When payments stop processing or the API responds with errors, the first question is whose problem it is: if it's a Conekta incident, all you can do is wait for the fix, but if it's in your integration, every minute spent waiting is time lost. These checks clear it up in minutes.

Check in this order

  1. Service status: check status.conekta.io. If there's an active incident on the component that matches your symptom, it's a general issue.
  2. Conekta Panel: try the same operation from the Panel. If it works there, the platform is up and the problem points to your integration.
  3. API response: read the error code and message. An authentication or validation error points to your integration; repeated server errors point to the platform.
  4. Your logs: confirm that requests are leaving your system and what response they get. If they never reach Conekta, the failure is in your network or your code.
  5. Recent changes: deployments, plugin or platform updates, key rotation, certificates. If the problem started right after a change on your end, that's your clue.

How to interpret the result

There's an active incident that matches your symptom

It's a general incident: follow the updates on the status page and avoid mass retries. There's no need to open a ticket.

The Panel works, but your integration gets errors

The problem is on your side: check your keys, environment (test vs. production), plugin or SDK versions, and recent changes to your code.

Everything looks operational and the error still persists

It may be a case specific to your account. Gather the evidence with What information to gather before reporting a technical error and contact Support.