Troubleshooting Payments

If you encounter errors or issues while working with payment gateways, transactions, taxes, and currencies, see the sections below to start troubleshooting and resolve the issue.

You can begin the troubleshooting process for most payment-related issues with the following steps:

  • Review recent error messages at Billing > Gateway Log.
  • Check to ensure that the cron job’s daily automation tasks are running correctly.
  • Check to ensure that your callback configuration is correct for the applicable payment gateways.
For general steps to troubleshoot problems in WHMCS, see Start Troubleshooting.

Currencies and Exchange Rates

For more information, see Currencies.

You may encounter the following common issues:

Error or IssueExplanationNext Steps
Exchange Rates Update Results - Update Failed for MAD Exchange RateYou may encounter this error if the currency is not a supported currency for automatically updating exchange rates.Exchange Rate Update Failures

Payment Gateway Errors and Issues

You may encounter the following common issues:

Error or IssueExplanationNext Steps
A blank payment gateway page during payment.Usually, this issue indicates that there are two copies of the same file in the modules/gateway directory.Blank Payment Gateway Page
A payment gateway is unexpectedly declining cards or returning failures.There are many potential causes of this issue.Unexplained Declines and Failures
When a user attempts to check out from the shopping cart, the system redirects them to the wrong page.This issue is due to a problem with the customizations in your header template.User Redirected to Wrong Page
Transactions are failing for a client with no corresponding Gateway Log entries.This indicates an issue with their payment method.No Gateway Log Entries
Authentication failedThe credentials are incorrect in your payment gateway configuration.Authentication Failed Errors
cURL Error code 35 Unknown SSL protocol or Unsupported SSL protocolThe server is attempting a secure connection using an outdated SSL protocol.Unsupported Protocol Errors
Gateway Module Error: Configuration Function (_config) not foundA payment gateway is missing the required *_config function or there are unexpected non-gateway files in the /modules/gateways folder.Configuration Function Errors
Invalid Access AttemptYou are using the wrong URL to access the WHMCS Admin Area.Invalid Access Attempt Errors
Oops! Error: Module Not FoundYou have activated and configured the payment gateway, but the corresponding file is missing from the /modules/gateways/ directory.Oops Module Not Found Errors

Authorize.net

For more information, see Authorize.net.

You may encounter the following common issues:

Error or IssueExplanationNext Steps
<field> is requiredAuthorize.net is not receiving a required field value.Authorize.net Required Field Errors

2CheckOut

For more information, see 2CheckOut.

You may encounter the following common issues:

Error or IssueExplanationNext Steps
Chrome™ browsers crash making a payment using 2Checkout:
Aw, Snap! Something went wrong while displaying this webpage. Err code RESULT_CODE_KILLED_BAD_MESSAGE
You are using the deprecated Inline Checkout checkout style in your 2CheckOut configuration.2Checkout Inline Checkout Crash
Error Code PE101There is a problem in your payment gateway configuration.PE101 Errors
MD5 Hash FailureThe secret word in your 2CheckOut configuration is incorrect.MD5 Hash Failures

AsiaPay

For more information, see AsiaPay.

You may encounter the following common issues:

Error or IssueExplanationNext Steps
Parameter currCode IncorrectAsiaPay doesn’t support the client’s currency.Parameter currCode Incorrect Errors

Authorize.net

For more information, see Authorize.net, Authorize.net CIM, and Authorize.net Echeck.

You may encounter the following common issues:

Error or IssueExplanationNext Steps
<field> is requiredAuthorize.net is not receiving a required field value (for example, Email Address).Field is Required Errors

eWay

For more information, see eWay.

You may encounter the following common issues:

Error or IssueExplanationNext Steps
Missing credit card fields during checkout or while managing payment methods.The eWAY API key is invalid in your eWay configuration.Missing Card Fields

GoCardless

For more information, see GoCardless.

You may encounter the following common issues:


Error or IssueCauseNext Steps
Access token not activeYou attempted to connect to GoCardless using multiple WHMCS installations.GoCardless Inactive Token Errors
Remote Storage "create" action did NOT provide tokenYour GoCardless account does not have access to the required API endpoint.GoCardless Remote Storage Errors

iDeal via Mollie

For more information, see iDeal via Mollie.

You may encounter the following common issues:


Error or IssueCauseNext Steps
De opgegeven betalings gegevens zijn onjuist of incompleetThe transaction does not meet the minimum transaction value (1.18).iDeal via Mollie Transaction Errors

LinkPoint

We removed this in WHMCS 8.8.
For more information, see LinkPoint.

You may encounter the following common issues:


Error or IssueCauseNext Steps
You see a connection-related error.Your firewall is blocking connections to LinkPoint.LinkPoint Connection Errors

PayFlow Pro

For more information, see PayFlow Pro.

