Katapult Pay Checkout Errors

Katapult Pay Checkout Errors
Published 7/10/2025
Use this page to assist in resolving Katapult Pay errors. These errors
will occur in the Mobile App before the customer presses the “Start
Checkout” button on the green Katapult Pay banner.
 Call Flow: Assurance, Setting the Stage, Required Information
Assurance and Verification
Check for Rejections (Required)
Go to LMS → “Related Apps”
Check for any applications where: 
Status = Rejected &
Created is less than 30 Days old
If there is a rejected applications that meet the above criteria
Inform the customer that they have been rejected by Under Writing and can try again in 30 days
Reference UW Denial Call flow for more information.
If there are no rejected apps that meet the criteria continue with the call flow.
Setting the Stage
Use the below statement in your own words to gain control of the call and set customer expectations.
“I am going to help you complete your checkout today. To do this, I will need to ask you
several questions, confirm some information, and then guide you through the process.
1. Listen and take note of the information the customer provides.
2. Tell them you understand, apologize if needed.
3. Assure them you are going to assist.
4. Tell them you need to verify their profile.
5. Complete Verification
 Let me know when you are ready.”
Gather Required Information
What retailer are you checking out with?
What method the customer using to Checkout (Retailer Website or Katapult Pay)?
Where are they checking out (Mobile App, Wayfair Mobile App, Retailer Website)?
What is the Error?
What is the Cart Total?
What is the most expensive item in the Cart (You need at least the first five parts of the name)?
Once you have all the information continue to the appropriate error below to begin troubleshooting.
 Validating Cart
Overview
"Validating Cart" is not an error message. It is just a message that is displayed while Katapult is collecting
and verifying that information so it can be sent to the Katapult Checkout Flow.
This Error usually means that the customer did not make it to the enter payment page portion of the
checkout, and the Katapult Pay process was never initialized/triggered. Please follow the steps below to
attempt to resolve this situation.
Troubleshooting Steps
Check Retailer Uses Katapult Pay
Make sure that the retailer is available with Katapult Pay. Not all retailers are eligible to use Katapult Pay even
though they are in the Katapult Mobile App. 
Guide the Customer Yourself
1. If the retailer is not eligible for Katapult Pay, instruct check out via the retailer's normal checkout and
select Katapult when they get the payment portion of the checkout process.
2. If they cannot find the option for Katapult , please check in LMS to see if the retailer is currently Active.
3. If the Retailer shows Active in LMS please post to the Technical Support Channel (see below for
template).
1. Even if the customer says they already took these steps, ask them to go through them again.
2. Instruct the customer to close the app and then open it back up.
3. Walk the customer through the checkout process.
a. Utilize the appropriate retailer walkthrough (See side menu).
b. If the retailer does not have a walkthrough listed, then walk the customer to the payment page in
the retailer's checkout flow and make sure they select the “debit/credit” option (If the customer is
using Amazon, please repeat the Amazon specific steps listed in the walkthrough).
4. Have the customer wait at least 30 seconds before going to the next troubleshooting option.
Check for Non-Leasable Items
Post to the Tech Support channel
If none of the above steps resolve the customer's issue, then you should post to the Technical Support Channel
in Slack using the format below. 
Tech support will post any non-leasable items
You will need provide approval for any leasable items based on Leasable Items vs. Non-Leasable
Items
If you need assistance determining if an item is leasable, tag @colorlist
Blank Template Example Post
COG: 
Retailer: 
Checkout Method: 
Error Message: 
Item: 
Cart Total:
Additional Info: 
COG: 8675309
Retailer: Amazon
Checkout Method: Mobile App Katapult Pay
Error Message: Something Went Wrong
“Something unexpected happened”
Item: Scooby Doo Limited Edition Scooter
Cart Total: $1500.89
Additional Info: Last step was clicking Checkout
Now. This is the 4th
call today
a. If another error pops up, then follow the steps for that error.
