Support
Write to support@tofulabs.app with "Checkout Sync" in the subject. We read every email and aim to reply within two business days.
It helps to include the email address of your Kit account and which checkout you connected. Please never send us your full API key.
Quick fixes
Nothing shows up under Recent activity
Check that the webhook in your checkout uses the exact URL from your settings and has the events from the guide ticked. For Lemon Squeezy and Polar, the secret in their webhook settings must match ours letter for letter.
An event says "Skipped: Not on your Kit list"
Refunds, cancellations and failed payments only update people who are already Kit subscribers. Sales add new buyers unless you chose "Only update people already on my list". There's nothing to retry: once they're on your list, their next event goes through.
An event says "Waiting"
It's on its way, and the note says why: Kit hadn't found a buyer added seconds ago (we look again for 10 minutes), or your checkout was slow to answer our lookup of the buyer (we keep asking by ourselves for up to 3 days). Nothing for you to do.
An event says "Not sent" with a Kit error
Kit was down or refused the call. We try again by ourselves every 15 minutes or so for 3 days, or you can press Try again next to it right away.
An event says "Not sent: Over this month's plan limit"
You've used this month's sales on your plan. Upgrade in your settings and they go to Kit by themselves a few minutes later, or when the count resets on the 1st. We keep them for 30 days.
My automation didn't start
Kit checks for new events about every five minutes, and only counts events after the automation was turned on. On Free, Canceled and Payment failed start automations only for tests; real ones start on Starter. If you set a product filter, it has to match part of the product name as your checkout spells it (capital letters don't matter); for a test, pick that product in the Test with list next to the test buttons.
More in the setup guide.
Billing
Paid plans are sold by Paddle, our merchant of record. To change or cancel your plan, use "Manage billing" in your settings or the link in your Paddle receipt. See also the refund policy.