Check payment provider setup before contacting support
Check payment provider setup before contacting support
Use this when payment methods fail, wallet payments disappear, or payment links do not open.
Safety rule
Do not paste secret keys, passwords, or full payment credentials into tickets, chat, screenshots, or email. Record whether credentials are present, not the secret values.
Steps
- Open Admin > Payment or the relevant payment provider page.
- Check whether the provider account is connected.
- Confirm test mode versus live mode.
- Check domain or wallet verification if Apple Pay, Google Pay, or similar methods are affected.
- Open a test checkout or payment link.
- Record the order number, time, provider, payment method, and exact customer-facing error.
- Contact ToucanTix support with screenshots that hide secrets when the setup looks correct but the problem remains.
Expected result
You have enough safe detail for ToucanTix support to distinguish setup, domain verification, provider outage, customer browser, and order-state problems.
Troubleshooting
| Problem | What to check |
|---|---|
| Payment method is missing | Provider connection, shop domain verification, live mode, currency, and checkout configuration. |
| Payment link fails | Order state, invoice state, open items, provider connection, and expired or canceled order. |
| Wallet payment fails after domain change | Custom domain, wallet-domain verification, HTTPS, and provider dashboard. |
| Credentials are readonly | Use Edit credentials only when you are authorized to rotate them. |
