Troubleshooting
Common problems with the Buckaroo app for CCV Shop, 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
Payments are not charged, even though the method is set to Live
The app-wide Mode in General settings is still set to No, I'm Testing, which overrides every method. Set it to Yes, I'm ready to receive payments and save.
A payment method does not appear at checkout
Check each of the following:
- The method is set to Live, not Off
- The method is active on your Buckaroo contract in Plaza
- The method supports the currency and country 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 website key belongs to the Buckaroo store you mean to use. It differs per store, the secret key does not
The order stays unpaid after a successful payment
Check the transaction in Plaza first to confirm it succeeded, then check whether the app or the method was in test mode at the time. If the payment succeeded in Plaza and the order is still unpaid, note the Buckaroo transaction key and the CCV Shop order number before reporting it.
I cannot find a refund option in CCV Shop
There is not one. Refunds are issued in Plaza rather than from your CCV Shop dashboard, and the refund is not written back to the order. See Order management.
I cannot find the Buckaroo settings
Go to App store in your CCV Shop dashboard, open the Buckaroo app, and select EDIT. The settings are inside the app rather than in your CCV Shop payment settings.
Contact support
Still stuck? Tell us what you expected to happen and what happened instead, and add whatever else applies:
- Your CCV Shop order number, if the issue involves an order
- The Buckaroo transaction key, if a payment is involved. You will find it on the transaction in Plaza
- The payment method, and whether it was live or test
- A screenshot, if something looks wrong rather than behaves wrong
Never share your secret key, with us or with anyone else. Support never needs it.
You can find our contact details on the Contact us page.
Updated 18 days ago