Troubleshoot subscription and webhook updates | Pixie CRM Help Centre
Canonical: https://pixiecrm.com/help-centre/troubleshoot-subscription-and-webhook-updates
Publisher: Pixie Technologies LLC

How-to guide
Troubleshoot subscription and webhook updates

Pixie CRM guidance. Follow the route for your workspace, check your role and enabled modules, and verify the result before moving on.

Diagnose missing status changes, failed charges and webhook or cron communication problems.

Audience: Administrator; Feature: Subscription; Permission-aware; 

Where to goSubscriptions / Gateway dashboard / Cron

Before you startThe screen or action may be hidden when your role lacks permission, the related module is inactive, or a required setting has not been configured. Ask an administrator to review access rather than using another person’s account.

What this guide helps you do

Diagnose missing status changes, failed charges and webhook or cron communication problems. Pixie CRM keeps the result connected to the relevant customer (https://pixiecrm.com/help-centre/topic/customer), staff member and operational history where the feature supports those relationships. That connection is important for search, reporting, client portal (https://pixiecrm.com/help-centre/topic/client-portal) visibility and future automation.

Follow these steps

- Go to the affected area: Subscriptions / Gateway dashboard / Cron.

- Capture the exact record, user, time, status and message involved; avoid changing multiple settings at once.

- Check (https://pixiecrm.com/help-centre/topic/check) user permissions, record assignment and active/inactive status first.

- Verify required configuration such as SMTP, cron, gateway credentials, webhook URL or contact permissions.

- Check activity, email (https://pixiecrm.com/help-centre/topic/email), pipe or gateway logs available in Pixie CRM and the connected service (https://pixiecrm.com/help-centre/topic/service).

- Retest with a controlled record after correcting one identified cause.

- Escalate with the captured evidence if the issue remains; do not expose credentials or personal data in screenshots.

Settings to check

Customer (https://pixiecrm.com/help-centre/topic/customer)Check this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.

Subscription nameCheck this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.

Amount and currency (https://pixiecrm.com/help-centre/topic/currency)Check this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.

Billing intervalCheck this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.

Tax (https://pixiecrm.com/help-centre/topic/tax)Check this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.

Payment (https://pixiecrm.com/help-centre/topic/payment) gatewayCheck this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.

Checks before you finish

- Verify gateway credentials in test mode.

- Confirm the customer (https://pixiecrm.com/help-centre/topic/customer) email (https://pixiecrm.com/help-centre/topic/email).

- Review webhook and recurring payment (https://pixiecrm.com/help-centre/topic/payment) status after checkout.

- Check (https://pixiecrm.com/help-centre/topic/check) whether the result should be visible to a customer contact (https://pixiecrm.com/help-centre/topic/customer) or only to staff.

- Confirm the final status, activity entry, generated document or notification (https://pixiecrm.com/help-centre/topic/notification) before leaving the record.

Permission and data safetyDeletion, refunds, signature clearing, module changes, payment (https://pixiecrm.com/help-centre/topic/payment) configuration and privacy actions can affect linked records or legal history. Use the least destructive action available and follow your organisation’s approval (https://pixiecrm.com/help-centre/topic/approval) process.

Browse connected topics:payment (https://pixiecrm.com/help-centre/topic/payment)check (https://pixiecrm.com/help-centre/topic/check)tax (https://pixiecrm.com/help-centre/topic/tax)currency (https://pixiecrm.com/help-centre/topic/currency)approval (https://pixiecrm.com/help-centre/topic/approval)service (https://pixiecrm.com/help-centre/topic/service)client portal (https://pixiecrm.com/help-centre/topic/client-portal)notifications (https://pixiecrm.com/help-centre/topic/notification)email (https://pixiecrm.com/help-centre/topic/email)customers (https://pixiecrm.com/help-centre/topic/customer)

Related guides

Configure online payment gateways (https://pixiecrm.com/help-centre/configure-online-payment-gateways)Edit and synchronise a subscription (https://pixiecrm.com/help-centre/edit-and-synchronise-a-subscription)Cancel or resume a subscription (https://pixiecrm.com/help-centre/cancel-or-resume-a-subscription)Troubleshoot missing client portal sections (https://pixiecrm.com/help-centre/troubleshoot-missing-client-portal-sections)Deactivate or delete a customer safely (https://pixiecrm.com/help-centre/deactivate-or-delete-a-customer-safely)