WooCommerce: Troubleshooting

Troubleshoot common issues

First, we recommend following the steps in Troubleshoot common issues article to ensure proper connection between Mollie and your WooCommerce instance and then the steps below for WooCommerce-specific settings.

Next, you can move on to the integration-specific troubleshooting below.

Check Mollie webhook notifications

To trigger payment and order status updates, Mollie sends webhook notifications to the Mollie for WooCommerce plugin. These notifications are saved in WooCommerce so that you can check whether any webhooks have failed.

The WooCommerce logs contain Information on the success or failure of Mollie webhook calls. If a webhook notification states that a webhook was unsuccessful, check whether payments are processing properly.

Incorrect order status updates

Status mismatches are often caused by other connected plugins either being out-of-date or a webhook not being called.
First, we recommend checking webhooks and why they might not get called (see HTTP status codes), and then disabling plugins one by one to see if the issue is alleviated.

In most cases, webhook issues are due to the server-side problems, such as:

• Invalid or misconfigured webhook URLs.
• Redirects interfering with webhook delivery.
• Transaction or order IDs that can not be found in the merchant’s database.

The most common plugin issues are 422 mismatch errors which are often caused by plugin conflicts (shipping plugins, discount, or promotional). These can introduce duplicated orders, which result in a total amount that does not match the expected amount.

To troubleshoot these issues:

• Check WooCommerce logs
  If there's a compatibility issue, it will often trigger an error that can be found in the WooCommerce or Mollie plugin logs.
• Disable your other plugins one by one
  Deactivate all non-essential plugins and then reactivate them one by one, testing after each activation. If the issue stops when a specific plugin is disabled, that plugin is likely the source of the conflict.
• Report the identified issue to Mollie Support
  If you found a plugin that is not compatible, please contact Mollie Support with the following info:
  • The exact error from the integration logs.
  • A screenshot of the order summary at checkout.

Once we identify the issue and the plugin causing the discrepancy, we can check if they can be used in a compatible manner.

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The best way to troubleshoot existing issues is in a staging environment using your Test API key.

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Mollie can not guarantee resolution for all plugin conflicts. We prioritize fixes based on factors such as the popularity of the conflicting plugin, the severity of the issue, and internal resource availability.

Get the log files

Mollie for WooCommerce keeps a log of all Mollie-related activity that takes place. You can use the log to investigate the root cause of a problem.

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Note

For Mollie diagnostic information to be available, you need to enable debugging for Mollie.

To get the WooCommerce log file, make sure you have the admin role and follow these steps:

1. Go to WooCommerce > Status > Logs.
2. Select a log file from the drop-down menu.
3. Select View.

The information provided in the logs should help you to understand which troubleshooting steps to take. We recommend that you share the log files with us whenever you contact support for assistance.

Check the release notes

Refer to Mollie for WooCommerce releases to check whether the issue was fixed in a newer version of Mollie for WooCommerce.

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Important

Before updating Mollie for WooCommerce, review Mollie for WooCommerce releases to ensure compatibility with your version of WooCommerce or third-party plugins.

Solve common problems

Restore the connection

First, verify that you used the correct API keys.

If you have the Admin role, you can also perform the following tasks:

Ensure that external connections to https://api.mollie.com are not blocked by a site- or server firewall.

Ensure that SSL v3↗ is disabled on your server.

Ensure your server is up to date and that the latest security patches have been installed.

If applicable, ask the organization hosting your server to send a cURL request to port 443 on api.mollie.com via PHP.

Enable debugging

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Note

Enabling debugging increases server storage requirements due to additional log data.

1. Log in to WooCommerce.
2. Go to WooCommerce > Settings.
3. Select the Mollie Settings tab.
4. Scroll down to Debug log and select the checkbox.
5. Save the changes.

Reactivate the plugin

1. Log in to WooCommerce.
2. Select My Sites.
3. Select the name of the relevant network site.
4. Select Plugins.
5. Scroll down to Mollie for WooCommerce and select Deactivate.
6. Select Reactivate.

Reinstall the plugin

1. Log in to WooCommerce.
2. Go to My Sites > Network Admin > Plugins.
3. Scroll down to Mollie for WooCommerce and select Delete.
4. If the Delete option is unavailable, Mollie for WooCommerce is still active in the settings of at least one of your network sites.
5. Reinstall Mollie for WooCommerce.

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Note

By default, Mollie configuration data will be retained when you uninstall and reinstall. If you want a complete uninstall, select Remove Mollie data from Database on uninstall in the Advanced settings of the Mollie configuration page.

Change your Mollie for WooCommerce version

There may be conflicts between Mollie for WooCommerce and third-party plugins. Try changing your version of Mollie for WooCommerce to an earlier or later release to solve the issue.

To change the version, download the relevant .zip file from the Previous versions drop-down menu at the bottom of the Mollie for WooCommerce plugins page, and upload it to WordPress.