Difference between revisions of "Payment Processing Issues"

Revision as of 16:18, 28 September 2021

Use the instructions below to resolve common payment processing issues:

Merchant Gateway Declining or Failing

Check Billing > Gateway Log for your payment gateway's returned response. This should indicate the problem. Then, look up the error codes in your payment gateway's documentation or contact their support team.

For more information on common errors, see each payment gateway's dedicated documentation.

Blank Payment Gateway Page

Usually, this indicates a double copy of a gateway file in the modules/gateway directory, either in the .htaccess/php.ini file or another non-WHMCS file in the directory. Removing this should resolve your problem.

Gateway Module Error: Configuration Function (_config) not found

In WHMCS 7.8 and higher, Configuration () > System Settings > Payment Gateways (Setup > Payments > Payment Gateways in WHMCS 7.8 through 7.10) will check whether the gateways in the /modules/gateways folder contain the *_config function, which is required for use with WHMCS.

If any gateways are missing this function, a message will display at the top of the page with a list of applicable gateway files. Audit each of them and remove or correct them to resolve this.
To correct them, add the function to the file according to our [documentation].
If you are using a third-party gateway, you may need to contact them to update the gateway module.

This may also indicate unexpected non-gateway files in the /modules/gateways folder. If this is the cause, audit and remove the unneeded files.

User Redirected to Wrong Page on Checkout

If you have customised your WHMCS header template and added or removed a form, you must update the forwardpage.tpl template file.

By default, this submits form 0 or 1 on the page. If you add a form to your header, increment the forms[x] setting.

Invalid Access Attempt

To avoid this error, make sure that you are logging in to the Admin Area using the exact URL in Configuration () > System Settings > General Settings, or, prior to WHMCS 8.0, Setup > General Settings.

For example, if the WHMCS System URL is http://www.example.com/whmcs/, you would need to log in to your Admin Area at http://www.example.com/whmcs/admin. If you log in at http://example.com/whmcs/admin, omitting the www., you will see the Invalid Access Attempt message.

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+Use the instructions below to resolve common payment processing issues:
 ==Merchant Gateway Declining or Failing==
-Take a look in '''Billing > Gateway Log''' to see exactly what response your payment gateway is returning and that should indicate what the problem is for you. It would then be necessary to look up the error codes in your payment gateway's documentation or contact their support team for an explanation.
+Check '''Billing > Gateway Log''' for your payment gateway's returned response. This should indicate the problem. Then, look up the error codes in your payment gateway's documentation or contact their support team.
-The explanation of common errors are located in the Troubleshooting sections of each payment gateway's [[Payment_Gateways#Merchant_Gateways|dedicated page]] of the documentation.
+For more information on common errors, see each payment gateway's [[Payment_Gateways#Merchant_Gateways|dedicated documentation]].
 ==Blank Payment Gateway Page==
-This is usually caused by a double copy of a gateway file in the modules/gateway directory or .htaccess/php.ini or other file not provided with WHMCS in the directory that needs to be removed.
+Usually, this indicates a double copy of a gateway file in the <tt>modules/gateway</tt> directory, either in the <tt>.htaccess/php.ini</tt> file or another non-WHMCS file in the directory. Removing this should resolve your problem.
 ==Gateway Module Error: Configuration Function (_config) not found==
-Starting with WHMCS 7.8, '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Payment Gateways''' ('''Setup > Payments > Payment Gateways''' in WHMCS 7.8 through 7.10) will perform a check to ensure that all present gateways in the /modules/gateways folder contain the required *_config function (without it, a payment gateway cannot be used with WHMCS). If any gateways are found to be missing this function, an informational message will display at the top of the page with a list of the applicable gateway files. You can then audit each of them and remove or correct to resolve this. Correcting will involve adding the _config function to the mentioned file and using it to handle the payment gateway settings as per our documentation at https://developers.whmcs.com/payment-gateways/configuration/ . If you are using a gateway provided by a third party developer, it may be necessary to contact them to update the gateway module to fix this.
+In WHMCS 7.8 and higher, '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > Payment Gateways''' ('''Setup > Payments > Payment Gateways''' in WHMCS 7.8 through 7.10) will check whether the gateways in the <tt>/modules/gateways</tt> folder contain the <tt>*_config</tt> function, which is required for use with WHMCS.
-This can also be caused by unexpected non-gateway files in the /modules/gateways folder, so auditing and removing these may be needed under some circumstances.
+* If any gateways are missing this function, a message will display at the top of the page with a list of applicable gateway files. Audit each of them and remove or correct them to resolve this.
+* To correct them, add the function to the file according to our [[https://developers.whmcs.com/payment-gateways/configuration/ documentation]].
+* If you are using a third-party gateway, you may need to contact them to update the gateway module.
+This may also indicate unexpected non-gateway files in the <tt>/modules/gateways</tt> folder. If this is the cause, audit and remove the unneeded files.
 ==User Redirected to Wrong Page on Checkout==
-If you have customised your WHMCS header template and added or removed a form, you will need to update the forwardpage.tpl template file which by default will submit form 0 or 1 on the page - if you add a form to your header need to add 1 to the forms[x] setting in that file, if you remove one, you need to subtract 1
+If you have customised your WHMCS header template and added or removed a form, you must update the <tt>forwardpage.tpl</tt> template file.
+By default, this submits form 0 or 1 on the page. If you add a form to your header, increment the <tt>forms[x]</tt> setting.
 ==Invalid Access Attempt==
-To avoid this error, please ensure you are logging into your admin area using the exact URL defined in '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > General Settings''', or, prior to WHMCS 8.0, '''Setup > General Settings'''.
+To avoid this error, make sure that you are logging in to the Admin Area using the exact URL in '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > General Settings''', or, prior to WHMCS 8.0, '''Setup > General Settings'''.
-If for example your WHMCS System URL is set to http://www.example.com/whmcs/, you would need to login to your admin area at http://www.example.com/whmcs/admin. If you login at http://example.com/whmcs/admin this can cause the Invalid Access Attempt message (note the www. was omitted).
+For example, if the '''WHMCS System URL''' is <tt>http://www.example.com/whmcs/</tt>, you would need to log in to your Admin Area at <tt>http://www.example.com/whmcs/admin</tt>. If you log in at <tt>http://example.com/whmcs/admin</tt>, omitting the <tt>www.</tt>, you will see the '''Invalid Access Attempt''' message.
 {{troubleshooting}}

Documentation