Troubleshooting

Start with the selected environment and Integration. Then check the message shown for the payment or setting you are using.

The application cannot connect

Check the service address and API key. Use the API address rather than the dashboard address, and confirm that the key is active and belongs to the correct environment. See API keys.

A payment is missing or still processing

Check whether the payment actually completed in Stripe and whether you are viewing the matching EuniPay environment and Integration.

If Stripe shows success but EuniPay does not, check the Stripe payment-notification connection. If EuniPay shows success but your application does not, check the application's payment-notification connection. See Connect your application.

Do not pay again or manually mark an order paid solely because the result is taking longer than expected.

Billing details or VAT validation failed

Check the customer's country, customer type, and VAT number where requested. If VAT validation is temporarily unavailable, try again later. Do not bypass verification or change a payment to zero VAT to make it proceed.

For payment-country errors, ask the developer to check that the real customer's location information reaches EuniPay. A default display currency is not proof of the customer's country.

The payment form expired

Open a new payment form from your application. Do not reuse an expired form.

A receipt will not open

The payment and PDF are prepared separately. If the receipt is still being prepared, try again later. If it shows a failure or remains unavailable, ask the service administrator for help.

Information to include when asking for help

Include the environment, Integration name, order or payment reference, time, and visible error message. Never include API keys, full VAT numbers, private download links, or payment-card details.

Developers can find status codes and response fields in the optional API reference.