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Troubleshooting ​

Common issues and what to do about them. If you've tried the steps below and you're still stuck, email [email protected] and we'll dig in.

Looking for the live status of Klixey itself?

If everything below points at "this should be working but it isn't," check the status page before troubleshooting further — we may already be on it.

A customer's payment failed mid-checkout ​

A customer says their card was charged but they saw an error — or the checkout page reloaded and asked them to confirm again.

Sometimes the customer's bank asks them to confirm the payment in their banking app or by SMS before it goes through. This is normal and happens most often on cards issued in Europe.

Tell the customer to:

  • Watch for a confirmation prompt from their banking app and approve it. The checkout page picks up where they left off automatically — they shouldn't refresh.
  • If they don't see a prompt, check their bank's text messages or push notifications.
  • Try a different card if their bank keeps blocking the charge.
  • If the charge appears on their statement but they never landed on the confirmation page, you can confirm the order from the customer's record and resend access.

Klixey never stores card details

Card details go directly to our payment processor. Neither you nor Klixey can see them, and a card problem can only be resolved by the customer's bank.

Still stuck? If it's a Klixey-plan purchase rather than one of your products, email [email protected].

A customer can't see their course, community, appointment, or membership ​

A customer signs in to the portal and the thing they bought is gone, locked, or marked "Access expired."

This almost always means one of two things:

  • Their subscription's most recent payment didn't go through. In their portal's Billing tab they'll see "Past due — update payment method." Once they update the card, access comes back as soon as the next retry succeeds.
  • Their access has been cancelled or expired. Either the subscription ended, the enrollment was time-limited, or access was suspended. Check the customer's record if you think it's a mistake.

Try this:

  • Open the customer's record to confirm their subscription and access status — a "Past due" or suspended state is the giveaway.
  • Point the customer to the Billing tab of their portal to update their card.
  • If access was cancelled or expired in error, restore it from the customer's record.

One account per store

A Klixey customer account is per store. If a customer bought from store-a.klixey.com and store-b.klixey.com, those are separate accounts with separate sign-ins — even with the same email. Confirm they're signed in to the right store.

Still stuck? Only you can restore access on your side — check the customer's record and re-grant access if needed.

A customer didn't get the email ​

You sold something (or sent an invite), and the customer says nothing arrived.

Klixey retries delivery automatically if there's a temporary problem. If the email never lands, one of two things is happening:

  • It's in their spam folder. Always check there first.
  • Their email address is on a deliverability block list. This happens automatically after an address bounces repeatedly or marks past Klixey emails as spam. Once an address is blocked, future emails to it are skipped.

Try this:

  • Ask the customer to check their spam folder and search for the creator's store name.
  • From your customers page, open the customer record — if the address is blocked, you'll see a status note. Email [email protected] and we'll clear it.
  • For magic-link or access emails, you can resend from the customer's record.

See the full reference for creator emails.

Custom domain stuck on "verifying" ​

You added a custom domain and the status hasn't moved past "verifying" — or it failed.

Your domain goes through four states:

StateWhat it means
VerifyingKlixey is checking that DNS points at us. New DNS records can take from a few minutes to a few hours to spread worldwide.
VerifiedDNS is correct. We're finishing up — usually under a minute.
ActiveYour domain is serving your store.
FailedWe couldn't verify DNS after 7 days, or DNS that was previously working has been pointed away.

Try this:

  • Double-check the DNS record at your registrar against DNS recipes. A typo in the target hostname is the most common cause.
  • Wait a few hours and refresh — most domains verify within an hour, but some registrars take longer to publish changes.
  • If you change your DNS after "failed," remove the domain and add it back to restart verification.

We keep retrying for 7 days

If DNS isn't correct yet, we'll keep checking with progressively wider gaps over a week. After 7 days with no success, the domain flips to failed and you'll need to re-add it.

Active domain that suddenly stops working

If your domain was already active and DNS changes break it, you have a short grace window before it flips to failed. Restore the original DNS record and the domain auto-recovers.

Still stuck? Email [email protected] with your store's URL and the custom domain you're trying to use.

