A payment appears to be successfully collected in your Payplug account, but the corresponding order hasn't changed status in your store, or appears duplicated.
If you received a notification error email (IPN), please read this article.
1. Check the payment in your portal
3. Ensure your Payplug module is up to date
5. Before disabling or reinstalling the module
1. Check the payment in your portal
Go to the Payments menu, then open the row for the relevant payment.
If the payment status is marked as paid, the funds have been successfully collected and you can process the order without waiting.
The notification response code will indicate where to look next. A 4xx or 5xx code generally means the notification (IPN) failed, which is covered in the article linked above.
A 200 code means your site accepted it, but doesn't guarantee the order was updated: it might have been dismissed afterwards, in which case the notification is not sent again. The rest of this article deals with this specific situation.
2. Update the order
We recommend processing pending orders first before looking for the root cause of the issue.
| Platform | How to do it |
|---|---|
| WooCommerce | Open the order and run the Update Payplug transaction details action. If this option is unavailable, manually change the order status. |
| Magento | Unpaid orders are automatically retried every 15 minutes for 4 hours following the order creation. After that, use the update button in the Payplug block on the order page. |
| PrestaShop | There is no automatic retry: you must change the order status manually. |
Please note: fixing the root cause will only apply to future payments. Orders that are already stuck must be updated one by one.
3. Ensure your Payplug module is up to date
This is the most important check, and often the only one required.
Compare your installed version with the latest release, then review the release notes: if your issue is listed among the bug fixes, updating the module will solve the problem.
This step is also a prerequisite for any support request. On older versions, bugs have often already been fixed, and our technical team will ask you to update before investigating further.
You can also review the changelogs for each module version:
| Platform | Release notes |
|---|---|
| PrestaShop | changelog.md |
| WooCommerce | readme.txt, Changelog section |
| Magento 2 | CHANGELOG.md |
| Sylius | CHANGELOG.md |
4. Other common causes
What you can check yourself
- The issue occurred after an update to the module, your CMS, or your hosting environment. This is the first lead to explore.
- A conflict with another module. Temporarily disable modules you have installed yourself, keeping Payplug active. Disabling Payplug would wipe its configuration (see the next section).
What requires your agency or hosting provider
-
On Magento, scheduled tasks (cron). If the Magento cron is stopped, or the
payplugjob group has been disabled, failed orders are never retried, which mimics a notification failure. -
On Magento, an incomplete update. The update is only complete after running
setup:upgrade, compiling, generating static content, and flushing the cache. The ACTION REQUIRED notes in theCHANGELOG.mdfile must be read for all versions skipped. - File permissions. The standard rule is 0755 for folders and 0644 for files. Applying 755 across the board makes files executable, which is blocked by some hosting providers.
-
The
.htaccessfile. No rule should restrict access to the page receiving our notifications: passwords, IP/country filtering, systematic redirects, or anti-bot protections.
5. Before disabling or reinstalling the module
WooCommerce. We strongly advise against disabling the module: doing so wipes its entire configuration. Deleting it has the same effect. You would then need to set everything up again from scratch.
Magento. The payment module must never be uninstalled, as previously paid orders rely on it. Please contact your agency or our support team.
PrestaShop. Reinstalling can fix an incomplete installation, but it comes with consequences:
- your customers' saved cards will be permanently deleted;
- your Payplug settings will revert to default values;
- issuing refunds directly from your PrestaShop back office will no longer be possible for past orders. You will still be able to refund them from your Payplug portal.
Write down your settings beforehand and choose an off-peak time for the operation. The Reset button produces the same effects.
6. If the issue persists
Please contact our support team, specifying your CMS and module version, one or two affected payment IDs with their response codes, and any recent changes made to your site.
On WooCommerce, the module's debug mode must be enabled before reproducing the issue; otherwise, the logs will remain empty.