1. Inform the customer you need to review the items in the cart.
2. Utilize the Leasable Items vs. Non-Leasable Items List to review the most common non-leasable items.
3. Have the customer remove any non-leasable items from the cart.
a. Inform the customer that these items are not leasable, and the customer would have to pay for
them upfront before completed the lease. This would increase the amount to due today, and it is
possible the items are preventing them from checking out
4. Once the items are removed then, have the customer go back to the retailer's payment page and select
the “debit/credit” option (If the customer is using Amazon, please repeat the Amazon specific steps
listed in the walkthrough).
5. If the error persists, post to the Technical Support Slack channel using the template below.
Error - Name/Phone/Address/Zip Is Not Correct
Overview
This Error indicates that we are receiving the customer's name, phone number, address, or zip code in an
incorrect format from the retailer's website. Katapult Pay also does not verify if the address is valid,
though most retailers check for this themselves. 
We do not know if this customer has a Katapult profile yet, so this error is not related to any information
we have on file. However, they will eventually need to make sure the address on the profile and retailer
are the same.
Troubleshooting Steps
Check the Format of the Customers Information (Name/Phone/Address/Zip) in the Error
Post to the Tech Support channel
If none of the above steps resolve the customer's issue, then you should post to the Technical Support Channel
in Slack using the format below. 
Blank Template Example Post
COG: 
Retailer: 
Checkout Method: 
Error Message: 
Item: 
Cart Total:
Additional Info: 
COG: 8675309
Retailer: Amazon
Checkout Method: Mobile App Katapult Pay
Error Message: Something Went Wrong
“Something unexpected happened”
Item: Scooby Doo Limited Edition Scooter
Cart Total: $1500.89
Additional Info: Last step was clicking Checkout
Now. This is the 4th
call today
1. Have the customer provide you the information.
a. You should have them read each letter or digit
b. Have them correct any errors found.
2. Ask the customer to manually reenter their information on the retailer site.
a. This may mean they have to edit their profile information.
3. If the Retailer shows Active in LMS please post to the Technical Support Channel using the template
below.
 Error - Billing and Shipping Do Not Match
Overview
This Error indicates that the customer has different addresses for Billing and Shipping.  If they are
receiving this error, they need to either select the checkbox, “Same as Shipping” or they need to manually
update the addresses to match. The address should match the one on the customer's preapproval (though
this is not the reason for the error).
Troubleshooting Steps
Check the Delivery Method
1. Ask the customer how they are receiving the merchandise.
2. If all merchandise delivery method is “Store Pick Up” or “Curbside Pick Up”
a. Post to the Technical Support Channel (see below for template).
i. In the “Details” Section of the post state: All Items are “Store Pick Up” delivery method
Review and Update Address on the Retailer Website
Post to the Tech Support channel
If none of the above steps resolve the customer's issue, then you should post to the Technical Support Channel
in Slack using the format below. 
Blank Template Example Post
COG: 
Retailer: 
Checkout Method: 
Error Message: 
Item: 
Cart Total:
Additional Info: 
COG: 8675309
Retailer: Amazon
Checkout Method: Mobile App Katapult Pay
Error Message: Something Went Wrong
“Something unexpected happened”
Item: Scooby Doo Limited Edition Scooter
Cart Total: $1500.89
Additional Info: Last step was clicking Checkout
Now. This is the 4th
call today
1. Ask the customer to ensure the shipping and billing address match exactly.
a. Review them with the customer.
2. If the customer insists the addresses match.
a. Post to the Technical Support Slack Channel (see below for template).
i. In the “Details” Section of the post state: Please let me know what address we are getting for
shipping and billing.
 Error - Cart Not Valid: Item Not Eligible
Overview
This is the easiest of the Cart Not Valid errors. It specifies precisely what must be removed from the cart to
the customer.
Troubleshooting Steps
Remove the Item from the Cart
1. Instruct the customer to remove the item from the cart.
a. These items are generally blacklisted items that will never be leasable with Katapult. As such there
is no need to post the Color-List Slack Channel, because these items have already been denied.
