If your store's customers can't pay, the cause may be in the plugin, in your platform, or in a general incident. These checks help you narrow down the cause before escalating.
Quick checks
- Rule out a general incident
Check status.conekta.io. If there's an active processing incident, the problem isn't in your store: wait for it to be resolved and avoid retrying charges in bulk.
- Review recent changes to your store
An update to the platform, the theme, or another plugin right before the failure is the most frequent cause. If you identify a change, try reverting it in a test environment.
- Check the plugin settings
Confirm that the plugin is active, that the API keys entered are the production keys, and that they weren't recently regenerated. A rotated key that wasn't updated in the plugin stops charges immediately.
- Confirm whether payments reach Conekta
Look for the attempts in the Conekta Panel. If they appear there as declined, the problem is with payment processing, not the plugin; if they don't appear at all, the failure is in the connection between your store and Conekta.
Information for escalating
If the problem persists, gather the following before contacting technical Support:
- Name and version of your platform, theme, and Conekta plugin.
- Date and time the failure started, and what changed in the store around that time.
- The exact error message the buyer sees (screenshot).
- IDs of affected orders or payment attempts, if they exist in the Panel.
Next step
With the information ready, follow What information to gather before reporting a technical error to open your case.