Troubleshooting
“Test connection” fails
Section titled ““Test connection” fails”- Check the mode: test credentials only work in test mode and live credentials only in live mode.
- Check for spaces before or after the POS ID and API key. The POS ID is a number.
- The Log tab shows the answer of Przelewy24 (masked).
Incorrect authentication(401) means the POS ID or the API key is wrong for this mode, or your server IP address is not allowed in the API settings of your Przelewy24 account.Invalid input data(400) means a field was refused; with the debug log on, the log holds the masked request. - A wrong CRC key does not fail the connection test but every transaction is refused with an incorrect sign: copy it again from the panel.
- Your server must be able to reach the provider over HTTPS (outgoing port 443) and have a current CA bundle.
Nothing happens after an order changes status
Section titled “Nothing happens after an order changes status”- Check Settings > General > Enable and the order status settings.
- Check the license status bar on the add-on pages.
- Open Jobs: queued jobs wait for cron. If the counts never change, the cron job is not running; run the command from the settings page by hand once.
A job is “Waiting to retry” or “Gave up”
Section titled “A job is “Waiting to retry” or “Gave up””The last error is shown in the list. Fix the cause (credentials, data, provider outage) and press Retry. Jobs are retried automatically after 5 minutes, 15 minutes, 1 hour, 3 hours and 12 hours before they give up.
Webhooks are rejected
Section titled “Webhooks are rejected”- The CRC key on the Connection page must be the one Przelewy24 shows for the same mode: the notification carries a signature made with it.
- The web address must be the one on the Connection page, reachable from the internet and not behind a login or an IP filter.
- Rejected events are listed in the log with the action “webhook”.
The cron address answers “Forbidden”
Section titled “The cron address answers “Forbidden””The key in the address is wrong. Copy the address again from the settings page.
Still stuck
Section titled “Still stuck”Contact us through https://cs-cart.kaviolabs.com with the add-on version, the CS-Cart version and the relevant log lines (secrets are masked automatically).
An order stays unpaid after the customer paid
Section titled “An order stays unpaid after the customer paid”- Open Jobs: a job for a notification that stopped with “does not match the order total” means Przelewy24 reports another amount or currency than the order; check the transaction in the Przelewy24 panel before doing anything.
- A job waiting to retry means the verify call failed (Przelewy24 or network problem); it is retried automatically and finishes the order.
- Until a transaction is verified, Przelewy24 keeps the money at the customer’s disposal and does not include it in your settlement.