Skip to content
Support Portal
Request Demo
  • There are no suggestions because the search field is empty.

Stripe Troubleshooting - Payment Sync Failures

Payments are coming into Stripe, but they're not showing up in Business Central. Or you're seeing duplicate transactions, missing transaction details, or errors that prevent payments from posting to customer accounts. This guide walks you through diagnosing and fixing the most common CPM and Stripe payment sync issues.

 

The Problem: What This Actually Means

When payments don't sync between Stripe and Business Central through CPM, one of these is happening:

  1. CPM automation isn't running - The sync process is paused or hasn't been triggered
  2. Stripe data is incomplete - Transaction information is missing fields CPM needs to post the payment
  3. Customer or invoice matching is off - CPM can't figure out which customer or invoice the payment belongs to
  4. Payment posting is blocked - Business Central won't accept the payment due to configuration or permissions
  5. Transaction worksheet has errors - Payments are sitting in the worksheet waiting for manual intervention

Let's figure out which one it is.

Before You Start: Quick Checklist

[ ] Has CPM successfully synced payments before (or is this a new setup)?
[ ] Do you have Stripe account access?
[ ] Do you have CPM admin access in Business Central?
[ ] Is the payment amount correct and showing in Stripe?
[ ] Was there a recent change to your Stripe setup or Business Central configuration?

Step 1: Verify the Payment Exists in Stripe

Let's start with the source.

  1. Log into your Stripe dashboard (stripe.com)

  2. Go to Payments > Transactions (or Transactions > Activity)

  3. Find the specific transaction you're looking for

    • Search by amount, customer, or date
    • Verify it shows as "Successful" or "Completed"
    • Payments must be successful in Stripe before CPM can sync them

  4. Look at the transaction details:

    • [ ] Amount is correct
    • [ ] Customer information is populated
    • [ ] Payment method shows (card, ACH, etc.)
    • [ ] Date/time is what you expected

  5. Note the Stripe transaction ID

    • You'll use this if you need to contact support

What to do:

  • If payment doesn't exist in Stripe: Check with your payment processor or customer
  • If payment exists but shows as "Failed" or "Pending": Wait for it to complete or contact Stripe
  • If payment is successful: Continue to Step 2

Step 2: Check CPM Automation Status

Now let's verify CPM is set up to pull those payments.

  1. Open Business Central

  2. Go to Channel Payments Manager > CPM Automation (or Settings > Automation, depending on your version)

  3. Check the Stripe connection status

    • Status should show: "Connected," "Enabled," or "Active"
    • If it shows "Disconnected" or "Error," your connection is broken

  4. Look at the Last Sync time

    • When did CPM last try to pull payments from Stripe?
    • Should be recent (within the last hour if you have automation scheduled)

  5. Check the automation schedule

    • How often is it set to run? (Hourly, every 4 hours, daily, etc.)
    • Is the scheduled time reasonable for your volume?

What to do:

  • If disconnected: You'll need to re-authorize Stripe (see Step 5)
  • If Last Sync is old: The automation might not have run yet, or there's an issue (continue to Step 3)
  • If the schedule seems wrong for your volume: You can adjust it here

Step 3: Trigger a Manual Sync

Let's force CPM to pull the payment right now.

  1. Stay in CPM Automation (from Step 2)

  2. Look for a button that says "Sync Now," "Run," or "Process Transactions" (exact wording varies)

  3. Click it and wait 3-5 minutes for it to process

  4. Go to Channel Payments Manager > Transaction Worksheet

    • Do your missing payments now appear here?
    • What status do they show?

  5. Refresh the page if you need to see the latest results

What to do:

  • If payments appear in the worksheet: Good! The sync worked. Continue to Step 4 to understand why they aren't posting to customers
  • If they still don't appear: Continue to Step 5 to check your Stripe connection

Step 4: Review the Transaction Worksheet

Payments pull into CPM, but they sit in the worksheet until they're matched and posted.

  1. Go to Channel Payments Manager > Transaction Worksheet

  2. Find your transaction(s) in the worksheet list

  3. Look at these columns:

    • Status - What does it show? (New, Pending Match, Ready to Post, Posted, Error, etc.)
    • Amount - Is it correct?
    • Customer Match - Does it show a matched Business Central customer?
    • Invoice Match - Does it show a matched invoice?
    • Error Message (if any) - What's preventing posting?

