This article describes what to do if something in the plugin does not work, the payment gateway is not invoked, an error message is displayed and so on.
Step 1: Contact your technician or developer
If you have your own developer or technician who built your e-shop or takes care of technical matters, or if you have a contract with a third party that built your e-shop or takes care of it technically, contact them first. You can point them to this article. They should be able either to identify and resolve the problem directly, or to know where to find the relevant information, logs and so on.
Step 2: Check the settings and production credentials
In the GoPay Modules and Plugins folder you will find articles on installing and setting up the plugins for the individual platforms. Open the article that applies to you. Make sure you have carried out all the steps needed to install and activate the plugin and go through its settings.
Check that you have entered the production or test credentials (Client ID, Client Secret and GoID) correctly according to the e-mails and SMS messages you received.
Go through the other settings of your platform (WooCommerce, PrestaShop, OpenCart) that relate to payments and are not directly in the plugin settings. For example allowed currencies, allowed countries, allowed shipping methods.
Step 3: Gather the necessary information and screenshots
Screenshots
Please take screenshots of:
The specific problem (if possible) – e.g. broken graphics, a button that does not work and so on.
The plugin settings – you reach an individual plugin's settings following the article in the GoPay Modules and Plugins folder. Please take a screenshot of all the settings, split into several images if necessary
Any error messages – if an error is displayed during, for example, plugin installation, at the payment gateway, in the checkout or in the administration, please take a screenshot
You attach the screenshots as e-mail attachments, or you can upload them to Imgur HERE, for example, and give the links in the e-mail.
Logs
Please copy the logs:
The GoPay module logs. When the plugin is installed and activated successfully, an item for the GoPay payment gateway appears in the left-hand menu of the administration. Clicking it displays the "Logs" option. Clicking that shows a list of the logs the plugin has generated.
Clicking the item in the right-hand column next to an individual log displays its full text.
Please take a screenshot of the whole log screen and copy out the text of the logs you think relate to the problem. For example those with the level "ERROR", "FATAL" or "WARN", or those created immediately after you encountered the problem.
If you have access to the logs of the platform itself (e.g. WordPress logs), please provide those as well.
Versions
Please check which versions you use.
WordPress
WooCommerce
PHP
And any other plugins used
Description of the problem and steps to reproduce it
Below you will find an e-mail template that asks for certain information. Before contacting GoPay with a problem, please fill in the information you have available or that relates to your problem.
Step 4: Contact GoPay
Send an e-mail to [email protected]. Please use the template below and provide all the relevant information you gathered in step 3.
Description of the problem:- Please give a brief description of the problem here Steps to reproduce it:- Please give the individual steps that have to be carried out for the problem to occur- E.g. how to download and install the module, how to set it up, what to click next and so on Expected behaviour:- what is the expected behaviour of the module or the gateway in this situation? What should happen Actual behaviour:- what actually happens? What problem or error occurs, or what does not work? Logs:- please insert the logs you obtained earlier in step 3 here Versions:- please state which versions you use here Screenshots:- please insert the screenshots as an attachment or a link to the images uploaded to Imgur in step 3 here Further information or notes:- please insert any further information or notes here that you think are relevant to the situation