Overview
When customers encounter issues during checkout, clear error messages help identify and resolve problems quickly. Understanding these errors allows you to assist customers or adjust your settings to prevent future issues. Checkout errors typically fall into a few categories: payment processor issues, form validation problems, and account configuration errors. This article covers the most common error messages and provides steps to resolve each one.
Payment processor errors
”This account cannot currently make live charges”
This error indicates your payment processor account is not fully activated or has been restricted. To resolve:- Log in to your Stripe or PayPal account
- Check for any pending verification requirements
- Complete any outstanding identity or business verification
- Ensure your account is set to live mode, not test mode
Important: If you recently connected a payment processor, it may take 24-48 hours for live charges to be enabled. Contact your payment processor support if the issue persists.
”Your card was declined”
The customer’s card issuer rejected the transaction. Common causes:- Insufficient funds
- Incorrect card details entered
- Card flagged for suspicious activity
- International transaction blocked
- Verify the card number, expiration date, and CVV are correct
- Ensure they have sufficient funds or credit available
- Contact their card issuer to authorize the transaction
- Try a different payment method
Form validation errors
”Your postal code is incomplete”
The billing address postal code does not match the expected format. To resolve:- For US addresses, ensure a 5-digit or 9-digit ZIP code is entered
- For international addresses, verify the postal code format matches the selected country
- Check that no extra spaces or special characters were accidentally included
”Please enter a valid email address”
The email field contains formatting issues. To resolve:- Remove any spaces before or after the email address
- Verify the email includes an @ symbol and valid domain
- Check for typos in common domains (gmail.com, not gmial.com)
Compliance and account errors
”Compliance Violation”
This error appears when a transaction violates payment processor policies or regional regulations. Common causes:- Selling restricted products or services
- Missing required business documentation
- Operating in an unsupported region
- Review your payment processor’s acceptable use policy
- Verify your business category is correctly set
- Check for any compliance notices in your payment processor dashboard
- Contact your payment processor support for specific guidance
Note: Compliance issues often require direct communication with your payment processor to resolve. Our support team can help you understand the error but cannot modify payment processor restrictions.
”This offer is not available”
The offer may be unpublished, expired, or restricted. To resolve:- Open the Sales tab and click Offers
- Verify the offer status is set to Available
- Check if the offer has date restrictions that may have passed
- Confirm the checkout page is published
Connection and technical errors
”Unable to process payment at this time”
A temporary connection issue occurred between Kajabi and your payment processor. To resolve:- Ask the customer to wait a few minutes and try again
- Check your payment processor status page for outages
- Verify your payment processor connection in Settings > Payment Integrations
”Session expired”
The customer’s checkout session timed out due to inactivity. To resolve: Ask the customer to:- Refresh the checkout page
- Re-enter their payment details
- Complete the purchase without extended pauses
Get additional help
If you encounter an error not listed here or need assistance troubleshooting:- Take a screenshot of the full error message
- Note the date, time, and customer email (if available)
- Contact our support team with these details for faster resolution