Overview
Use this guide when customers cannot open the Stripe Customer Portal from PayPress.
Symptoms
- Portal link fails.
- Customer is not recognized.
- Stripe returns an error.
- Portal page is cached or stale.
- Customer cannot manage subscription as expected.
Likely Causes
- Stripe Customer Portal is not configured in Stripe.
- Customer does not have a Stripe Customer ID.
- PayPress is using the wrong mode or keys.
- Portal page is cached.
- Stripe portal settings do not allow the action the customer expects.
Resolution Steps
- Confirm the Customer Portal is configured in Stripe.
- Confirm PayPress Stripe keys are saved for the active mode.
- Confirm the customer has a Stripe Customer ID.
- Confirm the portal page is not cached.
- Test with a customer who has an active subscription.
- Review Stripe portal settings for allowed actions.
Expected Result
The customer should be redirected to Stripe Customer Portal and see the actions allowed by your Stripe portal configuration.
Additional Notes
The Customer Portal is hosted by Stripe. PayPress starts the portal session, but Stripe controls which billing actions are available.