Error Messages

This page documents the error messages the AxleButton component displays, and how to fix them.

Invalid API key

Error: "Invalid API key"

Cause:

• API key in the head snippet is incorrect or has a typo
• API key has been revoked or regenerated
• Using a test key (axle_test_*) in a live environment (or vice versa)
• API key is missing or empty

Fix:

1. Go to the Axle dashboard → API Keys
2. Copy your live key (starts with axle_live_)
3. Update the API key in your Framer site's head snippet (Site Settings → Custom Code → Head)
4. Clear browser cache and reload the page
5. Test a payment to confirm it works

Domain not authorized

Error: "Domain not authorized"

Cause:

• Your website's domain is not in the allowed list for this API key
• Typo in the domain name
• Using a different domain than the one you configured

Fix:

1. Go to the Axle dashboard → API Keys
2. Click on your API key to view settings
3. Find Allowed Domains and add your domain:
   • For example.com, add both:
     • example.com
     • www.example.com
4. Save changes
5. Reload the page

Transaction limit exceeded

Error: "Transaction limit exceeded"

Cause:

• Your plan's monthly transaction limit has been reached
• You've used all available transactions for the billing cycle

Symptoms:

• Error appears immediately when trying to checkout
• All payments are blocked, not just specific ones

Fix:

1. Go to the Axle dashboard → Settings → Billing
2. Check your current plan and remaining transactions
3. Choose one of:
   • Upgrade to a higher plan with more transactions
   • Wait for your billing cycle to reset (transaction count resets monthly)
   • Contact support if you need a temporary increase

Stripe not connected

Error: "Stripe not connected"

Cause:

• Your Stripe account is not connected to Axle
• Stripe connection was disconnected or expired

Symptoms:

• Error appears immediately when trying to checkout
• All payments fail with this message

Fix:

1. Go to the Axle dashboard → Settings → Stripe Connection
2. Click Connect Stripe Account (or Reconnect if already connected)
3. Authorize Axle to access your Stripe account
4. Verify the connection was successful
5. Test a payment to confirm it works

See Stripe Connection for detailed instructions.

Account paused

Error: "Account paused"

Cause:

• Your trial period has expired without upgrading to a paid plan
• Your subscription was cancelled and account access was suspended

Symptoms:

• All checkout buttons show this error
• Payments cannot be processed

Fix:

1. Go to the Axle dashboard → Settings → Billing
2. Check your account status
3. If trial expired, upgrade to a paid plan
4. If subscription cancelled, reactivate your subscription
5. Once activated, test a payment

Network error

Error: "Network error" (in browser console)

Cause:

• Cannot reach the Axle API server
• Cannot reach Stripe's servers
• Internet connection is unavailable or unstable

Symptoms:

• Checkout modal takes a long time to open or doesn't open at all
• Browser console shows error about failed network request

Fix:

1. Check your internet connection
2. Verify Axle status and Stripe status
3. Disable VPN or proxy temporarily and try again
4. Try again in a different network (if possible)
5. Try a different browser or device
6. If errors persist, contact support

Checkout timeout

Error: Spinner appears for 5+ minutes (soft timeout) or checkout modal closes after 10 minutes (hard timeout)

Cause:

• Payment processing is taking unusually long
• Network latency or instability
• Stripe experiencing temporary delays

Symptoms:

• Spinner icon continues indefinitely without completing payment
• After 5 minutes, a soft warning appears
• After 10 minutes, payment is cancelled (hard timeout)

Fix:

1. Wait — Most payments complete within seconds. If it reaches 10 minutes, the payment is cancelled.
2. Soft timeout (5 min): User can choose to wait or close and retry
3. Hard timeout (10 min): Payment is automatically cancelled. User must close the modal and retry.
4. Check your internet connection and try again
5. Verify Stripe status
6. Try a different payment method or device
7. If timeouts are consistent, contact support

Payment declined errors

The following errors come from the customer's bank or payment provider:

• "Card declined" — General decline, reason unknown to Axle. Customer should contact their bank.
• "Insufficient funds" — Account balance is too low.
• "Card expired" — Card expiration date has passed.
• "Incorrect CVC" — Security code (CVV/CVC) was entered incorrectly.
• "Lost or stolen card" — Card has been reported to the bank.
• "Billing zip code mismatch" — Address doesn't match card's registered address.

Fix for customer:

• Use a different card
• Contact their bank for more information
• Verify billing address matches card details
• Check for sufficient funds in their account

See Payment Failures for more details on these errors.

How to find error messages

In the browser console

Open DevTools (F12) → Console tab to check for error messages related to payment failures.

In the Axle dashboard

1. Go to the Axle dashboard → Transactions
2. Find the failed transaction
3. Click to view the error details

In Stripe dashboard

If the payment reached Stripe but failed there:

1. Go to Stripe Dashboard → Payments
2. Find the failed charge
3. Stripe will show the reason for the failure

Still having issues?

If you see an error not listed here:

1. Copy the exact error message
2. Check the browser console (F12 → Console)
3. Try the troubleshooting steps in Common Issues
4. Contact Axle support from the dashboard with the error message and your session ID