Troubleshooting & FAQs
Troubleshoot common errors and find answers to frequently asked questions about Shopify.
1. My customer is getting the following error when they make payments on my Shopify store, "There was an issue processing your payment. Try again or use a different payment method." What should I do?
Your customers may get the following error when making payments. Uninstall and reinstall the Razorpay Secure App from your Shopify store to resolve the error.
To uninstall the app:
- Open your Shopify store in incognito mode.
- Navigate to Settings → Payments. Click Manage on Razorpay Secure.
- Go to Deactivate Razorpay Secure and click Uninstall Razorpay Secure. This uninstalls the Razorpay Secure app.
Follow the
steps to install the plugin again.Watch Out!
Ensure you uninstall and reinstall the app instead of only deactivating it.
If your plugin still does not accept payments, contact
.2. I tried connecting Razorpay Secure to my Curlec account but was unsuccessful. When I try to reconnect, the screen appears different. How should I proceed?
Follow the steps given below to connect Razorpay Secure with your Curlec account:
-
When you try to reconnect, you will get the following screen. Click Manage.
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You will be redirected to a landing page. Click I am an existing user.
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Scroll down and click Login.
Handy Tips
Make sure you log in with owner credentials to connect Curlec with Shopify successfully.
-
Click Activate on the activation screen on your Shopify Dashboard.
Razorpay Secure now appears as a Payment Gateway on your Shopify Store checkout.
This completes your integration.
No, currently you can connect only one MID to your Shopify Store.
Handy Tips
Make sure you log in using the correct Curlec merchant id (MID) credentials via the Shopify Dashboard.
No, there will be no additional charges. Your pricing plan will remain the same as earlier.
Funds will be settled as per the existing settlement schedule. There will be no change to it.
6. If I regenerate the API keys on the Dashboard, will it affect the payment flow on my Shopify store?
No, regenerating the API keys will not affect the payment flow.
7. After migrating to Razorpay Secure, the checkout option for Razorpay Secure appears at the bottom of the list of gateways. Is it possible to move the Curlec checkout option to the top of the list of gateways?
No. It is not possible to rearrange the order payment options via the store settings of the Shopify Dashboard as it is a limitation from Shopify's end.
You can test a payment for Razorpay Secure on the Shopify store by switching to test mode. Know more about
Handy Tips
Once you successfully make a test transaction, ensure you uncheck the Enable test mode option to accept live payments.
9. I have two Ecommerce websites owned by my company. If I connect both websites to my Curlec account, will the customers be redirected to the correct webpage after payment?
Yes, when customers pay through Curlec on either of your connected websites, they will be redirected back to the website they purchased from.
10. I am getting the following error message while integrating with Shopify, "Please add the website detail on Razorpay profile first and try again." Why?
This error occurs when the website is under review, ensure that you are able to generate API keys before initiating integration with Shopify. Know how to
.The Activate button may be disabled due to the plugin being integrated into another account or keyless authentication not being enabled. To enable the Activate button:
- Check for Integration with Another Account: Verify if you have integrated your Shopify Store with a different Curlec MID. If yes, revoke access under applications and retry the Razorpay Secure .
- Enable Keyless Authentication: Ensure keyless authentication is enabled from Curlec's end. To enable keyless authentication contact .
This issue occurs when your domain or API keys are not whitelisted.
Ensure that your website domain is whitelisted on the Dashboard, and check that the API keys used in live mode are whitelisted.
This error occurs when there is a discrepancy between the email IDs used in Shopify and Curlec.
You can
The Shopify Razorpay Secure 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).
To uninstall any Curlec payment app from your Shopify store, follow these steps:
- Log in to your Shopify admin panel and navigate to Settings→Payments.
- Click Add payment methods.
- Click Search by provider and type Razorpay. This will show all the Razorpay payment apps installed on your Shopify store. Click the Razorpay app that you wish to uninstall.
- Scroll down to the bottom and click the Uninstall button to remove the app from your Shopify store.
This will successfully uninstall the selected Razorpay payment app from your Shopify store.
16. The Curlec payment option has disappeared from my Shopify checkout after I added another payment provider. Even after removing it, Curlec does not show up and I see the error "This store can't accept payments right now." What should I do?
Active payment method customizations typically cause this issue in your Shopify admin. When adding multiple payment providers, these customizations may conflict and prevent Razorpay from appearing at checkout.
To fix this, follow the steps below:
- Navigate to Shopify Admin → Settings → Payments → Payment Method Customizations.
- Disable or remove all customizations listed under this section.
- Save the changes and refresh the checkout page.
Once the payment customizations are removed, the Curlec payment option should reappear at checkout.
If the issue persists, contact our
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