If your offer will not let you sell in DMs, or a sale is not completing, it usually traces back to your payment setup. Work through these.
Stripe isn't connected
Selling directly in DMs runs through Stripe. If it is not connected, the direct-sale options stay locked.
Fix: connect Stripe in Settings → Integrations. See Connect Stripe to get paid for offers.
Stripe is connected but shows "Action needed"
Connected is not always ready. If your Stripe account cannot actually charge customers yet, Cloziq shows an amber Action needed note on the Stripe card in Settings and on the offer's Payment & Delivery step. The usual causes are a missing business name in Stripe or unfinished Stripe onboarding.
Fix: do the thing the warning names, in your Stripe dashboard. The warning clears on its own once Stripe is ready.
Your support email isn't set
To sell directly in DMs, you also need a support email on your business identity, so buyers always have a way to reach you.
Fix: add one in Settings → Business Identity. See Set your business identity.
The buyer says the link doesn't work
Good news: this one mostly fixed itself. Checkout links your agent sends stay alive; if a prospect clicks a days-old link, it opens a fresh, valid checkout rather than an expired page. If a specific buyer still reports a dead link, ask them to tap the most recent one in the thread, and check the conversation in Contacts to see what was sent.
The sale shows as Pending
Some payment methods take a while to settle. A sale sits at Pending until the money actually lands, then flips to Completed on its own. Nothing to fix; the buyer has paid, and the confirmation is in flight.
The offer uses an external checkout
If your offer uses an External Checkout Link, the payment happens on that page, not in Cloziq, so it will not appear in your Cloziq earnings. That is expected. If you meant to sell through Cloziq, switch the offer to Sell directly in DMs.
Where the conversation comes to rest depends on how the link was sent. When a sales agent worked the conversation and handed over the link, it stays at Awaiting Purchase. When an initiative sent the link directly, with no agent involved, it finishes at Link Sent, because handing over the link was the whole job.
A sale went through on Stripe but never appeared in Cloziq
If you have more than one Stripe account connected and a completed sale never showed up, with no delivery email and no confirmation DM, that was a bug on our side and it was fixed on 26 July 2026. One account's checkout could be claimed by another connection and dropped.
If it happened to you before that date, contact us from the chat with the Stripe payment reference and we will get the sale recorded.
If a checkout could not be created at all
On the rare occasion Cloziq cannot create a checkout link mid-conversation, the agent does not pretend: the contact is flagged Needs Human Intervention and you get a notification. That flag plus an "Action needed" on Stripe is your cue that the fix is in Settings → Integrations.
Still stuck?
If Stripe is connected and ready, your support email is set, and a specific sale still failed, reach out from the chat with the buyer and the time, or use Report a Bug in Settings, and we will look into the specific sale with you.