Troubleshooting

A product doesn't take a deposit

• Check that Take deposits at checkout is ticked under WooCommerce → Depositline.
• Check the product's General tab, its variation and its categories: the most specific setting wins, so a variation or product set to No deposit overrides a category or the store-wide deposit. See Setting up deposits.
• A deposit needs an amount: a percentage below 100% or an amount above 0.
• Is the product a Preorderline pre-order? Pre-orders never take a Depositline deposit.
• Is another deposits plugin active? Depositline is paused then (see below).
• Clear your page cache (caching plugin or host) and reload the product page.

The admin says "Depositline is paused while … is active"

Another deposits plugin is active. Both change the same order totals and statuses, so Depositline takes no deposits and collects no balances until it's gone. Deactivate it under Plugins and Depositline starts again. The notice says whether Depositline can import that plugin's settings and open balances (WooCommerce Deposits, by WooCommerce or by Webtomizer): see Importing from another deposits plugin.

The checkout doesn't offer "Pay in full now"

The choice only appears when the cart has an item set to Deposit, or pay in full at checkout. Items set to Deposit required always take the deposit.

The checkout says "Part of the tax … is paid today"

With Tax and shipping set to Paid with the balance, a balance can't be more than the products, other fees and shipping before tax; that's how WooCommerce totals work. When the deposit is smaller than the tax that goes with the balance, the difference is paid today. A larger deposit, or Paid with the deposit, avoids it. See Deposits at checkout.

The order is On hold, not Partially paid

That's WooCommerce waiting for a payment such as a check or a bank transfer. When the deposit arrives, change the order's status to Partially paid and click Update: the balance order is made then.

An order with a balance can also be On hold because the balance is overdue and Still unpaid after that is set to Move the order to On hold. Its notes say so.

There's no balance order

The balance order is made when the deposit is paid, so an unpaid order doesn't have one yet: its Deposit box says "The balance order is made when the deposit is paid." Marking the order Partially paid, Processing or Completed by hand counts as the deposit being paid: the balance order is made, and the order is Partially paid until the balance is paid.

A customer didn't get a reminder

• Check the deposit order's Deposit box for Next reminder or charge, and the balance order's notes for what was sent.
• Under WooCommerce → Depositline → Reminders, Before the due date set to 0 sends no early reminder, and When it's overdue set to 0 sends none after the due date. The link on the due date always goes out, unless the saved card was charged.
• The reminders are WooCommerce's "Order details" email with Depositline's subject and text, so they look like your other WooCommerce emails.
• Reminders run through WooCommerce's scheduled actions. Under Tools → Scheduled Actions, search for depositline: past-due actions that stay pending mean WordPress's scheduled tasks aren't running on your site; ask your host to set up a real cron job.
• If your site doesn't send emails reliably, use an SMTP plugin.

The saved card wasn't charged

• The customer must have ticked Charge the balance to my saved card when it's due at checkout. The order's Deposit box says whether they did.
• Saved cards must be on under WooCommerce → Depositline on the due date, and the WooCommerce Stripe Gateway active and enabled. With it off, customers who agreed get the payment link instead.
• The charge runs at 9:00 on the due date. If it fails, the balance order's notes and its Deposit box say why, and the customer gets the payment link. Try again with the order action Charge the balance to the saved card.

Reminders stopped while Depositline was off

Nothing is collected while Depositline is deactivated or paused by another deposits plugin. When it's active again, each open balance picks up where it was: a step that came due in the meantime runs straight away, and orders whose balance was paid in the meantime move on to Processing. See Reminders and overdue balances.

A refund is refused

Each order refunds what was paid on it. Refund the deposit on the deposit order and the balance on the balance order. An unpaid balance order can't be refunded. See Deposit and balance orders.

Still stuck?

Deactivate other plugins one at a time to rule out a conflict, then contact us with what you expected and what happened instead.