Common questions about taking payments with TruPayments and its gateway add-ons, with the possible causes listed in the order to check them.
Also see
Booking FAQ, Store FAQ and the General FAQ.
A method is offered only when all of these are true. Check them in order:
| Possible cause | What to do |
|---|---|
| The gateway add-on is not active | Activate it in Plugins. Gateways need TruPayments. |
| No Payment Method exists for the gateway | Gateways are exposed through a Payment Method. Create or edit one and choose the gateway. |
| The method is not enabled | Switch it on. |
| The scope does not include Booking or the shop | A method can be limited to Booking, TruCommerce or both. |
| The currency is not supported | The order currency must be supported by the method and the gateway. Check the default currency in Payment Settings. |
| A Billing Zone excludes the customer | Check the zones assigned to the method. See Billing Zones. |
| The gateway rejects the amount | Some methods have minimum or maximum amounts. |
| The page is cached | Clear the cache. |
| Possible cause | What to do |
|---|---|
| Mode and keys do not match | Each gateway has a Mode (Sandbox or Live) and separate keys for each. Use sandbox keys in Sandbox mode and live keys in Live mode. |
| A key was pasted with extra spaces | Copy it again without spaces or line breaks. |
| The key belongs to another account or region | Check the gateway dashboard. |
| The key was revoked or expired | Create a new key and update the add-on. |
Set the gateway Mode to Sandbox, enter the sandbox credentials, make a test payment from Booking or the shop, check the transaction in TruPayments, and only then switch to Live. Use the test card numbers of your gateway.
Check the Mode of the gateway, the live keys and the live webhook secret, then clear the cache.
After the customer pays, the gateway tells TruCMS the result through a notification (webhook). If it does not arrive, the booking or order is not confirmed.
| Possible cause | What to do |
|---|---|
| The webhook address is not set in the gateway | Each add-on shows a read-only Webhook URL. Copy it into the gateway’s dashboard. |
| The webhook secret is missing or wrong | Copy the signing secret from the gateway dashboard into the add-on (separate for Sandbox and Live). |
| The site address changed | If you changed domain, the webhook address in the gateway dashboard must change too. |
| The site blocks the gateway | A firewall, maintenance mode or password protection can block the notification. Disable them for the webhook address. |
| The method confirms later | Bank transfers and some local methods can take hours or days. |
| The customer never returned | The return page is a convenience; the webhook confirms the payment. |
Open Transactions & Refund History. Each attempt has a status, the amount, the method and any refunds.
| Possible cause | What to do |
|---|---|
| The gateway does not allow it | Some methods cannot be refunded electronically. Refund outside TruCMS and record it. |
| The payment is too old | Gateways limit how long a payment can be refunded. |
| The refund is more than the payment | Refund up to the amount paid, including earlier refunds. |
| Not enough balance at the gateway | Some gateways need funds available. |
| You lack the permission | Refund permissions are separate. See Roles & Permissions. |
| Gateway | Common issue | What to check |
|---|---|---|
| Stripe | Cards decline or the checkout page is empty | Public key and secret key for the right mode; webhook secret; the account is activated for live payments. |
| PayPal | The PayPal button does not appear | Client ID and secret for the right mode; the currency is supported by PayPal; the buyer’s country. |
| Mollie | A local method is missing | Enable the method in the Mollie dashboard; check the order currency and amount limits. |
| Braintree | Authentication or merchant account error | Merchant ID, public and private keys and the merchant account ID for the currency. |