Troubleshooting Payment and Checkout Errors | TinyTax Support

Troubleshooting Payment and Checkout Errors

Troubleshooting Payment and Checkout Errors

If you see an error when clicking the Subscribe or Pay button in TinyTax, this guide explains what to do.

"Payment System Error" or Unexpected Checkout Errors

Occasionally, our payment processor (Stripe) may return an error when attempting to create your checkout session. This is usually a temporary issue.

What to do:

  1. Wait a few minutes, then try again — most payment errors are transient and resolve quickly
  2. Try a different browser or clear your browser cache
  3. If the error persists after a few attempts, contact us at hello@tinytax.co.uk and we will investigate
ℹ If you refreshed the page or went back, your filing figures are saved — you do not need to re-enter anything. Just click Subscribe again from the preview page.

"Tax ID Collection" Error

If you see an error mentioning `customer_update[name]` or "tax ID collection", this is an internal payment processor error that should not normally be visible. It is always temporary.

What to do: Wait 5 minutes and try again. This error resolves on its own.

Checkout Page Does Not Load

If clicking Subscribe does not redirect you to the Stripe checkout page:

  1. Check your browser is not blocking pop-ups or redirects
  2. Disable any ad-blocker or privacy extension temporarily
  3. Try an incognito/private browsing window
  4. If still not working, contact us at hello@tinytax.co.uk

Payment Went Through But Subscription Not Active

If you completed payment but TinyTax still shows the Subscribe button:

  1. Wait up to 2 minutes — subscription activation can take a moment
  2. Refresh the page
  3. If still not active after 5 minutes, check your Account Settings to confirm your subscription status
  4. Contact us at hello@tinytax.co.uk with your payment receipt and we will activate it manually

Common Questions

I was charged but got an error — was I billed?

If you saw an error BEFORE completing the Stripe checkout (i.e., you never reached the payment form), you were not charged. If you completed checkout and then saw an error, check your Account Settings. You can also check your bank statement — Stripe charges appear as "STRIPE*TinyTax" or similar on your bank statement.

I got a receipt email but my subscription is not showing

This is rare but can happen if the webhook confirmation is delayed. Wait 10 minutes and refresh. If still not resolved, contact us at hello@tinytax.co.uk with your receipt number.

Was this guide helpful?