--- title: ⛔ My customer cannot complete payment/Unable to complete the checkout? description: If a customer is unable to complete payment, there can be more than one cause. In many cases, the issue is related to the payment setup, such as Stripe not being configured correctly. In other cases, the payment is declined by the card provider or bank. --- [Skip to content](https://support.slerp.com/knowledge/my-customer-cannot-complete-payment#main-content) English Show submenu for translations ![slerp.com](https://support.slerp.com/hs-fs/hubfs/SLERP_Primary-Light_RGB-01-1.png?width=186&height=52&name=SLERP_Primary-Light_RGB-01-1.png) Open main navigation Close main navigation - English Show submenu for translations - Go to www.slerp.com Go to www.slerp.com How can we help you? - There are no suggestions because the search field is empty. 1. [Help Centre](https://support.slerp.com/knowledge?hsLang=en) 2. [FAQs](https://support.slerp.com/knowledge/faqs?hsLang=en) # ⛔ My customer cannot complete payment/Unable to complete the checkout? ## If a customer is unable to complete payment, there can be more than one cause. In many cases, the issue is related to the payment setup, such as Stripe not being configured correctly. In other cases, the payment is declined by the card provider or bank. ### What this usually means A payment failure does not always mean there is a problem with the ordering setup. **It may be caused by:**  - an incomplete or incorrect Stripe setup - a temporary issue with the payment gateway - a card provider or bank decline - the customer entering incorrect payment details - a browser, device, or checkout error ### Step 1: Confirm whether the issue can be reproduced First, try a test order, try placing an order yourself on your page.  This is the quickest way to understand whether the issue is affecting the checkout itself or whether it may be specific to the customer’s card or bank. #### **Can you also reproduce the issue?** This usually suggests there may be a setup or checkout problem that needs investigating further. - take a screenshot of the error message - confirm which location and ordering link they tested - share any relevant details about what happened during checkout If the same error appears during the test order, the best next step is to contact Support and include the screenshot. ### Step 2: Consider whether the payment was declined by the card provider If you cannot reproduce the issue, the problem may be specific to the customer’s payment method or device. In this case, the payment may have been rejected by the customer’s bank or card provider rather than by the ordering setup. The customer should: - contact their bank or card provider - check whether the card has any restrictions, blocks, or decline reasons - try an alternative payment method if available ### What you should send to Support If the issue is reproducible, contact Support with: - a screenshot of the error - the location name - the ordering link used - the approximate time the issue happened - any steps already taken to test the issue Providing this information upfront helps speed up the investigation. - [Controls Dashboard](https://support.slerp.com/knowledge/controls-dashboard?hsLang=en#main-content) - [Insights](https://support.slerp.com/knowledge/controls-dashboard?hsLang=en#insights) - [Orders Tab](https://support.slerp.com/knowledge/controls-dashboard?hsLang=en#orders-tab) - [Locations Tab](https://support.slerp.com/knowledge/controls-dashboard?hsLang=en#locations-tab) - [Products Tab](https://support.slerp.com/knowledge/controls-dashboard?hsLang=en#products-tab) - [Discounts / Customers Tab](https://support.slerp.com/knowledge/controls-dashboard?hsLang=en#discounts-customers-tab) - [Loyalty](https://support.slerp.com/knowledge/controls-dashboard?hsLang=en#loyalty) - [Designer Tab](https://support.slerp.com/knowledge/controls-dashboard?hsLang=en#designer-tab) - [Composer Tab](https://support.slerp.com/knowledge/controls-dashboard?hsLang=en#composer-tab) - [Dispatch Self-Serve](https://support.slerp.com/knowledge/controls-dashboard?hsLang=en#dispatch-self-serve) - [Settings Tab](https://support.slerp.com/knowledge/controls-dashboard?hsLang=en#settings-tab) - [Web Ordering](https://support.slerp.com/knowledge/web-ordering?hsLang=en) - [App Ordering](https://support.slerp.com/knowledge/app-ordering?hsLang=en) - [Partner App & Device](https://support.slerp.com/knowledge/partner-app-device?hsLang=en#main-content) - [Slerp App](https://support.slerp.com/knowledge/partner-app-device?hsLang=en#slerp-app) - [Printer & Hardware Devices](https://support.slerp.com/knowledge/partner-app-device?hsLang=en#printer-hardware-devices) - [Delivery](https://support.slerp.com/knowledge/delivery?hsLang=en#main-content) - [On Demand Last Mile Delivery](https://support.slerp.com/knowledge/delivery?hsLang=en#on-demand-last-mile-delivery) - [Local And Nationwide Delivery](https://support.slerp.com/knowledge/delivery?hsLang=en#local-and-nationwide-delivery) - [Slerp Success & Marketing](https://support.slerp.com/knowledge/slerp-success-marketing?hsLang=en) - [Finance Enquiries](https://support.slerp.com/knowledge/finance-enquiries?hsLang=en#main-content) - [Finance FAQ](https://support.slerp.com/knowledge/finance-enquiries?hsLang=en#finance-faq) - [Reporting](https://support.slerp.com/knowledge/finance-enquiries?hsLang=en#reporting) - [Invoice, Credit Notes and VAT Receipts](https://support.slerp.com/knowledge/finance-enquiries?hsLang=en#invoice-credit-notes-and-vat-receipts) - [Franchise Attribution](https://support.slerp.com/knowledge/finance-enquiries?hsLang=en#franchise-attribution) - [Integrations](https://support.slerp.com/knowledge/integrations?hsLang=en#main-content) - [Slerp Menu & Order Manager](https://support.slerp.com/knowledge/integrations?hsLang=en#slerp-menu-order-manager) - [Deliverect](https://support.slerp.com/knowledge/integrations?hsLang=en#deliverect) - [Lightspeed](https://support.slerp.com/knowledge/integrations?hsLang=en#lightspeed) - [CRM](https://support.slerp.com/knowledge/integrations?hsLang=en#crm) - [3S POS](https://support.slerp.com/knowledge/integrations?hsLang=en#3s-pos) - [Urban Piper](https://support.slerp.com/knowledge/integrations?hsLang=en#urban-piper) - [Shipday](https://support.slerp.com/knowledge/integrations?hsLang=en#shipday) - [Custom Webhooks](https://support.slerp.com/knowledge/integrations?hsLang=en#custom-webhooks) - [FAQs](https://support.slerp.com/knowledge/faqs?hsLang=en) - [Support and Updates](https://support.slerp.com/knowledge/support-and-updates?hsLang=en) [![slerp.com](https://support.slerp.com/hs-fs/hubfs/SLERP_Primary-Light_RGB-01-1.png?width=200&height=56&name=SLERP_Primary-Light_RGB-01-1.png "slerp.com")](http://www.slerp.com) [Contact Us](https://www.slerp.com/contact-us/) Copyright © 2025, Slerp