX payment failures
PIX issues usually fall into three groups: the buyer never paid, the payment is still pending, or the sale approved but delivery or reporting looks wrong. PIX behavior is also affected by payment method settings, settlement timing, and whether support treats pending PIX as an approved sale.
Use this guide when a buyer says they paid, when a PIX QR code was generated but no approved sale exists, or when access was granted too early.
PIX failure patterns
| Symptom | Likely cause | First place to check |
|---|---|---|
| Buyer says they paid but no sale appears | Wrong email, different checkout link, or payment still processing | Sales |
| PIX was generated but never completed | Buyer left checkout before paying | Incomplete payments |
| Sale shows pending for a long time | Normal PIX delay or unpaid QR code | Sales and Financial Overview |
| Access granted too early | Delivery triggered before approved status | Buyer access |
| No PIX option on checkout | Offer or payment method settings | Offer and checkout configuration |
Investigation workflow
- Confirm the correct business workspace.
[Screenshot: App header — correct business workspace selected.]
- Search Sales by buyer email and widen the date range.
[Screenshot: Sales search — buyer email with extended date range.]
- Check whether a PIX-generated, pending, or approved record exists.
[Screenshot: Sale detail — PIX status shows generated, pending, or approved.]
- Compare sale status with what support promised the buyer.
[Screenshot: Support notes vs sale status — promise aligned with actual state.]
- Confirm which checkout link or funnel step the buyer used.
[Screenshot: Sale origin — checkout link or funnel step identified.]
- Review Financial Overview PIX tab or error context if revenue looks wrong.
[Screenshot: Financial Overview PIX tab — pending vs approved revenue.]
- Verify delivery rules only grant access on approved status.
[Screenshot: Delivery policy — access granted only on approved sale.]
- Check webhooks or automations if access depends on external events.
[Screenshot: Webhook logs — automation fired on correct event only.]
- Collect buyer email, approximate time, checkout link, and screenshots before escalation.
[Screenshot: Escalation ticket — PIX investigation evidence attached.]
PIX status guidance for support
| Status context | What support should usually do |
|---|---|
| PIX generated only | Do not treat as paid. Explain the buyer still needs to complete payment. |
| Pending PIX | Wait for processing window and recheck Sales. |
| Approved PIX sale | Proceed with delivery and normal support workflow. |
| No sale found | Reconfirm link, email, date range, and product access scope. |
What to tell buyers
- PIX may take a short time to confirm after payment.
- Generating a PIX code does not mean payment is complete.
- The buyer should use the same email and checkout link they started with.
- If they paid from a banking app, request proof only when needed for support review.
- A declined or abandoned attempt is different from a pending approved-path issue. See incomplete payments.
Best practices
- Train support on pending vs approved before launch.
- Align checkout copy with PIX and card payment methods.
- Test a full PIX path during first-sale workflow.
- Use cart abandoned or PIX-generated webhook events only with clear automation rules.
- Review PIX trends in Financial Overview during campaigns.
Common mistakes
- Granting access when PIX was only generated.
- Searching the wrong business workspace or date range.
- Comparing Dashboard activity to a missing sale without opening Sales.
- Blaming campaign attribution when the buyer simply did not finish payment.
- Escalating without the checkout link and buyer email.
FAQ
Should I grant access when PIX is only generated?
No. Grant access when the sale reaches the approved state your delivery workflow expects.
Why does Dashboard show activity but Sales looks empty?
Check date range, filters, business workspace, and product access. PIX sales may also appear shortly after the buyer completes payment.
Where do PIX delays fit in finance reporting?
Approved PIX sales may still affect pending balance differently from withdrawable funds. See settlement timelines.
What if the buyer used an old checkout link?
Compare the link against current pricing and inactive product status, then retest the live path.