Why My Payment Processor Isn't Working

What this usually means

If your payment processor is connected in BRS, checkout payments should work based on the settings and permissions inside your payment processor account.

BRS connects your website and orders to your payment processor, but your payment processor controls whether a transaction is approved, declined, restricted, or allowed based on your account settings.

This means payment issues are often caused by settings inside Stripe, Square, Authorize.Net, or whichever processor you use.

Things to review first

1. Confirm your payment processor is connected in BRS

Start by confirming that your payment processor is connected in your BRS checkout settings.

If you are using Stripe, review How to Connect Stripe. If you are using Square, review How to Connect Square.

2. Review your processor account directly

Common processor-side issues include:

Account verification is not complete.
Bank account information is missing.
Processor account is restricted.
Payment method is disabled.
Card is declined by the customer’s bank.
Manual card entry is not enabled.
Required processor settings have not been completed.

BRS cannot control whether your processor approves a card or allows a specific payment type. Those settings are managed directly in your processor account.

3. Place a test order through your website

Place a test order using your live checkout to confirm whether customers can complete payment online.

Use the same type of product, deposit requirement, and checkout flow your customer is using.

4. Try creating a manual order

If the customer is unable to complete checkout online, you can create a manual order from your admin account.

For help with this process, review How to Create a Manual Order.

5. If taking a card over the phone, check your Stripe settings

If you are using Stripe and want to manually enter a customer’s card over the phone, Stripe may require your account to have manual card entry or MOTO/card-not-present permissions enabled.

This is controlled by Stripe, not BRS.

If you cannot manually enter a card over the phone, log in to Stripe and review whether manual card entry is available for your account. If it is not available, contact Stripe support.

Note: manually entered card payments may carry different risk, compliance, or processor requirements than a customer paying through checkout.

6. Check whether the customer’s card was declined

If only one customer is having an issue, the card may have been declined by the customer’s bank or processor.

Ask the customer to try another card or payment method.

If you still need help

If payments still are not working after reviewing your processor and BRS settings, contact BRS support through your account.

Include:

Payment processor used
Screenshot of the error
Order/customer name
Whether this happened on one order or all orders
Whether the issue also appears in your processor dashboard
Whether you placed a test order