  4. Click into a transaction to see full details if something looks wrong

What to do:

  • If status is "Posted": Payment already went through—check customer account in Business Central
  • If status is "Ready to Post": Manual posting might be needed (see Step 4B below)
  • If status shows "Error" or "Pending Match": Continue to Step 4B

Step 4B: Fix Matching Issues

If the transaction isn't matching to the right customer or invoice:

  1. Open the transaction from the worksheet

  2. Review the matching fields:

    • Matched Customer - Is it the right customer? If not, you can manually select the correct one
    • Matched Invoice - Is it the correct invoice? If not, you can select a different one
    • Payment Amount vs. Invoice Total - Do they match exactly?

  3. If matching is wrong:

    • Click the customer/invoice field
    • Search for the correct one
    • Select it and save

  4. If amount doesn't match invoice:

    • This could be a partial payment, overpayment, or credit
    • Check if there's a reason in the transaction notes
    • You may need to adjust the matching or apply to multiple invoices

  5. After correcting matches:

    • Click "Post" or "Post Transaction" (depending on version)
    • Payment should now post to the customer account

What to do:

  • Manual matching is normal—CPM tries to auto-match, but sometimes you need to help
  • If you can't find the right customer: The invoice or customer might not exist in Business Central yet (contact your sales team to create it)
  • If amount truly doesn't match: Contact support with details

Step 5: Verify Stripe Authorization

If payments aren't appearing in the worksheet at all, your Stripe connection might be broken.

  1. Go to CPM Settings > Stripe Authorization (or Settings > Connected Accounts, depending on version)

  2. Look for your Stripe connection

    • Status should show: "Authorized," "Connected," or "Valid"
    • If it shows "Expired," "Invalid," or "Not Connected," you need to re-authorize

  3. Check the authorization date

    • When was it last authorized?
    • Stripe tokens sometimes expire after extended periods

  4. If authorization is expired or invalid:

    • Click "Re-authorize" or "Reconnect to Stripe"
    • You'll be redirected to Stripe to confirm
    • Log in with your Stripe account and grant permission
    • You'll be returned to Business Central with a fresh connection

  5. After re-authorizing:

    • Run a manual sync (Step 3)
    • Check if payments now appear in the worksheet

What to do:

  • Re-authorize if your connection is expired
  • After re-authorizing, run manual sync to catch any payments that missed during the outage
  • Contact support if re-authorization doesn't resolve the issue

Step 6: Check for Transaction Posting Errors

If transactions are in the worksheet but won't post, there's usually an error blocking them.

  1. Go to Transaction Worksheet

  2. Find a transaction with an error status

  3. Click into it to see the full error message

  4. Common posting errors and what they mean:

    "Customer not found in Business Central"

    • The Stripe payment doesn't match any customer in your BC database
    • Solution: Create the customer in BC or manually match the transaction to the correct customer

    "Invoice not found"

    • CPM couldn't match the payment to an open invoice
    • Solution: Manually select the correct invoice, or create the invoice if it doesn't exist

    "Amount does not match invoice total"

    • Payment amount is different from invoice amount (partial payment, overpayment, etc.)
    • Solution: This is often normal for partial payments—confirm matching is correct and post

    "Posting account not configured"

    • Business Central is missing bank or posting account setup
    • Solution: Ask your BC administrator to configure payment posting accounts

    "Permission denied"

    • Your user doesn't have permission to post payments
    • Solution: Ask your BC administrator to grant posting permissions

    "General ledger account is inactive"

    • The account CPM is trying to post to is closed or inactive
    • Solution: Ask your BC administrator to activate the account or reconfigure posting accounts

  5. Address the specific error using the solutions above

What to do:

  • Most errors require either fixing Business Central configuration or manually correcting the transaction
  • Permission and configuration issues need BC administrator help
  • Matching issues you can often fix yourself (see Step 4B)

Step 7: Check CPM Feed Logs for Sync Errors

If you're seeing a pattern of missing payments, let's look at what's happening during the sync.

  1. Go to CPM > Feed Logs (or Logs > Transaction Feed, depending on version)

  2. Find recent logs for Stripe

  3. Look at the Status column

    • What does it show? (Success, Error, Warning, Partial, etc.)

