Payment link troubleshooting
Payment links involve three places — the Pay Order, the processing account's link settings and your public site — so a problem can start in any of them. Find the symptom below; each row names the cause and the fix. For what a working link looks like, see What the customer sees on a payment link.
Before you start — to check settings you need REDA Pay - Admin User; to inspect the public site, the Salesforce permission to edit Experience Cloud sites.
When creating a link
| Symptom | Cause | Fix |
|---|---|---|
| Create Link button is missing | The payment component has Enable Order Link off, or the address carries rpay__nolnk=1 | Change the component setting or address |
| Create Link is greyed out | Email or amount is missing or invalid. Create Link does not need a method | Fill in the email and a valid amount |
| Saving the order fails with "Order type link can not be processed if the required setup does not exist on the provided processing account." | The Processing Account has no Link Site Public URL | Fill in the public page address on the account |
| Process Order does not appear in the summary | Customer Notes is empty; it is required for a link ("Please provide a valid instructions or notes for the customer") | Type the notes |
| The order's Status reads Link - Inactive right after creation | The Processing Account has no Link Expiration (Minutes), so the link was never activated | Set the minutes on the account; create a new link (the inactive one stays inactive) |
| Link URL on the order is empty | Same cause, or the link site address was blank when the order was saved | As above |
When the customer opens the link
| Symptom | Cause | Fix |
|---|---|---|
| "Invalid request: Order link has expired." | The expiry set at creation has passed | Create a new link; raise Link Expiration (Minutes) if this happens often |
| "Invalid request: Order is already processed." | Already paid | Check the Pay Transaction; nothing more to pay |
| "Invalid request: Bad request Parameters." on a link that used to work | Someone revoked it (Has Active Link is off) | Create a new link if needed |
| "Invalid request: Bad request Parameters." | The address is incomplete or altered, or the order's Has Active Link is off | Resend the exact Link URL from the order; check Has Active Link and the expiry |
| The page shows your site's header but no payment screen | The public page does not hold the REDA Pay entry component, or the site is unpublished | Place the component on the page in Experience Builder and Publish |
| A Salesforce login page appears | The link points at a page that is not public, or the guest user cannot see the page | Make the page public in Experience Builder (guest access), and check the site is active |
| The page loads but the form shows an error about access or a missing record | The guest user lacks the REDA Pay permission set or the guest sharing rules | Assign REDA Pay - Public Site User to the guest user and check the guest sharing rules — see Payment-link guest access |
| The logo is missing | The logo address needs a login or is not https | Use a public image address — see Brand the payment screen |
| Only one of Card / Bank shows | The link was created with Do Not Accept Card or Do Not Accept ACH, or the account allows one type | Expected; create a new link if both should be offered |
| The customer is asked for location | The account enforces geolocation for Link and Guest | Expected; or change Enforce Geolocation on the account |
| "Invalid request. Payment session is expired." | The customer left the page open longer than Payment Session Duration (Minutes) | Reload the link; raise the session length for links if needed |
After the customer pays
| Symptom | Cause | Fix |
|---|---|---|
| The order stays Link - Active | The payment failed; the customer can retry | Check the failed Pay Transaction's error; ask the customer to try another method |
| The customer says they paid but the order is Link - Active with no transaction | The connection failed after Payload charged | Turn on Sync Failed Pay Order Transactions and use Sync Transaction on the order — see When a payment fails |
| Fee charged on a link that should have none | Do Not Charge Convenience Fees was not ticked when creating | Refund the fee part if agreed; tick the box next time or create links from a page with Do NOT Charge Convenience Fee |
| The customer's card is not saved for next time | Link payments are single-use by design | Tick Keep Active on the Pay Method afterwards, or have the customer save a method in your portal |
| No notification reached the order's owner | Notifications go to the order owner's in-app bell; email is not sent | Check the bell icon, or build your own email from the Pay Transaction |
Checks an administrator can run in a minute
- Processing Account → Link Site Public URL filled, Link Expiration (Minutes) filled, Is Active ticked, Allowed Pay Methods includes what links should accept.
- Pay Order → Has Active Link ticked, Link Expiration Date Time in the future, Link URL present, Revoked unticked, Status Link - Active.
- Public site → the page named in the Link Site Public URL exists, holds the entry component with Is Portal on, is public, and the site is published and active.
- Guest user → holds REDA Pay - Public Site User; guest sharing rules on Pay Order and Pay Customer exist.
- Open the Link URL in a private browser window yourself.