An order passes through two separate money gates, and resellers often check only one. Stripe collects payment from your customer. Your OpenSRS account balance pays the registry for the domain. An order fails if either gate is shut, which is why "my Stripe account is fine" does not rule out a payment problem.
When Stripe looks healthy and orders still fail, the OpenSRS balance is a good place to investigate.
Before you start
Open the order in Storefront Manager and have your Reseller Control Panel available. You need both, because the two gates are checked in different places.
Step 1: Read what the order status is telling you
Each status points at a different cause, so start here rather than assuming the order simply failed.
Failed means the domain registration did not complete. Stripe may still have captured payment before the failure. See The customer was charged but the order failed below.
Pending usually means a domain transfer is still in progress. Transfer timelines vary by TLD and registry, so a few days is normal. Contact OpenSRS Support if a transfer has been pending for more than 7 days.
Partially Completed means at least one item in the order succeeded and at least one did not. Open the order's Order Items tab to see which domains or add-ons failed. Your customer was charged only for the items that completed, and failed items are never captured. Tell the customer this directly, because a partially completed order looks like an overcharge from their side.
Step 2: Check your OpenSRS account balance
This is the gate that pays the registry, and a low or zero balance is the most common cause of failing orders.
Check your balance in the Reseller Control Panel. Your balance must stay above $10 to keep your Storefront active, and orders fail once the balance cannot cover a registration. If the balance is low, add funds and ask the customer to retry.
Fund additions process immediately, so there is no waiting period before retrying an order.
The Check Funds button only appears on your dashboard when your balance is below $25. Its absence does not mean your balance is healthy. Add funds through the Reseller Control Panel at any time.
If orders still fail after you have topped up, the balance was not the cause. Move to step 3.
Step 3: Check your Stripe connection
This is the gate that collects from your customer.
Open Settings → Payments in Storefront Manager and confirm your Stripe status shows Complete. Any other status means checkout cannot collect payment, and your Storefront will not activate.
If you connected Stripe but never finished the setup, a banner appears on your Storefront dashboard. Click it to return to the payments setup, or go to Settings → Payments → Connect Stripe.
If you expected a Connect Stripe button and see an account status instead, Stripe is already connected. Use Switch Stripe Account to change which account receives payments.
The customer was charged but the order failed
Open the order's Transactions tab. A capture with no matching void or refund means Stripe took the payment before the registration failed.
Do not refund this from Stripe directly. Contact OpenSRS Support with the Order ID so the capture can be investigated and reconciled against the failed registration.
You cannot find the order at all
Search by Order ID, customer name, username, email address, or Stripe payment intent in global search.
If the order still does not appear in the orders table, a filter is probably hiding it. Status and currency filters hide every order that does not match. Select Clear in the Filters dropdown and look again. The same applies to exports, which only contain what the table is currently showing.
When to contact OpenSRS Support
Contact OpenSRS Support when your balance is funded, Stripe shows Complete, and orders still fail. Also contact Support for any capture without a matching void or refund, and for transfers pending more than 7 days. Include the Order ID and the domain name.
Related articles
Full Storefront documentation
These troubleshooting articles cover what to do when something breaks. Setup guides, feature documentation and the Storefront API reference all live on the Storefront documentation portal.