Error - Cart Not Valid: Must be Between $150 & $3000
(Min/Max)
Overview
Katapult has a minimum cart total of $150 and a maximum cart total of $3000 before any coupons and
discounts, not including shipping fees.
Please note, some retailers may have a minimum cart total of $50. You will still follow the same steps
outlined below. 
Troubleshooting Steps
Verify the Customer's Cart Total
1. Verify the cart total for the customer
a. If the cart total is below $150 (or $50 depending on the retailer), inform them they need to add
leasable items to the cart.
Check for Non-Leasable Items
Post to the Color-List channel
If none of the above steps resolve the customer's issue, then you should post to the Color-List Support Channel
in Slack using the format below. 
Tech support will post any non-leasable items
You will need provide approval for any leasable items based on Leasable Items vs. Non-Leasable
Items
If you need assistance determining if an item is leasable, tag @colorlist
Blank Template Example Post
COG: 
Retailer: 
Checkout Method: 
Error Message: 
Item: 
Cart Total:
Additional Info: 
COG: 8675309
Retailer: Amazon
Checkout Method: Mobile App Katapult Pay
Error Message: Something Went Wrong
“Something unexpected happened”
Item: Scooby Doo Limited Edition Scooter
Cart Total: $1500.89
Additional Info: Last step was clicking Checkout
Now. This is the 4th
call today
b. If the cart total $4500, inform them they must remove some items from the cart.
1. Inform the customer you need to review the items in the cart.
2. Utilize the Leasable Items vs. Non-Leasable Items List to review the most common non-leasable items.
3. Have the customer remove any non-leasable items from the cart.
a. Inform the customer that these items are not leasable, and the customer would have to pay for
them upfront before completed the lease. This would increase the amount to due today, and it is
possible the items are preventing them from checking out
4. Once the items are removed verify the new cart total.
a. If the cart total is below $150 (or $50 depending on the retailer), inform them they need to add
leasable items to the cart.
b. If the cart total $4500, inform them they must remove some items from the cart.
5. If customers insist or you are unsure if cart total is above, below the Min/Max Range or that the items
should be leasable. 
a. Post to the Tech Slack Channel (see below for template).
i. In the “Details” Section of the post state: Please post what we are receiving for item prices and
cart total.
 Error - Cart Not Valid: 75% Of Cart Must Be Leasable
Overview
This error means that the non-leasable items in the cart is greater than or equal to 25% of the total cart.
In order to lease with Katapult, 75% of the dollar amount of the cart must be from leasable items. In
almost all cases, it is better than all items in the cart are leasable, because the customer will have to pay
for any non-leasable items at the time of the lease. This amount will be more than initial fee and shipping
cost and the customer may not be expecting the additional charges.
Troubleshooting Steps
Check for Non-Leasable Items
1. Inform the customer you need to review the items in the cart.
2. Utilize the Leasable Items vs. Non-Leasable Items List to review the most common non-leasable items.
3. Have the customer remove any non-leasable items from the cart.
Post to the Color-List Channel
If none of the above steps resolve the customer's issue, then you should post to the Color-List Support Channel
in Slack using the format below. 
Tech support will post any non-leasable items
You will need provide approval for any leasable items based on Leasable Items vs. Non-Leasable
Items
If you need assistance determining if an item is leasable, tag @colorlist
Blank Template Example Post
COG: 
Retailer: 
Checkout Method: 
Error Message: 
Item: 
Cart Total:
Additional Info: 
COG: 8675309
Retailer: Amazon
Checkout Method: Mobile App Katapult Pay
Error Message: Something Went Wrong
“Something unexpected happened”
Item: Scooby Doo Limited Edition Scooter
Cart Total: $1500.89
Additional Info: Last step was clicking Checkout
Now. This is the 4th
call today
a. Inform the customer that these items are not leasable, and the customer would have to pay for
them upfront before completed the lease. This would increase the amount to due today, and it is
possible the items are preventing them from checking out
4. Once the items are removed then, have the customer go back to the retailer's payment page and select
the “debit/credit” option (If the customer is using Amazon, please repeat the Amazon specific steps
listed in the walkthrough).
