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Magento Troubleshooting Guide

🧠 Keep in mind

This troubleshooting guide is for Maya Magento plugin only.

Basic Troubleshooting Steps

  1. Check if the Maya Magento plugin extension version is the most recent one (v1.1.3). Go to Maya Business Plugin to download the latest version.

⚠️ This is compatible with installed version of Magento (v2.4).

  1. In the Magento plugin dashboard, check under Card Payments if the Maya payment method is enabled.

ℹ️ As needed, disable/enable Maya payment method in Magento plugin.

  1. Make sure that the merchant account you are using is enabled to use the Maya Checkout Magento product/solution.
  2. Check API Keys Setup.
  3. Check Webhooks Setup.
  4. Check that the Mode setting is “Test” or “Live”; it should be aligned with the Maya Manager environment.

Review API Keys Setup

  1. Make sure that API keys are generated under the merchant account enabled to use the Maya Checkout Magento product/solution (see Maya Manager merchant account’s API keys setup).

  2. Check if the API keys set up in the Magento plugin dashboard and Maya Manager are the same.

  3. As needed, delete and/or regenerate new API keys as needed (maximum of 4, 2 sets of public and secret keys).

Review Webhook Setup

  1. Make sure that the Webhooks are enrolled under the merchant account enabled to use the Maya Checkout Magento product/solution.

  2. Check if the Webhooks Settings-Webhook Base URL in the Magento plugin dashboard and the base URL of the Webhooks set in Maya Manager are the same.

⚠️ Webhook URLs/endpoints should be changed only in Magento plugin dashboard; they are automatically synced in Maya Manager.

  1. Check if the Webhooks set up in Maya Manager are tested and are valid webhook endpoints.

✅ Use the Maya Manager Webhook Testing tool to check the registered webhook endpoints return 200 OK.

  1. Make sure that a specific set of Webhooks is used by only one (1) MID / merchant account.

Retrieving Magento Logs

  1. Retrieve different logs from your Magento instance log directory (/var/logs/):
    1. maya-log-<date-of-transaction>.log
      1. contains logs specific for Maya Magento extension
    2. debug.log
      1. contains all logs, including debug logs from Magento
    3. system.log
      1. contains Magento system logs, including Maya Magento extension logs

If you're experiencing server errors or timeouts, check the Sandbox Health Page for real-time updates on service status. If an outage is indicated, rest assured that our team is already on it, working to restore services as soon as possible.

Possible Troubleshooting Use Cases

Transaction does not exist in the Magento plugin dashboard, but exists in Maya Manager

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  1. Review our Basic Troubleshooting Steps.
  2. Do another transaction and take note of the order number (in Magento dashboard) and reference number (in Maya Manager).
  3. If you need further help, check this.

Transaction status in Magento plugin dashboard not in sync with Maya Manager (or status is not expected)

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  1. Review our Basic Troubleshooting Steps.

  2. Do another transaction and take note of the order number (in Magento dashboard) and reference number (in Maya Manager).

  3. Check Webhooks Setup. It is possible that webhooks are not being triggered or are not being received.

  4. Check if there are multiple sites that are using the same Magento plugin and the same Maya Manager, see details.

  5. Check logs if relevant webhooks are sent (Maya Manager logs) and received (Magento plugin logs).

  6. Retrigger Webhook in Maya Manager.

  7. Confirm with your Maya Relationship Manager or email Maya Business Support ([email protected]): your Auth and Capture setup in Maya Manager, it should be straight payments / automatic capture (turned off).

  8. If the status is PROCESSING in the Magento plugin dashboard, it should be manually updated to COMPLETED.

  9. Do another transaction and check if there is still an error / if something still does not work.

  10. If you need further help, check this.

Webhook notifications not being triggered or not being received

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  1. Review our Basic Troubleshooting Steps.

  2. Do another transaction and take note of the order number (in Magento dashboard) and reference number (in Maya Manager).

  3. Check Webhooks Setup.

  4. Check logs if relevant webhooks are sent (Maya Manager logs) and received (Magento plugin logs).

  5. Retrigger Webhook in Maya Manager.

  6. Check the network security setup of the merchant site, turn-off firewall, and contact the hosting provider (troubleshoot for possible hosting issues).

  7. Do another transaction and check if there is still an error / if something still does not work.

  8. If you need further help, check this.

Webhooks in the Magento plugin are not syncing to Maya Manager

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  1. Review our Basic Troubleshooting Steps.

  2. Do another transaction and take note of the order number (in WooCommerce dashboard) and reference number (in Maya Manager).

