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Troubleshooting

Issues with the Adyen Integration Plugin can be related to the one or more of following:

  • Vtex Configuration Issues;
  • Adyen configuration errors;
  • Checkout Customizations;
  • Other VTEX service availability errors;

If you encounter any issues during the integration process, refer to the following most common troubleshooting scenarios:

VTEX Configuration Issues​

Payment Method Not Appearing​

Ensure that the payment method is correctly configured and activated in the VTEX admin panel. (See: Configuring Payment Methods)

Payment Method Not Available​

Check the payment method configuration in the VTEX admin panel and ensure that it is properly configured and enabled. (See: Configuring Payment Methods)

Transactions Failing​

Verify the API credentials and ensure that the AdyenV3 Payment Provider is properly configured in VTEX admin at https://{{account}}.myvtex.com/admin/affiliations. (See: Configuring the Provider and API Key Configuration)

Sub-Accounts Configuration​

If you are using sub-accounts in VTEX, ensure that the correct sub-account is selected in the VTEX admin panel and that the complete setup of the Provider and Payment Methods is done for the selected sub-account. Each sub-account can have different configurations and they do not inherit the configurations from the main VTEX account.

Other Common VTEX Issues​

Before opening a support ticket with VTEX, please test in a default VTEX Checkout with a standard product to ensure that the issue is not related to the store's customizations.

Testing the purchase flow with a standard product​

Choose a product for testing the Purchase Flow that does not require any special or specific configuration such as attachments, accessories, subscritions or kits. This will help to identify if the issue is related to the product configuration or the purchase and payment flow.

Purchase with Two Cards Using SallesApp​

To complete a purchase with two cards, you must first finalize the purchase with one card (choosing whether or not to print the payment receipt). This means releasing the terminal for the second transaction with the second card.

VTEX Checkout Customizations​

  • Custom Scripts: Disable any custom scripts or CSS that may be interfering with the payment process using the instructions provided in the next section.
  • Third-party Plugins: Check for any third-party plugins or integrations that may be causing conflicts with the payment provider.
  • Google Tag Manager: Ensure that Google Tag Manager or other tracking scripts are not blocking the payment process.

How to test the Payment Flow using the default VTEX Checkout​

  1. Verify which checkout version is being used in the store.

    • In VTEX Admin search for checkout in the search bar.
      • if you only find Checkout in the search, your store is using checkout-ui-settings checkout-ui-settings
      • if you find Checkout and Checkout UI Custom, your store is using checkout-ui-custom checkout-ui

  2. Disabling Customizations in Checkout for Testing: 2.a For Stores using checkout-ui-settings:

    • Go to https://{{account}}.myvtex.com/admin/portal/#/sites or click on the Checkout option in the search results list sites

    • In the Checkout screen, click on the blue gear icon settings in the Checkout that is being used by your store to access the Checkout configurations

    • In the Checkout configurations screen, click on the Code or Código at the top of the page

    • In the following page look for the file checkout6-custom.js file in the right side list checkout6-custom

    • Click on the checkout6-custom.js file to open it checkout6-custom-file

    • Copy the content of the file if there is any customization and save it in a safe place

    • Delete all the content of the file and click Save to remove any customization

    • Repeat the same process for the file checkout6-custom.css

    • Test the checkout process in the store

      2.b For Stores using checkout-ui-custom:

    • Go to https://{{account}}.myvtex.com/admin/vtex-checkout-ui-custom/ or click on the Checkout UI Custom option in the search results list checkout-ui-custom

    • In the Checkout UI Custom screen, click on the Javascript tab settings

    • In the Javascript tab, go to the bottom of the page and deactivate the javascript using the toggle
      toggle

    • Repeat the same process for the CSS tab

    • Next, click PUBLISH publish at the top of the page to reflect the changes in the store

    • Test the checkout process in the store

Other VTEX Service Availability Errors​

  • Service Status: Check the VTEX status page for any ongoing issues or maintenance that may be affecting the payment processing in their Statuspage VTEX Status. For instructions on how to check the status of VTEX services, refer to the VTEX Help Center Documentation.

Adyen Configuration Issues​

Invalid API Key​

Regenerate the API key in the Adyen admin panel and update it in VTEX. (See: API Key Configuration)

Payment Processing Errors​

Check the Adyen troubleshooting guide for common issues and solutions.

Error 403​

There are different scenarios that can generate a 403 error.

Scenario 1) Live URL set for test transactions​

For test transactions don’t set the live url, otherwise you may face an error 403. The live url should be set only for production transactions. (See: Live URL)

Scenario 2) Wrong Merchant name​

Make sure the Merchant Account filled in VTEX is the exact same as seen in your Adyen Customer Area. It is important to follow even the capital letters, spaces and other special characters (See: Getting Credentials)

Scenario 3) Ticket to Adyen Support was not opened yet or the enablement done was not to the correct username​

Make sure you open the ticket to the Adyen support following the instruction we provided in step xx and that you inform the correct username. Remember that if for some reason new credentials are created, the permission needs to be granted by the Adyen team again. (See: PCI Role)