Troubleshooting
Most problems come down to one of four things: credentials, a mode left in the wrong state, a restriction hiding a method, or a push message not reaching your store. Work through the symptoms below before contacting support.
Buckaroo status
If something stopped working and nothing changed on your side, check the Buckaroo status page first. An ongoing incident explains most sudden problems, and there is nothing to fix on your side.
Debug log
The module keeps its own log, which you can read from the module's log screen in the back office. It records what was sent to Buckaroo and what came back, which is usually enough to tell a configuration problem from a gateway one. Have it open before you start changing settings.
Common problems
Test Connection says the credentials are not valid
- Check for whitespace copied along with either key. This is the most common cause by a wide margin.
- Confirm the store key belongs to the store you intend to charge against.
- If the secret key was regenerated in Plaza, the old one stopped working. Paste the current one.
- Remember the store key is per store while the secret key is per account, so a store key from a different store will fail against a correct secret key.
No payment methods appear at checkout
Methods are off until you enable them, so a new installation shows nothing until you do.
If you have enabled some, check in this order: the method's mode is live or test rather than off, the customer's country is in the method's country list or the list is empty, and the cart total falls within the method's minimum and maximum order amounts.
One specific method is missing
Check its mode first, then its country restriction, then the order amount range. After that, confirm the method is active on your Buckaroo store in Plaza, since some methods need a contract with the provider before they can be used.
A method that is live in the module but not active in Plaza usually fails at the gateway rather than disappearing, so a method that is absent from checkout is nearly always a module-side restriction.
Payments succeed but orders stay awaiting payment
The order status is driven by the push message from Buckaroo, so this points at the push not arriving.
Confirm your store is reachable from the internet. A local environment, a staging site behind a password, or a firewall that blocks incoming requests will all produce exactly this. See Push messages.
Bank Transfer is the exception and not a fault: those orders wait until the money actually arrives.
Refunding an order returns no money
Automatic refunds via Buckaroo is off by default. With it off, a PrestaShop refund updates your administration only.
Switch it on under Advanced Settings, then refund again. Refunds already made while it was off did not reach Buckaroo, so check Plaza to see which ones actually went through. See Order management.
A payment took real money while I was still testing
Mode exists in two places. The module is set store-wide under Settings, and each method has its own mode. A method set to live in a store set to testing takes real payments.
Check each method individually rather than relying on the store-wide setting.
A test payment will not go through
The reverse of the previous problem: a method left in test in a live store cannot take real money. Also confirm you are using the test details for that specific method, since they differ. See Testing.
The payment fee is wrong or missing
Fees are set per method, and use a full stop as the decimal separator. A value containing % is treated as a percentage, and anything else as a fixed amount, so 1,50 is not valid where 1.50 is.
If a percentage looks wrong, check the fee percentage mode, which decides whether the percentage is calculated over the subtotal or the subtotal including tax. If the fee appears without a name, set the payment fee frontend label. Pay By Bank does not support fees at all.
Cards redirect the customer away from my checkout
Card payments are meant to stay in your checkout through Hosted Fields. A redirect points at the card configuration rather than the module: check the display type and which schemes you have enabled. See Hosted Fields.
Giftcards behave differently from what I expected
Giftcards have two display modes and they work quite differently. Inline shows each brand at checkout with card number and PIN fields. Grouped shows a single Giftcards option that redirects to the Buckaroo payment page.
If customers are being redirected when you did not expect it, or entering card details where you expected a redirect, this setting is why.
An upgrade left the module behaving oddly
Clear your PrestaShop cache after an upgrade, then check the module's log for errors on the first few transactions.
If the problem started immediately after an upgrade, read the release notes for that version before investigating further. See Releases.
iDIN is not appearing
iDIN lives under Verification methods, not with the payment methods, so check its mode there.
If its mode is set to specific products rather than global, it only appears for products you have enabled it for in the PrestaShop catalogue. Enabling it in the module is not enough on its own.
Have your store key, your PrestaShop and module versions, the order number and the relevant part of the module log ready. If a payment was attempted, the transaction key from Plaza will speed things up considerably.
Updated 27 minutes ago