Unrecorded Transactions

Problem

The system is not successfully recording payments within your WHMCS installation.

Cause

This issue often indicates that the callback setting configuration is having problems connecting with WHMCS.

Troubleshooting

To troubleshoot this issue:

  1. Check whether your system configuration is sending callback commands to the appropriate file in the /modules/gateways/callback directory.
  2. Check whether the callback setting configuration on your payment gateway’s website is sending callback commands to the appropriate file in the /modules/gateways/callback directory.
  3. Go to Billing > Gateway Log and review the debug data at the time of payment for an error message or code. Check your gateway’s documentation or contact their support team for assistance.
  4. If there is not a log entry and you are using a merchant gateway, check to ensure that the client has card details on file.
  5. Check whether a firewall, ModSecurity™, or a similar server setting is preventing your gateway from communicating with the callback file on your server. For assistance, contact your payment gateway and system administrator or hosting provider.

Last modified: June 5, 2024