Troubleshooting page
Checkout Troubleshooting
Check publication, final price, environment, payment confirmation, and entitlement.
SoundSync
Symptom
| Problem | Check |
|---|---|
| Offer unavailable | Product/bundle publication, supported region/provider, and offer eligibility |
| Discount rejected | Scope, code conflict, dates, usage limits, stacking, and the $9.99 paid-price floor |
| Provider or mode error | The intended checkout environment and configured Stripe/PayPal path |
| Unsafe return URL | Use the supported storefront/app return destinations; do not accept arbitrary redirects |
| Success page but no owned product | Provider confirmation, order item, customer identity, and entitlement; the redirect alone is not proof |
| Duplicate retry | Use the documented idempotency contract and inspect the existing order rather than repeating a payment |
| Installment unavailable | Current rent-to-own production live checkout is blocked; ordinary subscriptions are separate |
Collect safe transaction context
Provide product/order ID, provider, intended environment, timestamp, and safe error code. Never post payment credentials, customer email, session URLs, or complete provider payloads publicly.
Refund requests follow the commercial policy and current support procedure. A failing checkout should not be resolved by inventing an entitlement or changing the paid minimum.
SoundSync
Recover a customer sign-in
| What you see | What to do |
|---|---|
| Purchased before, but never created a password | Choose Reset password on the same storefront and use your purchase email to set up access. Do not create another purchase to recover an existing product. |
| The browser could not save your sign-in session | Allow required site data/storage for this website, check browser privacy or storage restrictions, and retry. The page verifies that the session was saved before opening the account. |
| Email or password rejected | Check the purchase email and the intended customer/developer sign-in. Use Reset password if needed. The form keeps entered values and supports retry. |
| Email verification or authenticator requested | Complete that specific challenge. A verification notice or two-factor challenge is not a completed session, and a password reset does not bypass two-factor authentication. |
| Connection, service, or rate-limit error | Follow the visible recovery message and wait where required. Repeated submissions do not repair a network problem; avoid creating duplicate accounts or purchases. |
Return to the intended store
Use the recovery link on the storefront where you are trying to sign in. Its supported store and return path are retained so recovery can lead back to the intended product or account. Keep reset links private. Browser storage is required for the saved sign-in session. Developer-configured GA4 on eligible custom-domain public pages runs automatically; it is separate from sign-in storage and does not honor a saved analytics decline.