Troubleshooting Common Issues

Checkout Not Appearing

Script not loaded

• Verify the CashierLogic script is installed on your store
• Check your browser's developer console for JavaScript errors
• Try in an incognito/private window to rule out browser extensions
• Ensure your store's Content Security Policy allows the CashierLogic script

Checkout overlay not opening

• Make sure the "Buy Now" or "Add to Cart" button triggers the checkout
• Check that cart data is being passed correctly to the checkout script
• Verify your store's theme doesn't override click handlers

Payment Issues

Payment declined

The payment gateway declined the transaction. Common reasons:

• Insufficient funds
• Card expired or blocked for online transactions
• 3D Secure authentication failed
• Bank-side restrictions

Ask the customer to try a different payment method or contact their bank.

Payment gateway unavailable

• Check your Cyberpay API credentials in the dashboard
• Verify your Cyberpay account is active and in the correct mode (test/live)
• Check the CashierLogic health endpoint: GET /health

COD Issues

COD not showing as an option

COD may be blocked due to:

• COD is disabled in settings
• Order amount outside min/max range
• Customer's pincode is in the blocked list
• Late-night order (11 PM - 6 AM)
• First-time buyer (if blocking is enabled)
• Daily COD limit reached for the phone number
• High risk score (if risk-based blocking is enabled)

OTP not received

• Verify the phone number is correct (with country code)
• Check if the SMS provider (MSG91) is active
• Wait 30 seconds and try again — there's a rate limit of 3 OTPs per 10 minutes

Browser Autofill

Autofill not working in checkout

This is a known browser security limitation. When the checkout runs inside an iframe (which it does in overlay mode), most browsers block autofill for cross-origin forms.

Workaround: CashierLogic's address auto-fill feature (India Post pincode lookup and Google Maps) serves a similar purpose by automatically filling address fields.

Order Sync Issues

Order not created on platform

• Verify your platform API credentials are valid
• Check that the access token has order creation permissions
• Look for error details in the CashierLogic dashboard order history
• For Shopify: ensure write_orders scope is granted

Duplicate orders

CashierLogic prevents duplicate orders by checking if a platform order already exists before creating one. If you see duplicates, check for webhook retry issues.