7. Troubleshooting & FAQs
This section covers common issues you might run into while using Zplit and how to fix them.
7.1 My client’s payment failed or was declined
What’s happening?
Most payment failures come from the client’s bank or card issuer, or from Stripe’s fraud checks.
What to do?
Ask your client to:
Double-check their card number, expiry date, and CVC.
Try a different card or payment method if available.
Contact their bank to confirm the transaction isn’t being blocked.
You can always:
Generate a new Zplit link for the same client and amount.
Or, if needed, create a new split with updated details.
If payments continue to fail, check your Stripe dashboard for more detailed decline codes.
7.2 A collaborator didn’t receive their payout
Payouts are only routed to collaborators who have completed Stripe onboarding.
Before anything else, confirm:
The client’s payment shows as successful in your Zplit and Stripe dashboards.
The collaborator has:
Completed Stripe onboarding, and
Connected a valid bank account in Stripe.
If those look good:
Check the collaborator’s payout schedule in Stripe. Their funds may be in their Stripe balance and scheduled for payout on a future date.
Make sure the collaborator’s share was included in the split configuration and percentages total 100%.
If the funds appear in your Stripe account but not the collaborator’s, contact support with:
The Zplit reference,
The client payment ID from Stripe, and
The collaborator’s email.
7.3 I can’t connect my Stripe account
If you see an error when connecting Stripe:
Verify you’re using the correct Stripe login for your business.
Check that Stripe is available in your country and that your business type is supported.
Make sure you complete all requested information during Stripe’s onboarding (KYC/KYB).
If you still can’t connect, try:
Using an incognito/private browser window, or
Logging directly into Stripe first, then returning to Zplit and reconnecting.
If Stripe declines your account, they’ll usually send an email explaining why or asking for more information.
7.4 My percentages don’t add up
Zplit requires that the total of all collaborator percentages equals 100%.
If you’re getting an error:
Check for small rounding differences (e.g., 33.3 + 33.3 + 33.4).
Make sure you haven’t accidentally added someone twice.
Adjust the smallest shares until the total is exactly 100%.
7.5 Can I reuse a Zplit link for multiple payments?
No. Each Zplit link is designed for one client payment tied to one project or invoice. If you need another payment (for example, a new project or a second installment), create a new split and generate a fresh Zplit link.
7.6 What happens if I cancel or refund a payment?
Refund decisions are the responsibility of the organizer, who controls the relationship with the client. Zplit does not determine whether a refund is owed.
If a refund is approved, Zplit may facilitate the refund through the original payment flow. Approved refunds are generally processed in full to the original payer.
If payouts have already been distributed, Zplit may also trigger reversal of those previously distributed amounts through Stripe, subject to Stripe’s capabilities and rules.
Non-refundable payment processing fees, platform fees, and any other unrecoverable amounts remain the responsibility of the organizer. Zplit may require written confirmation or additional documentation before reviewing a refund request.
For more details, please see our Terms and Conditions.