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Troubleshooting common issues

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Troubleshooting checklist

Restore the connection

Mollie ensures a secure connection to third-party applications using API keys. Incorrect API keys can cause unprocessed payments, payment methods unavailability, or incorrect payment statuses.

Verify that the API keys are correct by checking your Mollie Dashboard > Developers > API keys.

Activate payment methods

If a payment method is inactive, or was deactivated in your Mollie Dashboard after you added it to the checkout, it may not appear in your store or your customers might run into errors when trying to pay.

Ensure your payment methods work properly by managing their status in your Mollie Dashboard:

  1. Log in to your Mollie Dashboard.
  2. Select the organization in the top-left corner of the dashboard's home page.
  3. Go to Organization settings > Profiles.
  4. Select the web store to view the payment methods and their status.
  5. Select the payment method.
  6. Select Activate.

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Important

Some payment methods require Mollie's approval before they're available in your Mollie Dashboard. If your account has been approved but payment methods are still missing from your dashboard, contact support.

Compare the statuses

If the statuses between Mollie and your store don't match, check whether payments are processing properly.

Mollie statuses are displayed in your Mollie Dashboard. To view the Mollie statuses, follow these steps:

  1. Log in to your Mollie Dashboard.
  2. Go to Payments.
  3. The payment's status is displayed in the Status column.

Common issues

Payment methods are missing from the checkout

When you connect the Mollie app, it retrieves the payment methods that are active in your Mollie account. To make them available in your checkout, you need to enable them as a separate step.

If there are payment methods missing from your checkout, try these steps to solve the issue:

  1. Activate the payment methods in your Mollie account.
  2. Ensure that the payment methods have been added to your checkout.
  3. Check whether the payment method's customization settings have an impact on their visibility.
  4. Check whether the payment method's localization settings have an impact on their visibility.

Payments aren't processing properly

Most Mollie modules use webhooks to notify third party apps of status updates.

If a webhook fails, it's not possible to process payments properly and statuses aren't updated.

Try these steps to solve the issue:

  1. Check your API keys.
  2. Use diagnostic information (available logs) to identify the root cause.
  3. Check whether your store is online.

Customers get errors in the checkout

If customers get an error during the checkout, there might be an issue with the Mollie module/plugin.

Try these steps to solve the issue:

  1. Check any available log files for error messages.
  2. If the error is caused by a failed connection with Mollie, restore the connection.
  3. If possible in your application, enable debugging to capture full error messages.

Need further help?

Consult our developer community

Join the Mollie Developer Community on Discord↗. Connect with Mollie's product and engineering team and get technical help from the community. Learn, share, and grow together with fellow community members.

Contact support

In case you're still experiencing problems or have questions, contact support.

When you contact our support team, ensure you provide the following information:

  • A clear description of the problem or your request.
  • If possible, include an example and the steps to take to reproduce the problem.
  • Your Mollie plugin/module version.
  • Your integration version.
  • (optional) The logs with additional information.

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Important

Mollie can only provide support for its integration when it runs using the default code and settings provided in the source files.

Updated 4 months ago