5. If the error persists post to the Tech Slack Channel using the template below.
Error - Something Went Wrong
Overview
This is a general, catch all error that does not provide specific information on why there is an error. Since
the error message is used for Katapult Pay, Katapult Checkout, and Retailers, it is critical to determine
where the customer gets this error message.
Troubleshooting Steps
____________________________________________________________________________________
SPECIAL ALERT: Walmart Only
Customer checking out with Walmart may get the "Something Went Wrong", error when the attempt to make
a donation to the American Red Cross in their cart.
Resolution
We should ask the customer to unselect the American Red Cross Donation.
Inform them that this is just a technical issue that we are working to resolve, and we encourage them to
make a donation to Red Cross on the Red Cross website.
See the video to the right to see the error.
______________________________________________________________________________________
Cart Total vs. Available Limit
Check for Non-Leasable Items
Post to the Tech Support channel
If none of the above steps resolve the customer's issue, then you should post to the Technical Support Channel
in Slack using the format below. 
Blank Template Example Post
COG: 
Retailer: 
Checkout Method: 
Error Message: 
Item: 
Cart Total:
Additional Info: 
COG: 8675309
Retailer: Amazon
Checkout Method: Mobile App Katapult Pay
Error Message: Something Went Wrong
“Something unexpected happened”
Item: Scooby Doo Limited Edition Scooter
Cart Total: $1500.89
Additional Info: Last step was clicking Checkout
Now. This is the 4th
call today
1. Verify the Cart total and the Customer's Available Limit in LMS.
a. You can find the Available Limit in LMS → Summary Tab → Approval → Available Limit
b. If the customer is over the Available Limit, they will need to remove items from their cart until the
total falls within their Available Limit.
1. Inform the customer you need to review the items in the cart.
2. Utilize the Leasable Items vs. Non-Leasable Items List to review the most common non-leasable items.
3. Have the customer remove any non-leasable items from the cart.
a. Inform the customer that these items are not leasable, and the customer would have to pay for
them upfront before completed the lease. This would increase the amount to due today, and it is
possible the items are preventing them from checking out
4. Once the items are removed then, have the customer go back to the retailer's payment page and select
the “debit/credit” option (If the customer is using Amazon, please repeat the Amazon specific steps
listed in the walkthrough).
5. Utilize the Leasable Items vs. Non-Leasable Items List to review the most common non-leasable items.
6. Have the customer remove any non-leasable items from the cart.
a. Inform the customer that these items are not leasable, and the customer would have to pay for
them upfront before completed the lease. This would increase the amount to due today, and it is
possible the items are preventing them from checking out
7. Once the items are removed then, have the customer go back to the retailer's payment page and select
the “debit/credit” option (If the customer is using Amazon, please repeat the Amazon specific steps
listed in the walkthrough).
8. If the error persists post to the Technical Support Slack Channel using the template below.
Walmart: Red Cross Donation Error
Walmart---Donation-something-went-wrong-error
 Card Will Not Display
Overview
Sometimes, customers get hung up on the generating card screen or cannot see all the information on the
card. 
Troubleshooting Steps
Identifying Lease and Virtual Card Status
VCC Invalid Order
1. Check LMS → "Related Apps 
a. You should see a lease with created date = The Current Date (Today)
b. The lease status will show current.
2. Check LMS → Katapult Pay Tab
a. Status will show “Displayed”
b. $0.00 for “Merchant Hold” & “Net Amount Spend”
1. Start Channel Post (See VCC Invalid Order Process under Cancellations KBA)
a. Post to the Star channel to see if they can refund/void the payment and expedite the cancellation
so the customer can attempt it again.
2. Inform the customer to attempt again on a different device, preferably an