  4. Click into any error logs to see what went wrong

  5. Look for recurring patterns:

    • Same error repeating? (System issue)
    • Different errors each time? (Configuration problem)
    • Errors during specific times? (Rate limiting or scheduled maintenance)

Common feed errors:

  • "Rate limit exceeded" - You've synced too many times too quickly; CPM will retry automatically
  • "Connection timeout" - Stripe didn't respond in time; this is usually temporary
  • "Authentication failed" - Your Stripe authorization has an issue (see Step 5)
  • "Webhook delivery failed" - Real-time notifications from Stripe aren't reaching CPM (configuration issue)
  • "Field mapping error" - A required field from Stripe isn't mapping correctly to Business Central

What to do:

  • Rate limiting: Usually resolves on its own; no action needed
  • Connection timeout: Temporary; will retry on next scheduled sync
  • Authentication failed: Re-authorize your Stripe connection (Step 5)
  • Webhook or mapping errors: Contact support

Prevention: Avoid Payment Sync Problems

Here's how to keep payments flowing smoothly from Stripe to Business Central.

At Setup

  1. Configure CPM completely before going live

    • Set up posting accounts in Business Central
    • Test Stripe authorization thoroughly
    • Configure the sync frequency (hourly for most businesses)

  2. Map customer data correctly

    • Make sure Stripe customer names/emails match Business Central customers
    • Or set up automatic customer creation from Stripe
    • Test with sample transactions

  3. Test with sample payments

    • Process test transactions through Stripe
    • Watch them flow through CPM
    • Verify they post to the correct customer and invoice

  4. Set payment matching rules

    • Some businesses want auto-match only when amounts are exact
    • Others prefer manual review of all payments
    • Configure based on your risk tolerance and volume

Ongoing

  1. Monitor feeds monthly

    • Look for error patterns
    • Address recurring issues proactively

  2. Process the transaction worksheet weekly

    • Don't let payments sit in "Pending Match"
    • Review and post manually if auto-match fails

  3. Reconcile monthly

    • Match Stripe totals to Business Central posting
    • Catch discrepancies early

  4. When authorization expires (usually annually)

    • Re-authorize before payments stop flowing
    • Set a calendar reminder

Special Cases

"Some Payments Show in Stripe But Not in CPM Worksheet"

  1. Check if those transactions have a specific characteristic (payment method, customer type, amount range)
  2. Review feed logs for errors during those specific times
  3. Check if CPM automation was paused during that period
  4. If payment doesn't appear after 24 hours, contact support with transaction IDs

"Payments Are Posting But Going to Wrong Customers"

  1. Review Stripe customer information—is it matching correctly?
  2. Check if you have duplicate customers in Business Central
  3. Review CPM matching rules to understand how it's matching
  4. Consider manual review process until matching improves

"Transaction Worksheet Is Growing Faster Than Payments Post"

  1. You might have a manual posting bottleneck
  2. Review if you can automate posting for exact-match amounts
  3. Batch process the worksheet weekly
  4. If volume is too high, consider higher posting frequency

"Payment Posted But Doesn't Match Customer Account"

  1. Verify the payment actually posted (check Business Central customer ledger)
  2. If it posted to the wrong account, you may need a manual correction
  3. Check if there was a matching issue during sync
  4. Contact support if you're seeing a pattern

Error Messages You Might See

"CPM Stripe connection is not authorized"

Means: Your Stripe API connection has expired or been revoked.

Fix: Go to CPM Settings > Stripe Authorization and re-authorize your Stripe account.

"Unable to post payment—invoice is fully paid"

Means: The system is trying to post a payment to an invoice that already has full payment.

Fix: Check if this is a duplicate payment or a credit. Manually select the correct invoice or create a credit memo if appropriate.

"Payment amount exceeds invoice total by X amount"

Means: The payment is more than the invoice owes.

Fix: This could be a partial payment, overpayment, or credit. Verify the amount is correct and decide how to apply it (use CPM's multi-invoice or credit functionality).

"Stripe webhook not received"

Means: Real-time notifications from Stripe aren't reaching CPM.

Fix: Contact your Business Central administrator to check webhook configuration. Manual syncs will still work; real-time updates are just delayed.

Still Stuck?

You've worked through all the steps and payments still aren't syncing or posting correctly? Let's dig into the specifics.

Have this ready when you reach out:

  • A specific Stripe transaction ID that has the issue
  • The transaction amount
  • The customer name and Business Central customer ID (if you have it)
  • Current status in CPM Transaction Worksheet (or whether it appears at all)
  • Any error messages you're seeing (screenshot is helpful)
  • When this started happening
  • Whether this affects all payments or just specific ones
  • Recent CPM Feed Logs showing errors

Submit a Support Ticket with this information, and our team will investigate what's preventing the sync or posting.

Related Articles

Last updated: November 2025