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 | Explanation | Next Steps |
|---|---|---|
Exchange Rates Update Results - Update Failed for MAD Exchange Rate | You 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
For more information, see Payment Gateways and your payment gateway module’s documentation.
You may encounter the following common issues:
| Error or Issue | Explanation | Next 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 failed | The credentials are incorrect in your payment gateway configuration. | Authentication Failed Errors |
cURL Error code 35 Unknown SSL protocol or Unsupported SSL protocol | The server is attempting a secure connection using an outdated SSL protocol. | Unsupported Protocol Errors |
Gateway Module Error: Configuration Function (_config) not found | A 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 Attempt | You are using the wrong URL to access the WHMCS Admin Area. | Invalid Access Attempt Errors |
Oops! Error: Module Not Found | You 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 Issue | Explanation | Next Steps |
|---|---|---|
<field> is required | Authorize.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 Issue | Explanation | Next 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 PE101 | There is a problem in your payment gateway configuration. | PE101 Errors |
MD5 Hash Failure | The 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 Issue | Explanation | Next Steps |
|---|---|---|
Parameter currCode Incorrect | AsiaPay doesn’t support the client’s currency. | Parameter currCode Incorrect Errors |
Authorize.net
You may encounter the following common issues:
| Error or Issue | Explanation | Next Steps |
|---|---|---|
<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 | Explanation | Next 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 |
PayPal® Payment Gateways
For more information, see Accepting PayPal and your PayPal module’s 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 |
| 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. | PayPal could not send a payment notification to your WHMCS installation. | 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 exists | This log entry does not indicate a problem. You can safely ignore it. | PayPal Transaction ID 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 |
Skrill
For more information, see Skrill.
You may encounter the following common issues:
| Error or Issue | Explanation | Next Steps |
|---|---|---|
MD5 Hash Failure | The 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 Issue | Explanation | Next 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 |
Taxes
For more information, see Tax Configuration.
You may encounter the following common issues:
| Error or Issue | Explanation | Next 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 Issue | Explanation | Next 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 13, 2025