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ElasticPay

Common Issues

Payment intent stuck in requires_payment_method

The card was not tokenized, or confirm was never called.

Check:

  • The widget’s onTokenize callback fired and the pm_xxx was sent to your server
  • The confirm endpoint was called with the payment_method field set
  • No errors were returned from the confirm call

Webhook not received

  1. Check the endpoint URL — verify the URL in Settings → Webhooks is correct and reachable from the internet (not localhost)
  2. Check account status — a suspended or deactivated account stops webhook delivery
  3. Check livemode — sandbox events only go to sandbox-mode endpoints; live events go to live-mode endpoints
  4. Check the delivery log — the webhook log in the dashboard shows all delivery attempts and HTTP response codes

refund_amount_exceeds_available error

The sum of all refund amounts for this payment intent would exceed the original payment amount. Check existing refunds before issuing another:

Terminal window
curl https://staging-api.elasticpay.co/api/v1/payment_intents/pi_0abc123/refunds \
  -H "Authorization: Bearer sk_sandbox_xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx"

Sum the amount fields of all succeeded refunds. The remaining refundable amount is original_amount - total_refunded.

Customer on hold unexpectedly

Consecutive payment failures triggered the account’s hold threshold. To investigate:

  1. Open the customer detail page and check the Activity Log for recent status changes
  2. Review the most recent failed payment intents for failure codes
  3. Use Open Recovery Setup Intent to send the customer a link to update their payment method

API key rejected (401)

Causes:

  • Key has been revoked — check Settings → API Keys for revocation date
  • Key has expired — check the expires_at field
  • Mode mismatch — sandbox key used against a live endpoint, or vice versa
  • Key copied with leading/trailing whitespace — verify the key value exactly

Plan not scheduling

  • Plan is in draft state — click Activate to begin scheduling
  • Customer is not active — a customer on hold or cancelled does not receive new scheduled payments
  • Plan is inactive or closed — reactivate or create a new plan
  • Start date is in the future — the scheduler creates intents up to 366 days ahead from today