We thoroughly test all our ready-made integrations before release. However, configuration differences, platform customizations, or third-party modules can still lead to issues.
This guide helps you perform the key checks before contacting our technical support team.

For Point-of-sale, check our dedicated guide:

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Before you start

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Review known scenarios

Payments failing or not being created

Follow these steps:

1. Log into your Merchant Dashboard and check for any alerts.
2. Create a payment link and test the same payment scenario.
   • If the payment link works, the issue likely lies in the plugin/API integration, not your account configuration.
3. Confirm:
   • The payment method is enabled for the currency and country.
   • Whether a transaction is created in your Dashboard at all.

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Payment method not displayed in your checkout

Confirm that:

• The payment method is enabled on your account.
• The customer's country is supported.
• The transaction currency is supported.
• The order amount meets any minimum or maximum requirements.
• The payment method is enabled in your plugin or integration settings.

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Webhooks: Order status not updating

If the status differs between your store and your MultiSafepay Dashboard:

1. Relaunch the webhook notification in your Dashboard:
   1. Go to Transactions > Transaction overview. Click the relevant transaction from the list.
   2. Scroll down to Notification history and click Retry.
2. Confirm that the notification URL in your integration settings is correct.

If the issue persists, share:

• The order ID(s) of your transaction(s)
• Your notification URL
• Whether your server blocks external calls

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Payments work in TEST but fail in LIVE

Check the following:

• You are using your LIVE API key.
• The payment method is enabled on your LIVE account.
• Your website is pointing to the correct environment.
• Any direct integration configuration (Apple Pay, Google Pay, domain validation) has been completed separately for LIVE.

If the issue only occurs in LIVE, provide example order IDs when contacting support.

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Payment Components not displaying correctly

Common symptoms:

• Component loads empty
• “Temporarily not available” message

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Direct integration solutions

Apple Pay

• Ensure card payments and Apple Pay are enabled for your account.
• Follow the Apple Pay direct integration guide step by step.
• Validate the correct domain for TEST and LIVE environments separately.
• Place the original domain association file (no copy-paste).
• If using a protected environment, request our IP ranges to whitelist.
• Test whether the payment works via redirect.

Google Pay

• Ensure card payments and Google Pay are enabled for your account.
• Follow the Google Pay direct integration step by step.
• Verify the website for TEST and LIVE environments separately.
• Test whether the payment works via redirect.

For more information, see Google's troubleshooting guide .

Additional steps

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Custom integrations

When troubleshooting your custom integration, do the following checks:

• You are using the correct API key for the environment where you are processing payments.
• When using the direct flow, ensure that you include the required fields and their corresponding values.

Amount shown differs between checkout and payment page

1. Test again with third-party extensions disabled.
2. Try in your staging environment to confirm if theme/customization logic is affecting calculations.

Temporary solutions:

• Enable the Payment Component to display the final amount directly in checkout.
• Or disable the shopping cart display on the payment page.

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Ready-made integrations

To troubleshoot your plugin, visit the Troubleshooting section for your plugin:

1. Go to our integrations page.
2. Select your plugin.
3. Scroll down to the Troubleshooting section.

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Support

Contact us if you haven't been able to solve your integration issue after completing all recommended self-troubleshooting steps.

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How to contact support and what details to provide

Email the following details to [email protected]:

Field Required	Description
MID	Your MultiSafepay merchant ID (MID) to identify your account.
Integration Type	Specify whether it happens on: • Payments processed via API • Plugin (include platform and exact plugin version)
Issue Details	Provide a clear description of the issue, including: • Steps taken before and after the issue • Any error messages or unexpected behavior • Does it happen on one or more websites?
Scope	Specify the affected websites, environments, and payment methods, if applicable.
Issue Start Date	Indicate when the issue first started occurring (e.g., from first setup or since a specific date/time).
Recent Changes	State whether you made any changes to your system or configuration shortly before the issue first occurred.
Example Transactions	Include relevant PSP IDs for affected transactions.
Area of issue	Describe the category of the problem (e.g., payments failing, checkout, unmatched payments, webhook, direct payment button...).
Visual Evidence	Attach screenshots or recordings that help illustrate the issue, where applicable.
Staging/Test Access	Provide temporary access credentials (username and strong password) to a staging or test environment of your ecommerce platform so we can investigate. Remember to delete the account afterward.