Errors and Solutions

This guide contains the most common errors when using the WPify Woo ThePay plugin and steps to resolve them.

Payment Errors

Order stays in "Pending payment" after successful payment in ThePay

Cause: The payment notification from ThePay did not reach your website, or the notification was received but the order status update failed.

Solution:

1. Check that your website is publicly accessible (not behind a password or IP restriction)
2. In the WooCommerce order detail, click the Check payment status button (if available) to manually verify the payment with ThePay
3. Check the logs at WPify → WPify Logs for the wpify-woo-thepay plugin — look for notification entries and possible errors
4. Verify that no security plugin or firewall is blocking requests to /wp-json/wpify-woo/v1/thepay/notify
5. If using a caching plugin, make sure it does not cache REST API endpoints

Order number mismatch error in logs

Cause: The order number stored in the ThePay payment does not match the WooCommerce order number. This can happen when a plugin modifies order numbers (e.g., sequential order numbers plugin) after the payment was created.

Solution:

1. Check if you have a plugin that changes WooCommerce order numbers
2. The plugin attempts to match payments by both order ID and order number — this error is usually informational
3. If the order status was not updated correctly, use the Check payment status button in the order detail
4. Contact support if this happens frequently

Payment page shows an error or does not load

Cause: Invalid API credentials or wrong environment setting.

Solution:

1. Verify the Merchant ID, API Password, and Project ID in WPify → ThePay
2. Make sure you are using the correct credentials for the selected environment (test vs. production)
3. Check that your ThePay account is active
4. Review the logs for API error responses

Configuration Errors

ThePay gateway does not appear in WooCommerce Payments

Cause: The plugin is not activated or the license is not valid.

Solution:

1. Go to Plugins and verify that WPify Woo ThePay is activated
2. Go to WPify → ThePay and check the license status
3. Make sure you have entered the API credentials
4. Go to WooCommerce → Settings → Payments and enable the ThePay gateway

Payment methods list is empty in gateway settings

Cause: The plugin could not retrieve available payment methods from ThePay API.

Solution:

1. Check that your API credentials are correct
2. Verify the environment setting (Test/Production) matches your credentials
3. Save the settings again — the plugin fetches available methods on save
4. Check the logs for API communication errors

Preauthorization capture or cancellation does not work

Cause: The order status transition did not match the configured statuses for capture/cancel.

Solution:

1. In WooCommerce → Settings → Payments → ThePay Card, verify the Capture preauthorization on statuses and Cancel preauthorization on statuses settings
2. Make sure you are changing the order to one of the configured statuses
3. Check if the preauthorization has not already expired (usually 7–30 days)
4. Review the order notes and logs for error messages from ThePay

Migration Issues

Migrating from ThePay 1.0 to ThePay 2.0

Cause: You are switching from an older ThePay 1.0 plugin to this ThePay 2.0 integration.

Solution:

1. Deactivate and uninstall the old ThePay 1.0 plugin
2. Install and activate WPify Woo ThePay
3. Enter your ThePay 2.0 API credentials (these are different from ThePay 1.0)
4. Existing orders processed through the old gateway will retain their payment data, but new payments will go through ThePay 2.0
5. If you need HPOS (High-Performance Order Storage) support, enable it after removing the old plugin

Frequently Asked Questions (FAQ)

What payment methods does ThePay support?

ThePay supports card payments (Visa, Mastercard), Apple Pay, Google Pay, bank transfer buttons (Platba 24, ČSOB, mBank, Fio, MONETA, etc.), Bitcoin payments, and PlatimPak (buy now, pay later). Available methods depend on your ThePay merchant account configuration.

Can I use both the main ThePay gateway and individual channel gateways?

Yes, you can enable the main ThePay gateway (which shows all methods on one page) alongside individual gateways like ThePay – Card or ThePay – Apple Pay. Customers will see each enabled gateway as a separate option at checkout. Make sure you don’t enable the same payment method in both the main gateway and an individual channel to avoid confusion.

Does preauthorization work with all payment methods?

No, preauthorization is only supported for Card, Apple Pay, and Google Pay gateways. Bank transfers, Bitcoin, and PlatimPak do not support preauthorization.

How do I test payments without processing real transactions?

Set the Environment to Test in WPify → ThePay and use the test credentials from your ThePay sandbox account. Test payments behave like real ones but no money is actually transferred.

Can I use my own bank account for QR code payments?

No, all payments including QR code payments go through ThePay. The payment is processed by ThePay and then settled to your merchant account according to your ThePay contract terms.