General Issues & Configuration
Why are my payments via API not going through, even with a correct integration?
To accept live payments, your account must be fully activated, and you must use the correct API keys for your production environment. A misconfigured webhook can also cause issues with real-time notifications of payment status.
Solution:
Check Account Activation: Ensure your PayMongo account is an M2 (Fully Verified Merchant) account. M1 (Basic Merchant) accounts have limited access and cannot accept live payments or access live API keys.
Verify API Keys: For real payments, you must use your live API keys. You can toggle to view them on the Developers tab of your dashboard. Always keep your secret key confidential.
Implement a Webhook: Ensure your webhook endpoint is correctly registered and configured to listen for
payment.paidandpayment.failedevents. Your system must respond with anHTTP 200status code to acknowledge receipt. If your webhook server goes down, retrieve the Payment status by ID to check for payment completion.
Payment Method-Specific Issues
Why are my card payments being declined?
Card payments can be declined for a variety of reasons, including invalid card details, the customer's bank declining the transaction, or security protocols not being met.
Solution:
Advise Customer to Check Card Details: Ask the customer to double-check their card number, expiration date, and CVC for accuracy.
Advise Customer to Contact Their Bank: Advise the customer that their issuing bank may have its own criteria for declining payments. They should contact their bank to authorize the transaction or to have their card updated for 3D Secure.
Check the Error Code: PayMongo's Fraud and Risk Engine may also decline transactions with codes like
fraudulent,restricted_card, orstolen_card. You can contact[email protected]for flagged transactions.Check 3D Secure Authentication: The transaction may have failed because the customer was unable to complete the 3D Secure authentication (e.g., failed to input the correct OTP from their bank).
A GCash, GrabPay, or Maya payment failed, but the customer's money was deducted.
This is an asynchronous issue where the e-wallet processed the payment but it failed to finalize on PayMongo's end, so the funds were never remitted to you.
Solution:
For GrabPay and Maya: If the payment failed to finalize on PayMongo's end but the customer's money was deducted, you should advise the customer to collect a proof of payment from their GrabPay or Maya account. Once they have this, you can then reach out to PayMongo's support team for further assistance.
For GCash: The funds are automatically returned to the customer as they never reached PayMongo's end. Advise the customer that Webpay refunds are typically within 24 hours, while GCash Mastercard refunds can take up to 7 days.
If the customer was able to provide a proof of payment for the transaction, you should send this to PayMongo's support team for easier resolution and faster investigation. This is the fastest way to get a resolution.
Why are my Online Banking transactions failing?
The most common reasons for online banking failures are insufficient funds in the customer's account or issues with the OTP process.
Solution:
Advise Customer to Check Funds: The customer should verify that they have a sufficient balance in their account for the transaction.
Advise Customer to Check OTP: If the customer is having trouble with the OTP, they should ensure their mobile number is correct with their bank and that they are not exceeding the maximum number of failed attempts.
Contact Support for
FlaggedStatus: For Brankas-powered payments, aFlaggedstatus indicates a potential issue, and you should contact[email protected]for further investigation.
Platform-Specific Issues
Why are my Shopify payments failing?
This can be due to configuration errors specific to the Shopify plugin, such as incorrect API keys, currency settings, or transaction limits.
Solution:
Check API Keys & Currency: Ensure you have entered the correct live secret API keys and that your Shopify store's currency is set to Philippine Peso (PHP).
Check Transaction Amount: The cart amount must be at least PHP 20.
Orders are not being updated at my WooCommerce site.
Your WooCommerce orders are not being updated because the webhook responsible for communicating payment status from PayMongo to your site is likely disabled.
Solution:
Check Your Webhooks:
Check the status of your WooCommerce webhook. If it is disabled, you will need to re-enable it.
Re-enable the Webhook
Once re-enabled, PayMongo will resume sending real-time payment notifications to your WooCommerce site, and your orders should begin updating correctly. For the past orders that were not updated, kindly update the status manually at your Woocommerce dashboard.
Getting Further Assistance
If you encounter persistent issues not covered by these scenarios, please reach out to [email protected] for assistance.