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Symptom

The customer completed payment, but your application did not grant access, credits, or the purchased item.

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Likely causes

  • Your server is still waiting for the order.paid Webhook event.
  • Your fulfillment worker received the event but failed before updating the user.
  • Idempotency logic marked a duplicate event as processed too early.
  • The checkout metadata did not include your internal user ID or order ID.
  • Your system checked order status before payment processing finished.

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Check this in Kyren

  • Open Dashboard > Orders and search by order number, customer email, or time range.
  • Confirm the Kyren order status is paid.
  • Compare the order amount, currency, and paid time with your internal record.

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Check this in your server

  • Search your Webhook endpoint logs for the event time and Kyren order ID.
  • Confirm the event handler maps metadata to the correct internal user or order.
  • Check fulfillment retries, queue failures, and database write errors.
  • Make fulfillment idempotent by Kyren order ID or event ID.

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Fix

If the Kyren order is paid, reconcile it against your internal order and re-run fulfillment using your own recovery process. Store internal user IDs in checkout metadata so future events can be matched reliably.

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Contact support if unresolved

Contact Kyren support with the Kyren order number, paid time, amount, currency, and your server log timestamps.