"Stripe disconnected" on my Payments page ​

Your Payments page shows that your Stripe account is disconnected, and checkout on your storefront is broken.

This happens when the connection between Klixey and your Stripe account was revoked — usually from inside Stripe directly, or by Stripe itself if your account hit a compliance issue.

Try this:

  • Open Workspace settings → Payments.
  • Click Connect Stripe and finish the connection flow.
  • Test by buying one of your own paid products with a different email.

If Stripe is asking you to verify more business information, do that inside Stripe first — Klixey can't push the connection through until Stripe is satisfied.

One Stripe account per workspace

A Stripe account can only be attached to one Klixey workspace. If you see "this Stripe account is already connected elsewhere," that's why.

Still stuck? Email [email protected] and we'll help you reconnect.

Upload failed ​

You tried to upload a video, image, or file and got an error.

There are three usual causes:

Try this:

  • Check the error message for the specific reason.
  • Open Workspace settings → Plan to see your storage usage.
  • Compress large videos before uploading, or upgrade to a plan with unlimited storage.

Still stuck? Email [email protected] with the file name, size, and the error message.

You changed your store or product URL, and old links you'd shared are now broken.

When you change a slug, Klixey automatically keeps a redirect from the old URL to the new one — so old links don't break. But there's a limit.

  • Up to 5 old slugs are kept per store, and 5 per product. The oldest redirect is dropped when you add a sixth.
  • Redirects expire after 1 year.

If a link you shared isn't redirecting, you've either changed the slug more than 5 times (the older redirects fell off), or it's been more than a year since the change.

Try this:

  • Update the link wherever you'd shared it with the new URL.
  • If you change slugs often, settle on one before publishing.

See slug redirects for the full picture.

"Workspace inactive" — I'm a team member ​

You're a team member, you tried to sign in, and you see "This workspace is currently inactive."

The workspace owner's Klixey plan has lapsed — either they cancelled, a payment failed, or a trial ran out. Until the owner reactivates the plan, everyone except the owner is locked out.

Try this:

  • Tell the owner. Only they can restore the plan.
  • If you belong to another workspace, switch to that one from the workspace switcher.
  • If you no longer need access here, you can leave the workspace.

See roles & permissions for the full picture.

My customer can't sign in to the portal ​

A customer tells you they can't get into the portal, or their magic link doesn't work.

A few common causes:

  • The magic link is more than 7 days old. Magic links expire after a week. Resend access from the customer's record.
  • They're on the wrong store URL. A customer account on Store A doesn't sign in on Store B — even with the same email. Make sure they're using your portal URL, not someone else's.
  • They never set a password. If they did, send them to the sign-in page; if they didn't, a fresh magic link is fastest.

See magic link vs password for how customer sign-in works.

Try this:

  • From the customer's record, resend access credentials.
  • Confirm the URL they're using ends with /portal on your store.
  • Ask them to check their spam folder for the access email.

Email verification link expired ​

You signed up and tried to click the email verification link, but it says it's expired or invalid.

These links don't last forever. Request a new one and use it within an hour or so.

Try this:

  • Sign in to Klixey — you'll see a banner offering to resend the verification email.
  • Click the resend link, then open the new email straight away.
  • Check your spam folder if it doesn't arrive within a few minutes.

I can't find the Dashboard ​

You signed in, but there's no Dashboard option in the menu — you only see the Store page.

You were invited to the workspace as a Viewer, which is read-only. Viewers don't see the dashboard, customer list, or income — only the store.

Try this:

  • Ask the workspace owner or an admin to change your role to Editor (or higher).
  • See roles & permissions for the full breakdown.

Customer disputed a payment ​

A customer filed a chargeback with their bank.

The payment goes into dispute and the funds are typically held by Stripe until it resolves. Klixey doesn't automatically revoke the customer's access — it's your call whether to suspend them while the dispute is open.

Try this:

  • Respond to the dispute in Stripe with any evidence you have (proof of delivery, confirmation emails, IP logs).
  • Decide whether to suspend or remove the customer's access.
  • Reach out to the customer — most disputes are caused by them not recognising the charge.

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