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Payment Flow Audit Report
User session analysis revealing critical payment failures — with video evidence of real users unable to complete subscription purchases on mydocmaster.com.
Session data: 6 Mar – 12 Apr 2026629
New registrations
Since 31 Mar 2026 · AppD AI performance marketing
83
"Pay Now" button clicks
Across all plan types · 6 Mar – 12 Apr
26
Payment gateway bouncebacks
Users redirected to bank & sent back
0
Successful subscriptions
Zero completed transactions recorded
Session Evidence
Real user sessions captured via behavioral analytics. Click "Watch session" to view the full recording of each user's journey.
| # | Session profile | Severity | AI insight | Evidence |
|---|---|---|---|---|
| 1 | ₹250 plan — 9 payment attempts 81 min · 18 pages · 11 gateway bouncebacks · 27 Mar |
CRITICAL | User clicked "Pay Now ₹250" nine times. Every attempt redirected to the payment gateway and bounced back to the pricing page. User spent 81 minutes trying to pay — the gateway opens but the transaction never completes. | |
| 2 | ₹5,000 school plan — 6 payment attempts 71 min · 16 pages · 3 gateway bouncebacks · 7 dead clicks · 27 Mar |
CRITICAL | School admin tried to buy the ₹5,000 plan six times. Toggled between "Basic" and multi-user plans, entered user counts, clicked Pay Now repeatedly. 3 attempts reached the gateway and bounced. ₹5,000 in hand that could not be accepted. | |
| 3 | ₹250 plan — 4 payment attempts 36 min · 11 pages · 9 gateway bouncebacks · 26 Mar |
CRITICAL | Individual teacher tried 4 times. Every attempt reached the gateway (9 bounceback referrals logged) but returned to /pricing without confirmation. User eventually abandoned after 36 minutes. | |
| 4 | School user — 53 clicks in 4 minutes (rage clicking) 4 min · 3 pages · gateway bounceback entry · rage click · 26 Mar |
CRITICAL | Landed FROM the payment gateway page. Frantically clicked user count sliders 40+ times, hit "Standard" plan, rage-clicked on the pricing controls. User was clearly trying to complete a payment that the gateway rejected and sent back. | |
| 5 | ₹250 plan — 48 min, 4 attempts 48 min · 10 pages · 1 gateway bounceback · 23 Mar |
HIGH | Teacher spent 48 minutes exploring pricing, clicked "Pay Now ₹250" four times. One attempt reached the gateway but bounced back. User navigated between pricing and dashboard repeatedly — intent was clear, checkout was broken. | |
| 6 | ₹250 plan — 108 clicks, 7 gateway bouncebacks 20 min · 15 pages · 1 dead click · 31 Mar |
HIGH | 108 total clicks in 20 minutes — highest click density of any session. 7 gateway bouncebacks visible in referrer chain. User was cycling through the payment page repeatedly — each time being thrown back to pricing. | |
| 7 | ₹250 plan — 11 gateway bouncebacks in 9 min 9 min · 20 pages · 3 dead clicks · 1 Apr |
HIGH | 11 gateway bouncebacks in a single 9-minute session. User was trapped in a payment loop — gateway opens, fails, redirects to /pricing, user tries again. 20 page loads in 9 minutes shows the redirect cycle. | |
| 8 | ₹450 plan — 2 hr session, explored everything 2 hr 6 min · 28 pages · 4 dead clicks · 9 Apr |
ENGAGED | Power user — 2 hours exploring every module. Visited createPaper, quizList, timetable, calendar, dashboard. Then went to pricing, clicked "Pay Now ₹450". No conversion. This user tested the product thoroughly and was ready to buy. | |
| 9 | ₹635 plan — 3-module buyer 6 min · 4 pages · came via Instagram ad · 11 Apr |
ENGAGED | Arrived from Instagram ad, signed up, selected 3 modules, clicked "Pay Now ₹635". Clean conversion funnel — ad to signup to OTP to paywall to pricing to Pay Now. The only thing that failed was the payment itself. | |
| 10 | ₹250 plan — ad-driven new user 7 min · 9 pages · arrived from Meta ad · 11 Apr |
ENGAGED | Full funnel from paid ad: Meta ad click → home → signup → OTP → paywall → pricing → "Pay Now ₹250" → page reloads. No gateway reached. The ad spend that brought this user was wasted at the final step. | |
| 11 | ₹225 plan — quick buyer blocked 2 min · 7 pages · 1 gateway bounceback · 9 Apr |
HIGH | Fast decision maker — 2 minutes from pricing to "Pay Now ₹225" twice. Went to pricing, clicked Pay Now, got redirected to home/login. Logged back in, tried again. Gateway bounceback confirms the payment page opened but failed. |
Revenue impact
These 11 documented sessions alone represent attempted payments totalling:
₹36,535 in failed transactions
Across all 83 "Pay Now" clicks recorded during the audit period, the total attempted payment value exceeds ₹66,100 — with zero successful transactions completing. The payment gateway is connected and opens for some users, but transactions either fail at the bank's end or the success callback URL is misconfigured — returning users to the pricing page with no confirmation, no subscription activation, and no receipt.
Root cause
Two distinct failure modes identified from session behavior patterns.
FAILURE MODE 1 — Gateway never opens
Affects ₹250 individual plans primarily. User clicks "Pay Now" and the page simply reloads — no redirect to the payment gateway. The frontend JS that should initiate the payment order is failing silently. Likely cause: order creation API returning an error, or the payment SDK not loading.
FAILURE MODE 2 — Gateway opens, transaction fails
Affects school plans (₹5,000+) and some individual plans. User is redirected to the payment page, but bounces back to /pricing. 26 sessions show the bank's page as referrer with no success page. Likely cause: payment callback URL misconfigured or success page route doesn't exist in the app.