Troubleshooting

Symptom	Cause and fix
Scalapay is not shown at checkout	The add-on is disabled or unlicensed; no connection for the account; the shop has no euro currency; the order total is outside the minimum / maximum; the delivery country is not one Scalapay serves; Multi-Vendor vendor mode with several vendors in the cart.
“Scalapay needs a phone number”	Scalapay requires the customer’s phone with country code. Make the phone field required at checkout.
Test connection: “did not accept the API key”	Sandbox and production keys differ; check the mode.
Webhooks rejected (401) in the log	The webhook is signed with the API key of the mode: check that the key entered is the one of the Scalapay account the webhook comes from. Payments are still settled by the customer’s return and the cron.
Order stays “Waiting for the customer”	The customer did not finish on Scalapay; Scalapay expires the order. The cron reads it back for 3 days. Press “Read back” on the tab.
“Payment amount mismatch” / “Not booked”	The order total changed after the payment was created, or the authorized amount differs; the authorization is voided automatically. Ask the customer to pay again.
Delayed order moved to “Failed”	The authorization expired or was voided before capture: nothing was charged. Do not ship.
“An operation has no clear answer yet”	Scalapay did not answer clearly; the add-on reads the order back and resends with the same idempotency key (cron, or “Read back”). After 24 hours it stops and asks you to check the Scalapay Merchant Portal.
Widget not shown	Switched off, no merchant token in production, the page shows another currency than euro, or the amount is 0.

Logs: Orders > Scalapay > Log (switch on Debug log for the HTTP calls; API keys and customer data are masked).