Online Payments and Checkout Support

When the checkout breaks, everything stops

A broken checkout costs money every hour it is down, and the business often only finds out when a customer phones to complain. dijitul support treats payment failures as urgent. We look at the payment provider's dashboard and logs alongside your website's logs, because the cause can be on either side.

We support the common UK providers: Stripe, PayPal, Square, SumUp, Worldpay, Opayo, GoCardless for Direct Debit and Klarna or Clearpay for pay-later, on WooCommerce, Shopify and custom-built sites. For shop-wide problems, see ecommerce support and WooCommerce support.

Common causes we fix

• Failed webhooks: the payment succeeds, but the message telling your site to mark the order paid never arrives. Causes include a changed URL, a security plugin or firewall blocking the request, or an expired signing secret. Stripe's dashboard shows each webhook attempt and its response code.
• Expired or revoked API keys after someone regenerated them in the provider dashboard.
• Outdated payment plugins that use deprecated APIs, or a PHP version upgrade that broke an old plugin.
• 3D Secure problems: customers cannot complete their bank's verification because a theme or script interferes with the authentication pop-up or redirect.
• Currency, tax or shipping mismatches that make the provider reject the payment request.
• Caching: full-page caching on the cart or checkout causing stale sessions and failed payments.
• JavaScript errors from another plugin stopping the card field loading.

After any fix we test the full journey in the provider's test mode where available, then confirm a real order flows through correctly: payment captured, order marked paid, stock reduced, confirmation email sent and the payout visible in the provider dashboard. Only then do we close the job.

Strong Customer Authentication and 3D Secure

Most online card payments in the UK need Strong Customer Authentication, usually through 3D Secure, where the customer approves the payment in their banking app or with a code. Modern Stripe, PayPal and Square integrations handle this automatically, but older or custom integrations sometimes skip it, leading to declines. Recurring payments and saved cards need the first payment authenticated correctly so later charges can go through. We check your integration handles these flows properly.

PCI DSS: keeping card data away from you

Any business taking card payments must comply with PCI DSS. The simplest way to reduce what applies to you is never to let card numbers touch your server: use Stripe Checkout, Stripe Elements, PayPal's hosted fields or a redirect to the provider's page. Most small merchants then complete a short self-assessment questionnaire.

PCI DSS v4 brought new requirements for scripts on payment pages, which became mandatory on 31 March 2025: an inventory and justification of each script, and a way to detect unauthorised changes. Even with an embedded checkout, these can apply to your site. We can review what loads on your checkout pages and remove anything unnecessary. We never ask for or store your customers' card details, and you should be wary of anyone who does.

Refunds, duplicate charges and reconciliation

If customers have been charged twice, we work out whether it was a genuine duplicate payment, a pending authorisation that will drop off, or a retried webhook creating two orders. We then help you refund correctly from the provider dashboard so the website and accounts match. We can also connect Stripe, PayPal or GoCardless to Xero or QuickBooks so payouts reconcile automatically.

Pricing

Payment fixes are charged at £45 an hour + VAT, with a 30 minute minimum then 15-minute blocks. Most webhook and plugin problems are fixed within an hour or two. New payment integrations or moving to a different provider are quoted. If your shop runs on WordPress, our Business plan at £50 a month + VAT keeps plugins updated with daily backups and includes 1 hour of fixes each month.

What it costs

Support plans from £25 a month + VAT, or £45 an hour + VAT for one-off fixes. Pick a plan if you want it looked after every month, or pay by the hour for a one-off job.

Related