# Troubleshooting

> Where Payments via Polar for EDD says what's wrong: the Status line, the Webhook line and EDD's debug log.

## Polar doesn't show at checkout

Look at the **Status** line at the top of **Downloads › Settings › Payments › Polar**. It names the reason. Polar is hidden while:

- the current mode's **Access token** or **Webhook secret** is missing (live, or sandbox while EDD's test mode is on);
- Polar can't charge in your store's currency;
- it isn't switched on under **Active Gateways**.

## An order stays pending after the customer paid

Polar's webhook didn't reach your site. The **Webhook** line shows when Polar last reached it, or that a delivery was turned away: copy the secret from Polar again. The check 15 minutes after checkout completes paid orders even without the webhook. See [Webhooks](/docs/payments-via-polar-edd/webhooks/).

## An order is on hold

Polar charged a different amount from the order total. The order's note gives both amounts. See [When the amounts don't match](/docs/payments-via-polar-edd/tax-and-refunds/#when-the-amounts-dont-match).

## A shopper sees Polar's page instead of the window

Embedded checkout falls back to Polar's page when your site's address isn't listed under **Settings › Preferences › Embedding** in that Polar organization, when the site isn't on HTTPS, or when the window doesn't load in time. See [Embedded checkout](/docs/payments-via-polar-edd/embedded-checkout/).

## Where errors are logged

In EDD's debug log, **Downloads › Tools › Debug Log**. When you email support, include the lines around the problem, and never the access token or webhook secret.

Checked against Payments via Polar for Easy Digital Downloads 1.0.0 on main, 19 October 2026.