When a customer can't pay with your link, the cause is usually the link itself (it expired or was deactivated), the account (not yet active), or the customer's payment method. Rule them out in that order.
Quick checks
- Open the link yourself in a private browsing window.
- Check the link's status in the Conekta Panel: active, expired, or deactivated.
- Confirm that your account is approved for live charges.
Causes and solutions
- The link expired
Links have a validity period set when they're created. Create a new one and share it; the old link can't be reactivated.
- The link was deactivated
Someone on your team may have deactivated it manually. Check in the Conekta Panel who changed it, and create or reactivate the link as appropriate.
- The account isn't active
If your account is still under review, live charges are disabled. Check your account status.
- The customer's payment is declined
The link works, but the customer's payment method fails. Suggest they try another card or another method; the typical causes are in Why a payment was declined.
- Temporary service issue
Rare, but possible. Check the status of Conekta's services and try again in a few minutes.
Can I reuse a link that has already been paid?
It depends on the link's settings: single-use links close once the payment is received. For a new charge, the clearest option is to generate a new link.
Is the link still not working?
Share with Support the link's URL, the status you see in the Conekta Panel, and a screenshot of the error your customer sees.