  3. Check Webhooks Setup.

  4. Re-”Save” the webhook settings page (Payments) in the Magento plugin dashboard.

  5. Check if there are multiple sites that are using the same Magento plugin and the same Maya Manager, see details.

  6. Retrigger Webhook in Maya Manager.

  7. Do another transaction and check if there is still an error / if something still does not work.

  8. If you need further help, check this.

An order confirmation email notification is sent to the customer even though the payment for that order is not yet COMPLETED

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  1. Review our Basic Troubleshooting Steps, particularly step 1.

  2. In the Maya Magento plugin dashboard, under Miscellaneous Settings, check if the dropdown value for Send order confirmation email before payment resolution is No.

  3. Do another transaction and check if there is still an error / if something still does not work.

  4. If you need further help, check this.

Encountering “Payment Failed” or “Invalid Request”

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  1. Review our Basic Troubleshooting Steps.

  2. Do another transaction and take note of the order number (in Magento dashboard) and reference number (in Maya Manager).

  3. Check Magento plugin logs, this could be related to merchant onboarding setup, fraudulent transaction, currency used, cards used, or API keys used.

  4. Let your support or Maya Relationship Manager know which payment method you are using in the transaction. It is possible that there was an issue with its setup.

  5. Make sure you are only using one (1) of the following: Maya Manager 1.0 or Maya Business Manager. Otherwise, get in touch with your Maya Relationship Manager or email Maya Business Support( [email protected]).

  6. Do another transaction and check if there is still an error / if something still does not work.

  7. If you need further help, check this.

Encountering system errors/exceptions in Magento plugin dashboard

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  1. Review our Basic Troubleshooting Steps.

  2. Do another transaction and take note of the order number (in WooCommerce dashboard) and reference number (in Maya Manager).

  3. Check Magento plugin logs, and look for the actual error or exception logged.

  4. Check if there is another Maya Magento plugin installed. Please use the most recent one, and deactivate/remove the old one/s.

  5. Check the network security setup of the merchant site, turn-off firewall, and contact the hosting provider (troubleshoot for possible hosting issues).

  6. Do another transaction and check if there is still an error / if something still does not work.

  7. If you need further help, check this.

Not redirecting to Maya’s payment page

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  1. Review our Basic Troubleshooting Steps.

  2. Do another transaction and take note of the order number (in Magento dashboard) and reference number (in Maya Manager).

  3. Check Magento plugin logs, this could be related to merchant onboarding setup, fraudulent transaction, currency used, cards used, or API keys used.

  4. Do another transaction and check if there is still an error / if something still does not work.

  5. If you need further help, check this.

Maya payment option does not appear on the website

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  1. Review our Basic Troubleshooting Steps.

  2. Do another transaction and take note of the order number (in Magento dashboard) and reference number (in Maya Manager).

  3. In the Magento plugin dashboard, check under Card Payments if the Maya payment method is enabled.

ℹ️ As needed, disable/enable Maya payment method in Magento plugin.

  1. Check the customized backend code of the Magento plugin, if there is hardcoded logic that allows or prevents certain payment options.
  2. Do another transaction and check if there is still an error / if something still does not work.
  3. If you need further help, check this.

If multiple sites are using the same Magento plugin and/or Maya Manager

  1. Make sure only one (1) site or environment is active at a time (SandBox or Production) that is using the Magento plugin and Maya Manager. It is possible that multiple plugin instances are the reason why the order statuses are not aligned or the webhook notifications are not triggered.

  2. Make sure you are only using one (1) of the following: Maya Manager 1.0 or Maya Business Manager. Otherwise, get in touch with your Maya Relationship Manager or email Maya Business Support ([email protected]).

If you need further help

  1. For Production concerns, please contact [email protected] or explore Maya Business Help Desk.
  2. For Sandbox concerns, create ASKMAYADEV ticket in Maya Developer Hub Service Desk .

ℹ️ See our ASKMAYADEV filing guide here.

  1. Disable or uninstall other instances of the Magento plugin in your environment.
  2. Set up a Sandbox environment or a Production “Test” account. Please contact your Maya Relationship Manager.

When filing for ASKMAYADEV

  1. Make sure you are enrolled in the Maya Developer Hub Service Desk . Otherwise, please contact [email protected].

  2. Share the request payload and reference number (in Maya Manager) or the order number (in Magento dashboard).

  3. Share the response payload and result/response code.

  4. Share a screen recording of transaction/s.

  5. Share the screenshots of Maya Manager transaction/s (list, status, and details) under the merchant account enabled to use Magento.

  6. Share the screenshots of Magento plugin order/s (list, status, and details).

  7. Share the Magento plugin logs and check for errors (i.e., Currency issues, Fraud issues, Card issues).

Updated 7 days ago