1st Common Issue: Cancel Flow Not Appearing
You implemented the code in your cancel button. However, when you click on it, you can't see anything.
1. Check the Console for Errors
Open your browser's developer tools (F12) and look for these common errors:
window.churnkey is undefined
Check if Churnkey's script referred to in the Quick Step Guide is loading properly. If you don't any message, you can proceed checking for Network Errors.
Network errors
In network tab, you must filter for "embed". Then you'll be able to find the requests done by our script. If working correctly, two requests are done:
- POST. Returning status 200
- OPTIONS. Returning status 204
If any of them fail check for any error message in the requests.
2. CSS/Visual Issues
Considering you had no error in the console and in the requests, the Churnkey's modal is probably loaded but hidden behind other elements. In this case, you can implement this CSS to bring the modal to the front.
#ck-app .ck-modal-container { z-index: 999 !important}
Keep in mind that this is not a definitive solution. Ideally, you must review your CSS implementation and make sure to avoid any conflicts.
2nd Common Issue: "Sorry, something went wrong." Message
From here, the basic script integration is done. However, you're not able to go through the error message.
1. Verify the Customer's Data
Use our Sample Implementation
The goal here is to check if the customer you're using is eligible to see the Cancel Flow.
Open our reference code.
Enter your customer's information.
If it works, the customer is eligible and you must follow the 2nd step of the troubleshooting (Check the Initialization's parameters).
If it fails here too, verify the customer. He must have an active subscription.
2. Check the Initialization's parameters
Environment Mismatch
modemust match the customer's environment on your payment providerMake sure to use the correct API key according to the environment
HMAC Authentication
Check the HMAC hash generated. In our sample code, we print the HMAC hash used so that you can compare it with yours.
Required Parameters
Parameter | Example & Explanation | Required |
subscriptionId | sub_1QhH8dA3np33huFNTj4TtZN3 Not mandatory, but recommended if customers can have multiple subscriptions at the same time | No |
customerId | cus_QuqH26MomlIEbF Customer's unique identifier | Yes |
authHash | add3c29976b3c07e0fafe03042c134143df769867ea222d8cfe287aa13d789e8 | Yes |
appId | 8y46gcx3a Obtained in your Churnkey's dashboard. Settings > Organization > Scroll down to Cancel Flow API Keys | Yes |
mode | live | test Based on the customer's environment | Yes |
provider | stripe | Yes |
3. Cancel Flow Configuration
Make sure to have at least your Primary Cancel Flow active on your Churnkey's dashboard.
Open your Churnkey dashboard
Verify at least one Primary Cancel Flow is active
Need Support?
If after following our guide you still need, get in touch with us via chat in the platform or directly via email at [email protected].
To make it easier for us to help you, gather the following information before opening a ticket:
Your implementation code
The customer ID and subscription ID being tested