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 Issue | Cause | Next Steps |
Exchange Rates Update Results - Update Failed for MAD Exchange Rate | The currency does not support automatically updating exchange rates. | Exchange Rate Update Failures |
Things don't appear to be working at the moment | Your system has sent invalid details to PayPal®. | PayPal® Not Working Errors |
Unrecognized Currency | The payment receiver value does not match your PayPal® configuration in WHMCS. | PayPal® Unrecognized Currency Errors |
Unable to display TLD cost pricing as currency 'XXX' is not defined with an exchange rate | A currency in WHMCS is missing or does not have a properly-configured exchange rate. | Unable to Display Pricing Errors |
Payment Gateway Errors and Issues
For more information, see Payment Gateways and your payment gateway module’s documentation.
You may encounter the following common issues:
| Error or Issue | Cause | Next Steps |
| You see a blank page while attempting payment using a payment gateway module. | There are two copies of the same file in the modules/gateway directory. | Blank Payment Gateway Page |
Gateway Module Error: Configuration Function (_config) not found | A payment gateway module in the /modules/gateways folder is missing the required *_config function. | Configuration Function Errors |
Invalid Access Attempt | You are using the wrong URL to access the WHMCS Admin Area. | Invalid Access Attempt Errors |
| A problem occurred while processing a payment but there is no corresponding entry at Billing > Gateway Log. | The client does not have a card on file in WHMCS. | No Gateway Log Entries |
Error: Module Not Found | You have activated and configured the payment gateway, but a corresponding PHP file is missing from the /modules/gateways/ directory. | Oops! Module Not Found Errors |
| You are experiencing problems that relate to stale cached data or PHP script execution. | The OPcache PHP extension is enabled. | OPcache Warnings |
Remote Transaction Failure. Please Contact Support. | The system could not process the payment. | Remote Transaction Failure Errors |
| A payment gateway declines the credit card or returns a failure. | There are many potential causes for this issue. | Unexplained Declines and Failures |
Error code 35 Unknown SSL protocol or Unsupported SSL protocol or sslv3 alert handshake failure or tlsv1 alert protocol version | The server is attempting a secure connection using an outdated SSL protocol. | Unsupported Protocol Errors |
Authorize.net
For more information, see Authorize.net.
You may encounter the following common issues:
| Error or Issue | Cause | Next Steps |
<field> is required | Authorize.net is not receiving a required field value. | Authorize.net Required Field Errors |
<field> is required | Authorize.net is not receiving a required field value (for example, Email Address). | Field is Required Errors |
2CheckOut
For more information, see 2CheckOut.
You may encounter the following common issues:
| Error or Issue | Cause | Next Steps |
Aw, Snap! Something went wrong while displaying this webpage. Err code RESULT_CODE_KILLED_BAD_MESSAGE | Your Checkout Style setting in the 2CheckOut module configuration is Inline Checkout. | 2CheckOut Inline Checkout Crash |
Authentication failed | The credentials are incorrect in your payment gateway configuration. | Authentication Failed Errors |
MD5 Hash Failure or MD5 Signature Failure | The secret word in your payment gateway configuration is incorrect. | MD5 Hash Failures |
Error Code PE101 | There are invalid details in your 2CheckOut configuration. | PE101 Errors |
AsiaPay
For more information, see AsiaPay.
You may encounter the following common issues:
| Error or Issue | Cause | Next Steps |
Parameter currCode Incorrect | AsiaPay doesn’t support the client’s currency. | Parameter currCode Incorrect |
Authorize.net
For more information, see Authorize.net, Authorize.net CIM, Authorize.net Echeck, and Accept.js by Authorize.net.
You may encounter the following common issues:
| Error or Issue | Cause | Next Steps |
<field> is required | Authorize.net is not receiving a required field value. | Authorize.net Required Field Errors |
<field> is required | Authorize.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 Issue | Cause | Next Steps |
| The Card Number, Expiry Date, or CVV Number fields do not display for payments using eWay. | 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 Issue | Cause | Next Steps |
Access token not active | You attempted to connect to GoCardless using multiple WHMCS installations. | GoCardless Inactive Token Errors |
Remote Storage "create" action did NOT provide token | Your 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 Issue | Cause | Next Steps |
De opgegeven betalings gegevens zijn onjuist of incompleet | The 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 Issue | Cause | Next 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 Issue | Cause | Next Steps |
No Local Credit Card Payment Gateways Enabled | You disabled the option to save card details for later. | PayFlow Pro Local Card Errors |
Details could not be saved. Remote storage failed | You attempted to create a payment method. | PayFlow Pro Remote Storage Errors |
PayPal® Payment Gateways
If your WHMCS installation’s URL has changed because you moved it, you must update the webhook URL in PayPal. For more information, see Update the PayPal Webhook URL.
