Troubleshooting

Dealing with payment issues can be stressful. Here are the most common problems and how to resolve them.

Common Issues

1. Payment successful but Invoice not marked as paid

This usually means the Callback (Webhook) from Up2pay didn’t reach your Odoo server.

• Check Connectivity: Ensure your Odoo instance is accessible from the internet. If you are using a VPN or a local firewall, it might be blocking Crédit Agricole’s servers.
• HTTPS Required: Most payment providers require a valid SSL certificate. Ensure your site uses https://.
• Logs: Go to Settings → Technical → Logging and search for payment_up2pay to see if there are any “Incoming request” errors.

2. “Signature Mismatch” Error

This happens if the Authentication Key in Odoo doesn’t exactly match the one in your Up2pay dashboard.

• Solution: Re-copy the key from your merchant dashboard. Ensure there are no trailing spaces or hidden characters.

3. Provider not visible at checkout

• Check State: Ensure the provider is set to Enabled (for live) or Test Mode.
• Check Published: The provider must be Published (use the button at the top of the form).
• Currency Check: Ensure the customer’s currency is supported by Up2pay and configured in your Odoo instance.

---

Error Codes

If you see a numeric error code in the Payment Transactions logs, here is what they generally mean:

Code	Meaning	Action
00000	Success	No action needed.
00001	Connection Refused	Check merchant site ID.
00008	Invalid Signature	Check your Authentication Key.
001XX	Declined by Bank	The customer’s bank refused the charge.

---

Still Need Help?

If you’ve checked the logs and still can’t find the issue, contact us at contact@easymob.net with:

1. Your Odoo version.
2. The Transaction Reference (e.g., PAY/2026/001).
3. A screenshot of the error message.