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 client ID and secret; the secret is shown only once when the key is created in the Tpay panel (create a new key if it is lost).
- The Log tab shows the answer of Tpay (masked) with its error code.
access_denied/ HTTP 401 means the key is wrong for this mode or has no right for the call;crc_not_uniquemeans the reference was used before;field_required/not_validname the refused field;cannot_create_refund,already_refunded,no_sufficient_funds_or_refund_limit_reachedandrefund_period_expiredare refund refusals (the account needs enough balance for the refund and its fee). The list of codes: https://docs-api.tpay.com/en/error-codes/ - 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.
Notifications are rejected
Section titled “Notifications are rejected”- The log line (action “webhook”) names the reason:
md5sum mismatch= the security code on the Connection page differs from the panel (Notifications > Security);wrong x5u url/signing certificate is not signed by the Tpay CA certificate/invalid JWS signature= the notification was not signed by Tpay for this mode (a sandbox notification never validates a live account);missing X-JWS-Signature= the request did not come from Tpay or a proxy removed the header. - The merchant ID on the Connection page must be the number Tpay sends as
id. - The address must be the one on the Connection page, reachable from the internet over HTTPS (TLS 1.2), without redirects (Tpay does not follow 301 / 302) and not behind a login or an IP filter: Tpay does not publish IP addresses, its signature is the protection.
- Tpay sends the notification to the address of the transaction only when Allow override is on in the panel (Settings > Notifications); otherwise it uses the address saved in the panel.
- Your server needs outgoing HTTPS to secure.tpay.com (secure.sandbox.tpay.com in test mode) to fetch the signing certificate.
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 that stopped with “does not match the order total” means Tpay reports another amount or currency than the order; check the transaction in the Tpay panel before doing anything.
- A job waiting to retry means the read-back failed or Tpay had not reported the payment yet; it is retried automatically and finishes the order.
- Use Synchronise on the order’s Tpay tab to read the transaction now.