FAQ on Magento

Explanation:

This FAQ is designed to assist you in troubleshooting and resolving challenges related to your Magento plugin or integration. Should you encounter challenges, please follow the steps outlined below to ensure that you have all required information available prior to reaching out to the Clearpay technical team for best results.

Action:

To ensure the best possible experience for you, when facing challenges with your Magento integration, please complete the following checklist prior to reaching out to the Clearpay technical team to ensure that we are able to help you as quickly and effectively as possible:

1. Verify API Credentials
   • Verify the Merchant ID and API key are configured correctly in your Magento store. Using invalid, outdated, or Sandbox credentials in a production environment prevents Clearpay from functioning properly.
   • Steps to verify:
     • Go to Stores > Configuration > Sales > Payment Methods > Clearpay in your Magento Admin.
     • Double-check the Merchant ID and API keys are correct.
     • If you are unsure about the Merchant ID and API key, please refer to the following guide to obtain.  How can I obtain the secret key for web integration? - UK
2. Ensure Clearpay is Enabled in Magento Admin
   • Steps to verify:
     • Go to Stores > Configuration > Sales > Payment Methods > Clearpay
     • Ensure the module is enabled.
     • Save the configuration and flush the cache.
3. Ensure Latest Plugin is Installed
   • Steps to verify:
     • Follow the step by step guide in Clearpay's official Magento documentation to install the Clearpay plugin.
     • Ensure the latest official Clearpay plugin is installed. Link to: Latest Magento Plugin
4. Disable Other Third Party Plugins or Extensions Temporarily
   • To identify potential conflicts affecting Clearpay functionality, we recommend disabling all third-party plugins or extensions (except the Clearpay plugin) in a staging environment.
   • Steps:
     • Access the staging environment to ensure your live site is unaffected during troubleshooting.
     • Disable all third-party plugins and extensions, leaving only the Clearpay plugin enabled.
     • Clear the Magento cache.
     • Recompile the store to ensure all changes are applied correctly.
     • Test Clearpay functionality to check if the issue persists.
       1. If the issue is resolved, you can conclude that another extension/plugin may be causing the problem.
       2. Re-enable third-party extensions/plugins one by one, testing Clearpay functionality after each, to identify the conflicting plugin.
       3. Please note that unfortunately not all third-party extensions/plugins are compatible with the Clearpay plugin and will need to be disabled for the Clearpay plugin to work as intended.
5. Contact Clearpay
   • If the challenge persists after completing the above steps, it’s time to escalate the problem to Clearpay’s technical team.
   • Submit a ticket here and include the following information to help us investigate the issue efficiently:
     • Ensure that your staging/sandbox environment is identical to the production environment.
     • Ensure that you are able to replicate the challenges on demand within the staging/sandbox environment using the same steps as the production environment.
     • Clear screenshots or screen recordings that illustrate the issue, including any error messages or incorrect behaviour observed.
     • Enable debug mode, reproduce the challenges  and supply both the Clearpay.log (<Magento_root_directory>/var/log/Clearpay.log)and the Magento exception.log (<Magento_root_directory>/var/log/exception.log) for the exact timeframes for when the challenges occurred.
     • Specify the steps to reproduce the issue.
       1. Describe what action you attempted (e.g., placing an order, syncing data).
       2. Describe what occurred (e.g., error message, unexpected result).
       3. Specify when the issue occurs (e.g., during checkout, plugin activation).
     • Please provide admin access details to your staging or test environment available, so our team can replicate and triage the challenges.
     • Alternatively please supply a full export of your Magento instance including database if access to your sandbox or staging environment is not possible.
   • Important Note: Please note that the Clearpay team will NOT perform any testing or changes on a merchant’s production environment. Having an available staging/sandbox environment is required for the Clearpay team to assist in troubleshooting.