Troubleshooting

Work through these in order:

1. The method is set to Off in the app. Set it to Live under Payment Methods Settings.
2. The method is not active on your Buckaroo account. The app lists every method it supports, including ones your account cannot use yet. Check the method in Buckaroo Plaza.
3. Enabled Countries on the method's own settings page does not include the customer's country. Leave it empty to offer the method everywhere.
4. The order total falls outside Minimum order amount allowed or Maximum order amount allowed on that same page. The comparison uses the checkout total with tax included, so an order can sit inside your limit before tax and outside it after. A test order of an unusual size is a common way to trip this without noticing.
5. The method does not accept the order's currency or the customer's country at scheme level. Several methods are limited to one market, so they hide themselves rather than fail at payment. See Overview per country.

Causes 3 and 4 hide the method silently, with nothing shown to the customer and nothing logged, so check them early rather than last.

Card brands are switched on individually. Click Configure on the Cards tile and check the mode on the brand itself, since the rest of the brands working tells you nothing about that one. There is no overall Cards switch to check, so the brand's own mode is the only one that matters.

The brand also has to be active on your Buckaroo account, and it has its own settings page, so check its Enabled Countries and order amount limits too. Klarna behaves the same way, with Klarna KP and Klarna MoR switched on separately.

Check the transaction in Plaza first. If Buckaroo shows the payment as pending rather than successful, the order is correct and it will update when the payment clears. Some methods, such as bank transfer, take days.

If Plaza shows the payment as successful and the Lightspeed order still has not moved after a few minutes, contact support with the Buckaroo transaction key and the Lightspeed order number.

Note that a failed or abandoned payment also leaves the order at Awaiting payment, so the order alone cannot tell you which happened. Plaza can. See Order statuses.

If the order was paid with Riverty, Klarna KP or Klarna MoR, the amount is only collected when you mark the order as shipped. An order sitting at Ready for shipment is holding a reservation rather than a payment.

Mark it as shipped and the app collects the amount, moving the order to Completed.

If you already marked it as shipped and the money still has not arrived, the collection itself may have failed. Lightspeed shows nothing when that happens, so check the transaction in Buckaroo Plaza to see whether it went through. See Order management.

Click Test Connection under Settings in the app to confirm whether the keys are the problem.

The store key and secret key are different things and are easy to swap. The store key belongs to one store, the secret key to your whole account. Copy both again from Settings → API Keys in Plaza and check for a trailing space.

If your account has more than one store, also check you took the store key from the store this Lightspeed store should report to. Test Connection passes with a key from the wrong store, so it cannot catch that one.

Check the Refunds setting first, because it is disabled by default. Until someone enables it, credit notes in Lightspeed never reach Buckaroo, and nothing about the credit note itself will tell you that. Either enable it in Configuration, or refund from the transaction in Plaza and keep creating credit notes manually to match.

If refunds are enabled and the credit note still did nothing, check whether the payment method supports refunds through the app at all. See the method's page under Payment methods.

The logos need a script added in Lightspeed, not in the Buckaroo app. Go to Settings → Web extras → Custom Head Code in your Lightspeed back office and check the External script URL field contains the URL shown under Extras in the app. Copy it from there rather than typing it. See Configuration.

For icons at the bottom of the checkout page rather than the store footer, enable Custom Icons in the app instead.

That screen only lists methods set to Live or Test. Anything set to Off is left out. Change the method's mode under Payment Methods Settings and it appears.

Your Cancel Expired Period is short enough to catch customers who start a payment, step away and come back to finish it. Raise it in Configuration.

If the cancelled orders are bank transfers or PayPerEmail requests, this is not the cause. Both are exempt from the global period. Bank transfer's Due date (in days) will not explain it either, since that only sets the date shown in the customer's payment instruction email.

Separately, if a PayPerEmail customer reports their link no longer works, check that method's Expiration date (in days), which does stop the link once it passes. Bank transfer and some buy now pay later methods can take several days, and an order that expires first is cancelled even though the customer intended to pay. Raise the period in Configuration.