Payment gateway troubleshooting - when a payment doesn't confirm

Payments go straight from your customer to your own gateway account. Your gateway then tells your store that the payment went through, and the store delivers the order. When a customer says "I paid but got nothing", one of these links is usually broken. Work through the steps in order.

1Step 1 of 6Find the payment

Go to Invoices → Payment logs. The Payment Logs page lists every payment with its amount, gateway and customer. Use Paid, Pending and Failed to filter, or search for the customer. Click a payment to see its details.

• Paid: the payment is confirmed. If the customer still has nothing, the problem is delivery, not payment. See Troubleshooting common issues.
• Pending: the customer started checkout, but the gateway hasn't confirmed a payment. Carry on with step 2.
• Failed: the payment did not go through, or the checkout was closed because no payment was confirmed in time.

2Step 2 of 6Check the gateway's status

Go to Payment gateways. Under Configured Gateways, each gateway shows Active, Inactive or Misconfigured.

• Inactive: the gateway is switched off and customers can't pay with it. Click Configure, turn on Gateway Status and click Save Changes.
• Misconfigured: our regular check found that the gateway refused its keys. The reason is shown under the gateway, with Last checked: and the time. A misconfigured gateway is not offered at checkout until you fix its keys (step 3).

3Step 3 of 6Update the keys

Click Configure on the gateway. Paste the new key or secret from your gateway's own dashboard into its field. Secret fields that are already saved show Leave empty to keep existing value, so you only fill in what changes. Click Save Changes.

For some gateways the keys are checked with the gateway when you save. If the gateway refuses them, you see its reason and nothing is saved. Once the new keys are saved, the gateway is offered at checkout again.

Use live keys, not test or sandbox keys, for real customers.

4Step 4 of 6Check the webhook

Some gateways only tell your store about a payment through a webhook. For those, the Configure page shows a Webhook setup — required for automatic confirmation box with the address to use.

Click Copy and add that exact address in your gateway's dashboard. Even a missing or extra character, like a slash at the end, stops payments from confirming. Then paste the key the gateway gives you into the field the box names, and click Save Changes.

Without the webhook, paid orders can stay pending.

5Step 5 of 6Confirm a payment that did arrive

First check your gateway's own dashboard. Only continue if the money really is in your account.

Go to Customers → All customers, open the customer, open the Orders tab and click the order. On Order Details, a pending order shows Awaiting Payment (or Order Abandoned when it is old). An order that was closed because the gateway never confirmed it shows Closed — no payment received in time.

Click Confirm payment. Under Payment reference (optional), paste the order or transaction ID from your gateway, so the payment can be traced later. Click Mark paid & provision. The order is marked paid and delivered as if the gateway had confirmed it.

6Step 6 of 6Or send a new payment link

If the customer didn't finish paying and you have the Pay-by-Link module, click Copy payment link on the pending order and send the link to them. They pay that order with it, and the payment is confirmed the usual way.