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.

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
After attempting to migrate to the new PayPal Payments payment gateway module from a previous PayPal® module, you are experiencing problems with subscriptions.We do not currently support migrating from another PayPal gateway to PayPal Payments if you process any recurring payments through PayPal.PayPal Payments Issues
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
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Error code 35 Unknown SSL protocol or Unsupported SSL protocolThe server is attempting a secure connection using an outdated SSL protocol.Unsupported Protocol Errors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

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

PayPal® Payment Gateways

You may encounter the following common issues:

Error or IssueExplanationNext Steps
You see SSL errors or cannot connect to PayPal.This issue is often due to your WHMCS System URL. PayPal requires that you use an HTTPS-secured connection.PayPal SSL Errors
The system has detected an orphaned subscription. It is not associated with any services, nor was attributable to an invoice or client.The subscription is not associated with any service, addon, or domain. Additionally, the system could not find an alternate ID to use to identify an associated invoice or client.PayPal Log Entries
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. However, the system did find an alternate ID to use to identify an associated invoice or client.PayPal Log Entries
Transaction ID already existsIf this log entry immediately follows a successful transaction with the same ID, this is due to the way in which the system handles PayPal webhook requests and does not indicate a problem.PayPal Transaction ID Errors

Stripe

For more information, see Stripe.

You may encounter the following common issues:

Error or IssueExplanationNext Steps
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

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
Remote Transaction Failure. Please Contact Support.This error indicates that the system could not process the payment.Remote Transaction Failure Errors

Last modified: June 11, 2024