Troubleshooting

Situation

What to do?

Smart Checkout does not start at all.

There can be more than one reason.

(1) The JavaScript is not included properly. Please check whether the <script> tag is there, and the browser can load the JavaScript from https://checkout.secupay.com/assets/js/secupay-checkout.js. Usually you can see this in the network pane of the developer tools of your browser. In Chrome or Firefox you can open and close the developer tools by pressing F12. If it fails to load, check the <script> tag for typos.

(2) The articles or the form are not included properly. As long as the basket is empty, the button is inactive, and the checkout does not start. You can check the basket in the JavaScript console of the developer tools of your browser. Each time you add an article to the basket, the basket is output as a brief table in the console. In Chrome or Firefox you can open and close the developer tools by pressing F12.

(3) The submit button is not wired properly. Please check whether the submit button is placed inside the <form> element. You can also check in your developer tools, whether the event listener for the click event is properly linked.

Smart Checkout immediately shows an error page.

The implementation is done but one or more parameters seem to be misconfigured.

Check whether you find something helpful in the JavaScript console of the developer tools of your browser. In Chrome or Firefox you can open and close the developer tools by pressing F12. After opening the log console repeat your actions.

If you could not find anything helpful in the JavaScript console, please get in touch with our help desk. Describe the situation, tell your contract ID and the exact time, and ask to check the error logs for the exact reason.

Smart Checkout starts in a small window inside the page.

The CSS is not included properly. Please check whether the <link rel="stylesheet"> tag is there, and the browser can load the CSS file from https://checkout.secupay.com/assets/css/secupay-checkout.css. Usually you can see this in the network pane of the developer tools of your browser. In Chrome or Firefox you can open and close the developer tools by pressing F12. If it fails to load, check the <link> tag for typos.

I don't see the completed order in SecuOffice.

Did you replace the contract ID in our examples with your individual one? It is the <form> attribute data-sc-contract-id="GCR_...". Please check whether you have replaced GCR_WA66JUP62PNVHBHCXA57PRUNKZP0P5 from our code samples with your real contract ID.

Do you set data-sc-intent="order" to designate it as order?

I don't receive a payment.

Did you remove data-sc-is-demo="true" in the <form> tag, or replace it by data-sc-is-demo="false"?

After fixing this: For technical reasons it is not possible to change a demo transaction in a productive one. The buyer needs to repeat the checkout.

In SecuOffice you can see for every order whether it was placed in demo mode. So usually you would see it before you process the order.

I received a payment in my tests.

Did you set data-sc-is-demo="true" in the <form> tag?

After fixing this: Please cancel the transaction fully.

After switching from demo into production, Smart Checkout starts with an error page. Or there are less payment options than before.

Probably you contract is only configured for demo transactions so far. It is likely you are not onboarded fully yet. Perhaps the the beneficial owners are not identified fully.

If the reason is not known to you, please ask your project contact or getin touch with our friendly help desk.