Troubleshoot a form payment connection
Check the selected payment account and provider status before retrying or changing the form.
Select a screenshot to enlarge it.
Steps
- Open the Payment question and verify that Payment account is not No account. Inspect its currency and amount.
Current payment options from a synthetic development form. Review the controls offered for your selected question. - Review Connect → Payment Accounts and the provider’s own dashboard for the intended account and environment.
An offered provider is not an authenticated payment account. Use supported sandbox testing before collecting money. - For a failed test, record the time, error wording, and non-sensitive provider reference. Check whether the transaction is pending, successful, or failed before another attempt.
This deliberately unconnected example shows why payment-account setup must be verified before sharing a payment form. - Contact support with a redacted description if the form and provider results disagree.
Check before you rely on it
Never share secret keys, full card data, or authentication codes. Use sandbox test details only in the provider’s supported sandbox.
If you need help
Do not disconnect an account used by live forms merely to diagnose one failed payment.
Contact support with the relevant screen, time, and a redacted description. Keep credentials and private respondent information out of screenshots.