Troubleshooting

My dashboard is empty

Most likely cause: Stripe OAuth hasn't completed yet.

Check in order:

1. Go to Dashboard → Settings. The Stripe section should show Connected. If it says Not connected or Pending, click the connect button and complete the OAuth flow.
2. If you just connected: wait up to 10 minutes. RecoverIQ listens for live webhook events immediately, but the historical backfill of recent failed payments can take a few minutes to finish.
3. If you connected more than 24 hours ago and still see nothing: you may not have any recent failed payments. Check Stripe directly — if your failure rate is genuinely low, there's nothing to recover.
4. Still stuck? Disconnect Stripe from Settings and reconnect. OAuth tokens can go stale; a fresh connection usually fixes it.

An email I expected didn't go out

Common causes, in order of likelihood:

1. The case isn't in an email-eligible state. We only email on Category B (card problem) and Category C (hard decline) failures. Category A soft declines retry silently until the retry budget runs out. Open the case and check which category it's in. See recovery cases.
2. You're on Starter and expected pre-dunning. Pre-dunning is on Growth and Scale only. See billing.
3. The email was sent but landed in spam. Check the case detail drawer — we log sent, opened, and clicked events from Resend. If the email shows sent but no open, it probably delivered and got filtered.
4. The email is scheduled, not sent yet. Dunning sequences are spaced across the recovery window. The second and third emails arrive days apart, not hours.
5. You unsubscribed that customer. Customers who hit the {{unsubscribe_url}} link are suppressed from future emails on that account.

Stripe says paid, RecoverIQ says still open

Stripe's dashboard and RecoverIQ can disagree briefly — webhook delivery isn't instant. Usually the gap closes within minutes.

If it's been more than 30 minutes:

1. Check the case's Stripe invoice ID and verify the invoice is actually paid in Stripe. Sometimes a payment method was updated but the invoice hasn't been re-attempted.
2. Look at Dashboard → Settings → Stripe webhooks (if you're on Scale). A gap in webhook delivery will show here.
3. Email support with the case ID and Stripe invoice ID. We can replay the webhook on our side to sync the state.

"Onboarded: Pending" even though I completed Stripe OAuth

This was a bug in late March 2026 where the OAuth callback wasn't setting the onboarded timestamp. It's been fixed — if you're seeing it after April 16, 2026, reconnect Stripe from Settings and it should flip to Connected.

A retry attempt isn't showing

Check the case detail drawer — all retries are logged there with timestamps and Stripe responses. If the drawer shows the retry but your dashboard tile disagrees, the tile refreshes on page load and the daily metrics job runs nightly. Hard-refresh the page; if the tile still looks off after the next nightly rollup, email support.

Something else?

Email support@recoveriqapp.com with your merchant ID (Dashboard → Settings → Account) and a description of what you expected vs. what you're seeing. We respond within 4 hours during business days.