Troubleshooting

By far the most common issue. The payment succeeded at Buckaroo but the push message never reached Magento, or was rejected.

Start in Plaza, not Magento. Open the transaction and look at the Logs tab. It shows every push attempt and the response your server gave, which tells you straight away which half of the connection failed.

If the pushes failed with a timeout or connection error, the request never reached your store:

1. Are Buckaroo's IPs allowlisted? A firewall, WAF or hosting-level IP allowlist blocking them is the single most common cause. Check the current list against your rules. If the allowlist was set up a while ago, an address may have been added since.
2. Are the required ports open for inbound traffic from those addresses?
3. Is the store behind basic auth? Common on staging. Buckaroo can't authenticate.
4. Is the route cached? Varnish or a CDN in front of the plugin's routes will break it. See Installation.

If Plaza shows the pushes being delivered successfully but Magento didn't act on them:

5. Do the Secret keys match? If the key in Magento differs from the one in Plaza, the signature check fails and the push is discarded. This often happens after a key is regenerated in one place but not the other.
6. Check var/log/Buckaroo/ with the log level set to Debug. A rejected push is logged.

You don't need to check the push URL. The plugin sends it with every transaction request, so it can't be misconfigured.

Once you've fixed the cause, you don't have to chase the affected orders manually. Buckaroo retries for three days, so recent orders may resolve themselves. For older ones, resend from Plaza: open the transaction and use Actions, or use Transactions → Overview → Filters → Actions → Bulk Push to resend a batch.

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While you're investigating, it can help to switch on push failure emails in Plaza under Settings → Websites → Push settings → E-mail push failure. It notifies you on the first failed attempt, which is noisy for everyday use but exactly what you want while chasing a problem.

Work down this list:

1. Is the method set to Live or Test, not Off?
2. Is the method active on your Buckaroo contract? Check Plaza.
3. Does the cart total fall within the method's minimum and maximum order amount?
4. Does the customer's billing country match the allowed countries?
5. Is the customer in an allowed customer group?
6. Are you looking at the right store view? Configuration is scoped.
7. Have you flushed the cache since changing the configuration?
8. For Apple Pay: is your domain verified, and are you on a supported browser and device?

Usually credentials.

• Confirm the Store key and Secret key are correct and have no leading or trailing whitespace. Copy-paste from Plaza often picks up a trailing space.
• Confirm you're using keys from the right Buckaroo account and website.
• Check the log for the error returned by the gateway; it's usually specific.

• Is Refund enabled in the Buckaroo configuration?
• Did you use Refund rather than Refund Offline? Refund Offline doesn't send anything to Buckaroo.
• Does the method support refunds? Most do. See Order management.
• Is the original transaction settled? Some methods can't be refunded until settlement.
• Has the order already been refunded in Plaza? A double refund will be rejected.

Decline reasons come from the issuing bank, not from Buckaroo or Magento. The specific code is visible in Plaza under the transaction. See Decline codes for what each one means. "Do Not Honor" in particular is more nuanced than it sounds.

Second Chance depends on Magento cron. The plugin schedules a check every two minutes, but only if cron runs. Verify it:

php bin/magento cron:run --group=default

If manually running cron sends the emails, your scheduled cron isn't configured correctly.

1. Check the release notes for the versions you moved through. A breaking change may be documented.
2. Re-run the setup commands, including setup:di:compile, and flush the cache.
3. Confirm the Magento and PHP versions are still in the supported range.
4. If you've customised the plugin, check whether your customisation targets code that changed.

Usually stale static content or an uncompiled DI cache:

php bin/magento setup:upgrade
php bin/magento setup:di:compile
php bin/magento setup:static-content:deploy
php bin/magento cache:flush