Troubleshooting

Situation

What to do?

The Checkout Wizard does not start at all.

There are two main reasons:

(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. If not loaded properly, you should also see an error message like "ReferenceError: secupayCheckout is not defined" in the JavaScript console of the developer tools.

(2) The method secupayCheckout.enterCheckout() is not called for some reason. You can check this in the debugger view of the developer tools. It is likely you call the method in a event handler for either the click event, or the submit event of a form. Then you would register a breakpoint for these event, operate your controls, and step into the event handler.

The Checkout Wizard immediately shows an error page, or the preloader does not stop to cycle.

The parameters are misconfigured or the basket is empty.

First, 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 something 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.

The Checkout Wizard starts in a small window inside the page:

images/download/attachments/97373462/image2020-1-30_16-22-35.png

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? See above, Globale Options, attribute contractId.

I don't receive a payment.

Did you switch from demo to production? See above, Globale Options, attribute isDemo.

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 isDemo: true? See above, Globale Options, attribute isDemo.

After fixing this: Please cancel the transaction fully.

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

The onboarding process has not been completed and productive settings are not yet available. Your contract might be configured for demo transactions only. Perhaps the the beneficial owners are not identified fully.

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

The displayed amount to pay, article prices or shipping fee are much smaller than I have passed it.

Did you consider, that monetary amounts are passed in the smaller currency unit?