My payments are not going through and I'm seeing an error.
Payments may fail due to incorrect plugin setup, such as using the wrong API keys, a currency mismatch, or a minimum transaction amount not being met. This can also happen if your payment capture settings conflict with the plugin you've installed.
Steps to Solve:
Check Your API Keys: Ensure you have entered the correct live public and secret API keys in your Shopify plugin settings. You can find these on the Developer tab of your PayMongo Dashboard by toggling to "Viewing live data."
Verify Your Currency: The PayMongo Shopify plugin only works for stores with their currency set to Philippine Peso (PHP).
Confirm Minimum Amount: Make sure the total amount in your customer's cart is at least PHP 100. Transactions below this amount will fail.
Review Payment Capture Settings:
For the "Express Cards via PayMongo" plugin, go to your Shopify Payments settings, click Manage under "Payment capture," and select "Automatically at Checkout."
For the "Credit/Debit Card via PayMongo" plugin (used for Hold then Capture), you must select "Manually capture payment for orders."
My payments are being flagged as risky by Shopify.
Shopify has its own fraud analysis system. Since PayMongo is the payment gateway, Shopify may not receive all the necessary data to perform its full fraud check, causing it to flag some payments as high-risk.
Steps to Solve
Seek Expert Advice: If you have concerns about a specific suspicious transaction, you can reach out to PayMongo's team for expert advice by emailing
[email protected].
My promotions are not reflecting correctly.
There are a few reasons promotions may not reflect, including using the wrong plugin or differences in how each dashboard displays the discounted amount.
Steps to Solve
Check Your Plugin: For promotions to work, you must be using the "Secure Payments via PayMongo" plugin.
Monitor Promo Redemptions: The amount displayed on your PayMongo Dashboard will show the gross amount with the promotion discount applied, while the Shopify Dashboard shows the amount before the promo discount. You can monitor the redemptions in the Payments section of your PayMongo Dashboard.
Know the Rules: Keep in mind that promotions are configured for your entire PayMongo account and cannot be limited to specific channels or SKUs.
I can't refund Shopify transactions from my PayMongo Dashboard.
For transactions made through Shopify, refunds must be initiated directly from the Shopify admin to keep your records synchronized between both platforms.
Steps to Solve
Initiate the Refund on Shopify:
Select the transaction from the Shopify order page.
Click "Refund," and specify the quantity or amount to be refunded.
Confirm the refund.
Automatic Sync: The refund amount and status will automatically reflect on your PayMongo Dashboard in real-time.
Why are certain payment methods not appearing on my checkout page?
PayMongo's different Shopify plugins support different sets of payment methods, and you may be using a plugin that doesn't include the payment method you expect. Also, some plugins may be incompatible with each other.
Steps to Solve
Review Plugin Compatibility:
"Express Cards via PayMongo" supports only card payments and is not compatible with "Credit/Debit Card via PayMongo."
To offer a wide range of options (e-wallets, online banking, etc.), you must use the "Secure Payments via PayMongo" plugin.
Check Plugin Settings: In your Shopify settings under Payment providers, go to the Manage page for the PayMongo plugin you're using to ensure the specific payment methods you want to offer are enabled.
Where can I get further assistance?
If you have tried the troubleshooting steps above and are still experiencing issues, please reach out to PayMongo's support team for assistance.