When Checkout doesn't appear, stays blank, or customers can't complete payment, the cause is usually in one of four areas: the integration configuration, the customer's browser, your account status, or the payment method. Check them in this order.
Quick check
Before investigating your side, rule out a general incident at status.conekta.io. If there's an active incident that matches your symptom, all you can do is wait for it to be resolved.
Causes and solutions
- Checkout doesn't display or loads blank
It's almost always configuration: incorrect keys or keys from the other environment (test vs. production), an order created with invalid data, or a domain not authorized in the integration. Check the browser console — the errors that appear there point to the cause — and validate the configuration against the technical documentation.
- It only fails in some browsers or devices
Ask the customer to try another browser or incognito mode. Content blockers, disabled cookies, or very old browser versions can prevent the payment page from loading. If the pattern repeats in a specific browser, report it to Support including the version and device.
- Checkout loads, but declines every payment
Check your account status in the Conekta Panel: an account under review or with restrictions doesn't process real charges. Also confirm that you're using production keys — operations with test keys never actually charge.
- Only one payment method fails
Confirm that the method is enabled on your account and offered in the order. If it's a card and the decline comes from the issuing bank, it's not a Checkout problem: see Why a payment was declined.
Information for escalating
- The URL where the problem occurs and the exact time of the attempts.
- IDs of the affected orders or operations.
- Browser, device, and screenshots of the error (including the console if possible).
- Which checks from this guide you've already done.