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WooCommerce Troubleshooting Guide

🧠 Keep in mind

This troubleshooting guide is for Maya WooCommerce plugin only.

Basic Troubleshooting Steps

  1. Check if the Maya WooCommerce plugin version is the most recent one (v1.1.2). With compatible versions of Wordpress (v6.1) and WooCommerce (v7.3) also installed.

  2. Check if Maya Payment Gateway is enabled in WooCommerce dashboard.

ℹ️ As needed, disable/enable Maya Gateway in WooCommerce plugin.

  1. Make sure that the merchant account you are using is enabled to use the Maya Checkout WooCommerce product / solution.
  2. Check API Keys Setup.
  3. Check Webhooks Setup.
  4. Check Sandbox Mode setting (should only be enabled if Non-Production); should be aligned with the environment of the Maya Manager used.

Review API Keys Setup

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

  2. Check if API keys setup in WooCommerce plugin 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 WooCommerce product / solution.

  2. Check if Webhooks setup in WooCommerce plugin and Maya Manager are the same. (should be changed only in WooCommerce plugin; automatically synched in Maya Manager).

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

  1. Check if the Webhooks setup 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 WooCommerce Logs

  1. Go to WordPress dashboard.

  2. Hover over the WooCommerce menu.

  3. Click Status submenu.

  4. Once the Status page has loaded, click on Logs tab.

  5. On the Logs tab, there should be a dropdown of log files there (filename format: log-<date-of-transaction>.log).

Possible Troubleshooting Use Cases

Transaction is not existing in WooCommerce plugin dashboard but existing 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 WooCommerce dashboard) and reference number (in Maya Manager).
  3. If you need further help, check this.

Transaction status in WooCommerce plugin dashboard not in-synch 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 WooCommerce dashboard) and reference number (in Maya Manager).

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

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

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

  6. Retrigger Webhook in Maya Manager.

  7. Check Auth and Capture setup in both WooCommerce plugin and Maya Manager (with the help of your RM or the OPS-FT team), they should be aligned.

  8. Confirm if merchant setup is straight payments / automatic capture (and not manual capture).

⚠️ If merchant setup is manual capture, then they should capture first.

  1. If the status is PROCESSING in WooCommerce plugin dashboard, should be manually updated to COMPLETED.
  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.

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 WooCommerce dashboard) and reference number (in Maya Manager).

  3. Check Webhooks Setup.

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

  5. Retrigger Webhook in Maya Manager.

  6. Check network security setup of merchant site, turn-off firewall, contact 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 WooCommerce plugin are not synching 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 WooCommerce plugin dashboard.

  5. Check if there are multiple sites that are using the same WooCommerce 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.

Capture button not showing in WooCommerce 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 Auth and Capture setup in both WooCommerce plugin and Maya Manager (with the help of your RM or the OPS-FT team), they should be aligned.

  4. Confirm if merchant setup is manual capture (and not straight payments / automatic capture).

⚠️ If merchant setup is manual capture, then they should capture first.

  1. Check if full transaction amount has been captured. If only the partial amount has been captured, the transaction will still be PENDING (and not yet PROCESSING).
  2. Check with your RM if there is a backend merchant configuration i.e. special filtering of payload fields/details (that should only be used for Direct Checkout merchants), as this will limit sending of certain details from Maya Manager to WooCommerce plugin (including canCapture boolean field), and will affect display (or non-display) of the Capture button.
  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.

Payment Status became Cancelled after Capturing (after being Pending for a long time)

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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. Check Auth and Capture setup in both WooCommerce plugin and Maya Manager (with the help of your RM or the OPS-FT team), they should be aligned.

  5. Confirm if merchant setup is manual capture (and not straight payments / automatic capture).

⚠️ If merchant setup is manual capture, then they should capture first.

  1. Check if full transaction amount has been captured. If only the partial amount has been captured, the transaction will still be PENDING (and not yet PROCESSING).
  2. Check if there are multiple sites that are using the same WooCommerce plugin and the same Maya Manager, see details.
  3. Ensure that hold stock (minutes) configuration in WooCommerce>Inventory in WooCommerce plugin dashboard. After the time setting in this field, all pending orders are cancelled and the capture button will no longer appear.
  4. If the status is PROCESSING in WooCommerce plugin dashboard, should be manually updated to COMPLETED.
  5. Check logs if relevant webhooks are sent (Maya Manager logs) and received (WooCommerce plugin logs).
  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.

Encountering “Error Processing Checkout” or “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 WooCommerce dashboard) and reference number (in Maya Manager).

  3. Check WooCommerce 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 RM 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 Business Manager 1.0 or Maya Business Manager 2.0. Otherwise, get in touch with your Relationship Manager or OPS-FT ([email protected] / [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.

Error encountered during refund using WooCommerce 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. Let your support or RM know which payment method you are using in the transaction. It is possible that there was an issue with its setup.

  4. Check Maya Manager logs to see the actual error i.e. if receiptNumber and requestReferenceNumber are existing in the transaction refund details.

  5. Retry refund via WooCommerce dashboard.

  6. If refund cannot be done anymore via WooCommerce dashboard, this is due for manual refund by Maya’s Operations team.

  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.

Encountering system errors/exceptions in WooCommerce 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 WooCommerce plugin logs,and look for the actual error or exception logged.

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

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

  6. Check other installed plugins of merchant site/Wordpress dashboard (troubleshoot for possible compatibility 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.

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 WooCommerce dashboard) and reference number (in Maya Manager).

  3. Check WooCommerce 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 WooCommerce dashboard) and reference number (in Maya Manager).

  3. Check if Maya Payment Gateway is enabled in WooCommerce dashboard.

ℹ️ As needed, disable/enable Maya Gateway in WooCommerce plugin.

  1. Check the customized backend code of the WooCommerce plugin, if there are 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.

No logs are existing in WooCommerce plugin

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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. Enable Sandbox Mode in WooCommerce dashboard.

  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.

If multiple sites are using the same WooCommerce 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 WooCommerce 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 Business Manager 1.0 or Maya Business Manager 2.0. Otherwise, get in touch with your Relationship Manager or OPS-FT ([email protected] / [email protected]).

If you need further help

  1. Create ASKMAYADEV ticket in Maya Developer Hub Service Desk .

ℹ️ See our ASKMAYADEV filing guide here.

  1. Uninstall/Install Maya WooCommerce plugin in Wordpress.
  2. Disable other installed plugins in Wordpress.
  3. Setup a SandBox environment or a Production “Test” account. Please contact your 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 WooCommerce 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 merchant account enabled to use WooCommerce.

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

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

Updated over 1 year ago

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