You may encounter the following common issues:


Error or IssueCauseNext Steps
No Local Credit Card Payment Gateways EnabledYou disabled the option to save card details for later.PayFlow Pro Local Card Errors
Details could not be saved. Remote storage failedYou attempted to create a payment method.PayFlow Pro Remote Storage Errors

PayPal® Payment Gateways

You may encounter the following common issues:


Error or IssueCauseNext Steps
DUPLICATE_INVOICE_IDYour PayPal® configuration is blocking the transaction.Duplicate Invoice ID Errors
You are experiencing problems that relate to stale cached data or PHP script execution.The OPcache PHP extension is enabled.OPcache Warnings
You receive an email stating that a PayPal® Instant Payment Notification (IPN) failed or you see IPN Handshake Invalid or IPN Handshake Error error messages.PayPal could not send a payment notification to your WHMCS installation or WHMCS cannot verify a callback.PayPal IPN Failures
The system has detected an orphaned subscription. It is not associated with any services, nor was attributable to an invoice or client. or The system has detected a missing subscription. The subscription is not associated with any services, but the event was attributable to a client and/or invoice.The subscription is not associated with any service, addon, or domain.PayPal Log Entries
You are experiencing problems with subscriptions after attempting to migrate to PayPal Payments while using WHMCS 8.9 through 8.11 RC.WHMCS 8.9 through 8.11 RC do not support migrating from another PayPal gateway to PayPal Payments if you process any recurring payments through PayPal.PayPal Payments Issues
The system will not connect to PayPal® correctly.Some PayPal payment gateway modules require an HTTPS-secured connection.PayPal SSL Errors
Transaction ID X already existsThis log entry does not indicate a problem. You can safely ignore it.PayPal Transaction ID Errors
You receive an Invalid Receiver email.The payment receiver value does not match your PayPal® configuration in WHMCS.PayPal® Invalid Receiver Errors
Not SupportedThe payment receiver value does not match your PayPal® configuration in WHMCS.PayPal® Not Supported Errors
Things don't appear to be working at the momentYour system has sent invalid details to PayPal®.PayPal® Not Working Errors
Unrecognized CurrencyThe payment receiver value does not match your PayPal® configuration in WHMCS.PayPal® Unrecognized Currency Errors
Your customers are receiving notification emails from PayPal® about a subscription cancellation after they make a payment.WHMCS must cancel PayPal Basic and PayPal Checkout subscriptions to transition them to PayPal Payments.Unexpected PayPal Cancellation Emails

PayPal Basic

For more information, see PayPal Basic.

You may encounter the following common issues:


Error or IssueCauseNext Steps
You receive an email stating that a PayPal® Instant Payment Notification (IPN) failed or you see IPN Handshake Invalid or IPN Handshake Error error messages.PayPal could not send a payment notification to your WHMCS installation or WHMCS cannot verify a callback.PayPal IPN Failures
You receive an Invalid Receiver email.The payment receiver value does not match your PayPal® configuration in WHMCS.PayPal® Invalid Receiver Errors
Not SupportedThe payment receiver value does not match your PayPal® configuration in WHMCS.PayPal® Not Supported Errors
Things don't appear to be working at the momentYour system has sent invalid details to PayPal®.PayPal® Not Working Errors
Unrecognized CurrencyThe payment receiver value does not match your PayPal® configuration in WHMCS.PayPal® Unrecognized Currency Errors

PayPal Pro Reference Payments

For more information, see PayPal Pro Reference Payments.

You may encounter the following common issues:


Error or IssueCauseNext Steps
No Local Credit Card Payment Gateways EnabledYou disabled the option to save card details for later.PayFlow Pro Local Card Errors
Details could not be saved. Remote storage failedYou attempted to create a payment method.PayFlow Pro Remote Storage Errors

Quantum Vault

For more information, see Quantum Vault.

You may encounter the following common issues:


Error or IssueCauseNext Steps
Missing the following: Ending /QGWRequest, Ending /Authentication, Ending /GatewayKeyThe Vault Key value contains an ampersand character (&).Quantum Vault Missing Ending Errors

Skrill

For more information, see Skrill.

You may encounter the following common issues:

Error or IssueExplanationNext Steps
MD5 Hash FailureThe secret word in your Skrill configuration is incorrect.MD5 Hash Failures

Stripe

For more information, see Stripe.

You may encounter the following common issues:

Error or IssueExplanationNext Steps
After migrating to Stripe, you received an email request for a Self Assessment Questionnaire D (SAQ D) form or an email message that Stripe did not process a transaction due to data that contained full credit card numbers.The system is attempting to send raw card data, but Stripe has not flagged your account as PCI compliant and enabled raw card data APIs for your account.Stripe PCI Compliance Issues
You received the following email:
You may be using an integration flow that doesn’t comply with certain Reserve Bank of India (RBI) regulations, specifically those preventing the storage of card credentials and requiring tokenization consent from your customers.
Reserve Bank of India (RBI) regulations required adjustments to the Stripe payment gateway.Stripe and RBI Regulations
An Error Occurred. Please try again.The server environment is missing the expected nd_pdo_mysql PHP extension.Stripe Try Again Errors

WorldPay Invisible

For more information, see WorldPay Invisible.

You may encounter the following common issues:


Error or IssueCauseNext Steps
Attribute value of type NMTOKEN must be a name tokenWorldPay Invisible NMTOKEN Errors

WorldPay Invisible XML

For more information, see WorldPay Invisible XML.

You may encounter the following common issues:


Error or IssueCauseNext Steps
Attribute value of type NMTOKEN must be a name tokenWorldPay Invisible NMTOKEN Errors

Taxes

For more information, see Tax Configuration.

You may encounter the following common issues:

Error or IssueExplanationNext Steps
One or more invoices does not include tax correctly.This issue may be due to a problem in your tax configuration settings or due to a setting in the client’s profile.Invoices Are Missing Tax

Transactions

For more information, see Transactions.

You may encounter the following common issues:

Error or IssueExplanationNext Steps
The system is not successfully recording payments within your WHMCS installation.The callback setting configuration may be experiencing issues communicating with WHMCS.Unrecorded Transactions
The system charged the client multiple times for the same invoice or for duplicate invoices.This issue may be due to the system cron running twice at the same time.Duplicate Transactions
Remote Transaction Failure. Please Contact Support.This error indicates that the system could not process the payment.Remote Transaction Failure Errors

Last modified: January 28, 2025