A payment method has stopped taking orders

TruSync emails you when one of your payment methods stops producing orders while the rest of your store keeps selling normally. It usually means that payment option has disappeared from your checkout — most often because the connection between your store and that payment provider has broken.

This is the one checkout problem that produces no error anywhere. When a gateway disconnects, the option simply stops being offered. Customers don’t see a failure, they just pick a different way to pay, so your total order count barely moves and nothing looks wrong until someone tells you they couldn’t use their card.

What the email means

The email names the payment method, the date its last order came through, and how many orders a week it was taking before that. It also tells you what the rest of the store has been doing, because that is the part you can’t see from your order list: if every other payment method is still taking orders at the usual rate, the problem is specific to this one.

TruSync waits five days before sending it. A busy payment method can go a day or two without an order perfectly normally, and five days of silence on a method that was taking at least five orders a week is the point where a quiet spell stops being a likely explanation.

Check your store’s payment settings first

Open your store platform’s own payment settings — not TruSync’s. This is a storefront problem, not a bookkeeping one: TruSync records what your store tells it, and your store has stopped reporting orders through that method because it has stopped taking them.

• BigCommerce — Settings → Payments. Check the provider is still enabled and still shows as connected.
• Shopify — Settings → Payments. Check the provider hasn’t been deactivated and isn’t showing a “needs attention” notice.
• WooCommerce — WooCommerce → Settings → Payments.
• Wix — Settings → Accept Payments.

A provider whose authorization has expired often still appears in the list and still looks switched on. Open it and confirm it reports a live connection, rather than trusting the toggle.

Then place a test order, or open your own checkout as a customer would, and confirm the option appears.

If you turned it off on purpose, nothing is wrong

TruSync can see that the orders stopped. It can’t see why. Switching a payment method off deliberately, removing it from checkout, or moving to a different payment provider all look exactly the same in the data as a connection breaking.

So if you meant to do it, ignore the email. TruSync won’t mention that payment method again for 30 days, and once it has been gone long enough it stops being treated as an established method at all.

When TruSync won’t send this email

It is deliberately conservative, because an email telling you your store is broken when it isn’t is worse than no email.

• Payment methods taking fewer than five orders a week. Below that, a quiet week and a broken button look identical, and TruSync would rather say nothing than guess.
• When the whole store goes quiet. If your order volume drops across the board, TruSync treats it as a slow period, not a broken payment method.
• When a new payment method appears at the same time. Changing payment providers usually renames the method — “Credit Card - Braintree” becomes “BigCommerce Payments”. TruSync treats a new method appearing in the same few days as a rename or a switch, and stays quiet.
• Payment methods with no name. Some marketplaces don’t tell TruSync how an order was paid for.

Who gets the email

Everyone on Alert Recipients in Settings → Sync Settings for that store. The same list that gets held-order and connection alerts.

Add the person who runs the storefront, not only the person who reconciles QuickBooks — this one needs fixing in your store’s payment settings, which the accountant usually can’t reach. See Sync settings for how the list works.

You can switch these emails off with Exception notifications in the same place.

FAQ

Does this mean orders are missing from QuickBooks? No. Every order your store took has still synced normally. The orders that are missing are the ones customers couldn’t place, and those never existed as orders — so there is nothing to re-sync once you fix the payment method.

Why didn’t TruSync tell me sooner? It waits for five days with no orders at all through that method. On a method taking five to ten orders a week, shorter than that produces false alarms on ordinary quiet stretches.

My order total didn’t drop. How can a payment method be broken? That is the usual pattern, and it is why this check exists. Customers who can’t use one payment method mostly use another rather than abandoning the purchase, so your revenue looks steady while one route to checkout is dead.

I reconnected the provider. Do I need to do anything in TruSync? No, as long as the payment method’s name hasn’t changed. If it now reports under a different name, map the new name in Settings → Payments, or orders will be held as exceptions — see Payment method mapping errors.

Can I change the five-day threshold? Not at the moment. If it is firing in a way that doesn’t suit your store, tell us and we’ll look at it.