Troubleshooting
Common problems with the Buckaroo app for BigCommerce, and where to look first.
Buckaroo status
Before investigating your own configuration, check whether there is a known incident affecting the Buckaroo platform or a specific payment method.
Common problems
A payment method does not appear at checkout
Work through these in order, since the last two are the ones people miss:
- The method's Mode is set to Live, not Off
- The method is active on your Buckaroo contract in Plaza
- Order amount allowed does not exclude the order total. A method outside its range is hidden with no message
- Countries either includes the customer's country or is left empty
- The method supports the currency of the order
Test Connection fails
Almost always credentials:
- Re-copy both keys from Plaza under Settings → API Keys, taking care not to include leading or trailing spaces
- Use the eye icon on each field to check what is actually stored
- Confirm the store key belongs to the Buckaroo store you mean to use. The store key differs per store, the secret key does not
A method works on one storefront but not another
Each storefront has its own configuration, including its own credentials and its own payment methods. A method enabled on one storefront is not enabled on another until you set it there too. Check the storefront shown at the top of the left menu, so you are looking at the settings for the one the customer is actually shopping on.
Transactions from several storefronts appear under one Buckaroo store
The same store key has been used for more than one storefront. Give each storefront the store key of the Buckaroo store its transactions should appear under. Transactions already processed cannot be reassigned.
Payments are simulated instead of charged
The method is still in Test. Mode is per method, so check each one. The banner on the payment methods page appears whenever any method is left in Test.
The order stays unpaid after a successful payment
Check the transaction in Plaza first to confirm it succeeded, then check whether the method was in Test at the time. If the payment succeeded in Plaza and the order is still unpaid, note the Buckaroo transaction key and the BigCommerce order number before reporting it.
I cannot refund from BigCommerce
Check the Refunds setting under General settings. With it switched off, refunds have to be handled in Plaza, which leaves the BigCommerce order showing as fully paid.
A card payment shows as authorised but not paid
Separate authorize and capture is enabled on the Cards method. The money is reserved rather than collected, and nothing reaches your account until you capture it. See Order management.
The card form does not load in my checkout
Hosted Fields uses embedded iframes and needs a valid Client ID and Client Secret from Plaza under Settings → Token registration. Also check whether a custom script is interfering with the checkout page.
A card brand is selected but not accepted
Selecting a brand under Allowed cards does not enable it on your Buckaroo contract. Check the brand is active on your account in Plaza.
The checkout looks wrong after adding a custom script
Remove the script entries one at a time to find which is responsible. Anything loaded there runs on your checkout page, so an unreachable or changed file can break it.
When reporting a problem, include the storefront URL, the payment method involved, the BigCommerce order number, and the Buckaroo transaction key if you have it.
Updated about 4 hours ago