No Gateway Log Entries

Problem

A problem occurred while attempting to process payment with a merchant gateway, but there is no corresponding entry at Billing > Gateway Log.

Cause

In this scenario, the problem is often that the client does not have a card on file in WHMCS.

Troubleshooting

To confirm that this is the problem:

  1. Go to the client’s profile’s Summary tab.
  2. Check the Pay Methods section.

If this is the issue, a No Pay Methods message will appear in this section.

If there are payment methods in this section, this is not the issue.

  • For tokenized payment methods, check whether the Token ID value for the payment method is valid and corresponds with a token at your payment gateway.
  • For locally-stored credit cards, enter the Encryption Hash value from the configuration.php file and verify that the complete credit card number displays.

Solution

Ask the client to reenter their credit card details in the Pay Methods page within the Client Area.

Last modified: June 5, 2024