- For more information, see Accepting PayPal and your PayPal module’s documentation.
- For more detailed descriptions of the errors and instructions for correcting them, see PayPal’s NVP SOAP Errors documentation.
You may encounter the following common issues:
| Error or Issue | Cause | Next Steps |
DUPLICATE_INVOICE_ID | Your PayPal® configuration is blocking the transaction. | Duplicate Invoice ID Errors |
| A payment successfully deposits to your PayPal® account but does not appear in WHMCS. | This problem can occur due to several different issues. | Missing PayPal Payments |
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, product addon, or domain but the system found an alternate ID to use. | Missing PayPal Subscriptions |
| You are experiencing problems that relate to stale cached data or PHP script execution. | The OPcache PHP extension is enabled. | OPcache Warnings |
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, product addon, or domain and the system could not find an alternate ID to use. | Orphaned PayPal Subscriptions |
No Local Credit Card Payment Gateways Enabled | You disabled the option to save card details for later. | PayFlow Pro Local Card Errors |
Details could not be saved. Remote storage failed | You attempted to create a payment method. | PayFlow Pro Remote Storage Errors |
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 |
Referenced transaction or order is too old | The transaction is more than 24 months old. | PayPal Old Transaction Errors |
| 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 |
L_SHORTMESSAGE0 => Security error | The API details in your PayPal® payment gateway configuration are invalid. | PayPal Security Errors |
| 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 exists | This 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 Supported | The payment receiver value does not match your PayPal® configuration in WHMCS. | PayPal® Not Supported Errors |
Things don't appear to be working at the moment | Your system has sent invalid details to PayPal®. | PayPal® Not Working Errors |
Unrecognized Currency | The 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 |
Quantum Vault
For more information, see Quantum Vault.
You may encounter the following common issues:
| Error or Issue | Cause | Next Steps |
Missing the following: Ending /QGWRequest, Ending /Authentication, Ending /GatewayKey | The 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 Issue | Cause | Next Steps |
MD5 Hash Failure or MD5 Signature Failure | The secret word in your payment gateway configuration is incorrect. | MD5 Hash Failures |
Stripe
For more information, see Stripe.
You may encounter the following common issues:
| Error or Issue | Cause | Next Steps |
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. or PaymentMethods of type card cannot be attached to Customers directly without 3DS due to Indian payment regulations. Please instead provide the PaymentMethod and Customer alongside a SetupIntent or PaymentIntent with the setup_future_usage parameter. | Stripe™ introduced changes in 2023. | Stripe and RBI Regulations |
| You receive an email requesting the Stripe™ Self Assessment Questionnaire D (SAQ D) or a notification that a transaction did not process. | The system is attempting to send raw card data that contains full credit card numbers or that your previous merchant gateway stored to Stripe’s API. | Stripe PCI Compliance Issues |
An Error Occurred. Please try again. | The server environment is missing the expected nd_pdo_mysql PHP extension. | Stripe Try Again Errors |
WorldPay Payment Gateways
For more information, see WorldPay, WorldPay FuturePay, WorldPay Invisible, and WorldPay Invisible XML.
You may encounter the following common issues:
| Error or Issue | Cause | Next Steps |
Attribute value of type NMTOKEN must be a name token | This error occurs because the credit card storage function is disabled. | WorldPay Invisible NMTOKEN Errors |
Taxes
For more information, see Tax Configuration.
You may encounter the following common issues:
| Error or Issue | Cause | Next Steps |
| The invoice has generated one or more invoices that do not include the taxes that you configured in WHMCS. | There is 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 Issue | Cause | Next Steps |
| The system captures payment for an invoice multiple times in separate transactions. | Multiple cron jobs that are attempting to run the system cron at the same time. | Duplicate Transactions |
De opgegeven betalings gegevens zijn onjuist of incompleet | The transaction does not meet the minimum transaction value (1.18). | iDeal via Mollie Transaction Errors |
Invalid Access Attempt | You are using the wrong URL to access the WHMCS Admin Area. | Invalid Access Attempt Errors |
Error: Module Not Found | You have activated and configured the payment gateway, but a corresponding PHP file is missing from the /modules/gateways/ directory. | Oops! Module Not Found Errors |
Remote Transaction Failure. Please Contact Support. | The system could not process the payment. | Remote Transaction Failure Errors |
| A payment gateway declines the credit card or returns a failure. | There are many potential causes for this issue. | Unexplained Declines and Failures |
| The system is not successfully recording payments within your WHMCS installation. | The callback setting configuration is having problems connecting with WHMCS. | Unrecorded Transactions |
| 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 |
Last modified: 2025 January 30