Troubleshooting & FAQs

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1. I am unable to connect to my Razorpay account even after providing the API key and the secret on the Wix Dashboard. What could be the reason?

Cause: Before connecting your account with the Wix platform, you need to set up Webhooks on the Dashboard. If you do not set up Webhooks, there may be connection errors. Resolution: Set up webhooks. To set up Webhooks:

1. Log in to the Razorpay Dashboard and navigate to Account & Settings.
2. In the Website and app settings section, click Webhooks.
3. Click + Add New Webhook.
4. In the Webhook Setup pop-up page:
   1. Enter the Website URL as https://express.razorpay.com/wix/v1/webhook-handler.
   2. Enter a Secret for the Webhook endpoint. The secret is used for validation purposes.

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2. I am getting the following error during Wix plugin integration, “We are not able to connect your account. Please try again later.”

Cause: This error message is displayed if the Webhook is not configured correctly on the Dashboard. Resolution: To fix this error, check the reasons and their solutions as mentioned below:

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Issue [columWidth=“90”] | Solution [columWidth=“10”]

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You have provided your own Webhook URL. | You must provide "https://express.razorpay.com/wix/v1/webhook-handler" as the Webhook URL.

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You have provided the correct URL but have subscribed to all the Webhook events.| You must subscribe to only the order.paid, refund.processed and payment.failed events.

You have provided the correct URL and subscribed to the correct events but have not entered the secret. | You must enter the secret for the Webhook.

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3. Does Wix support Subscriptions?

No. Wix does not support Subscriptions. The plugins that support subscriptions are Woocommerce, Magento and OpenCart.

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4. What troubleshooting procedures should be carried out prior to initiating a support ticket?

Follow the troubleshooting steps given below:

1. Reinstall the Razorpay Wix plugin and ensure that your system meets all the requirements mentioned here.
2. If the issue persists after following these steps, contact our Support team. Provide the following information while creating a ticket:
   • Wix version
   • Razorpay for Wix plugin version
   • PHP version
   • Steps to reproduce the issue (Screen recording/Screenshots)
   • Error logs, if any
   • Staging website credentials (login URL, login id, and password)

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5. Does the Wix plugin support 3 or 0 decimal unit currencies?

The Wix plugin currently supports only currencies that use 2 decimal units. For example: USD, EUR, INR. It does not support currencies with 0 decimal (for example, JPY) or 3 decimal units (for example, BHD).

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6. How can I verify if webhooks are auto-configured?

To verify if webhooks are enabled:

1. Log in to the Razorpay Dashboard and navigate to Accounts and Settings.
2. Go to Webhooks (Under Website and app settings).
3. Select the relevant webhook URL.
4. On the right panel, check if the status for order.paid, refund.processed and payment.failed is enabled.

Dashboard and navigate to Account & Settings. 2. In the Website and app settings section, click Webhooks.

3. Click + Add New Webhook.
4. In the Webhook Setup pop-up page:
   1. Enter the Website URL as https://express.razorpay.com/wix/v1/webhook-handler.
   2. Enter a Secret for the Webhook endpoint. The secret is used for validation purposes.

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2. I am getting the following error during Wix plugin integration, “We are not able to connect your account. Please try again later.”

Cause: This error message is displayed if the Webhook is not configured correctly on the Dashboard. Resolution: To fix this error, check the reasons and their solutions as mentioned below:

​

Issue [columWidth=“90”] | Solution [columWidth=“10”]

​

You have provided your own Webhook URL. | You must provide "https://express.razorpay.com/wix/v1/webhook-handler" as the Webhook URL.

​

You have provided the correct URL but have subscribed to all the Webhook events.| You must subscribe to only the order.paid, refund.processed and payment.failed events.

You have provided the correct URL and subscribed to the correct events but have not entered the secret. | You must enter the secret for the Webhook.

​

3. What troubleshooting procedures should be carried out prior to initiating a support ticket?

Follow the troubleshooting steps given below:

1. Reinstall the Razorpay Wix plugin and ensure that your system meets all the requirements mentioned here.
2. If the issue persists after following these steps, contact our Support team. Provide the following information while creating a ticket:
   • Wix version
   • Razorpay for Wix plugin version
   • PHP version
   • Steps to reproduce the issue (Screen recording/Screenshots)
   • Error logs, if any
   • Staging website credentials (login URL, login id, and password)

​

4. Does the Wix plugin support 3 or 0 decimal unit currencies?

The Wix plugin currently supports only currencies that use 2 decimal units. For example: USD, EUR, INR. It does not support currencies with 0 decimal (for example, JPY) or 3 decimal units (for example, BHD).

​

5. How can I verify if webhooks are auto-configured?

To verify if webhooks are enabled:

1. Log in to the Razorpay Dashboard and navigate to Accounts and Settings.
2. Go to Webhooks (Under Website and app settings).
3. Select the relevant webhook URL.
4. On the right panel, check if the status for order.paid, refund.processed and payment.failed is enabled.