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If something does not work

The payment went through, but the bot did not continue the scenario

The bot learns about a payment only from the payment system's notification. Check in this order:

  • The Webhook URL is not set in the payment system's dashboard. Open the integration in the bot and copy the URL from the "Webhook" tab into the system's dashboard — where exactly is on the Bot payment systems page. T-Bank, bePaid and LiqPay get the URL automatically; in Payme it is called "Endpoint URL".
  • The integration was deleted and connected again. A new integration has a new Webhook URL. Replace it in the payment system's dashboard.
  • The invoice is older than three days. An unpaid invoice gets the "Canceled" status after three days, and paying it will no longer move the bot on. Issue the invoice again.
  • The "Successful payment" output leads nowhere. Check in the builder that a connection goes from this output of the payment block to the next block.
  • The amount did not match. Cloudpayments and Payme count a payment only if the amount matches the invoice. YooMoney — if at least the invoice amount was charged to the payer. YooKassa checks the status, amount and currency with a request to its API.
  • The integration keys have changed. YooKassa checks the payment with the keys currently in the integration. If they were replaced with another shop's keys, a payment for an old invoice will not be confirmed.
  • Wrong "Password #2" in Robokassa. It is used to check the notification signature.
  • A test payment in Robokassa. The bot does not count Robokassa test payments — check with a real payment.
  • A YooMoney transfer with a protection code or a transfer that has not been accepted yet does not count.
  • Notifications are not turned on in Cloudpayments. The site settings need the Pay and Confirm notifications with the URL from the integration.

Look at the invoice status in the bot's "Payments" list: "Payment created" means the platform has not received a payment notification. More about statuses on the Bot payments and orders page.

The bot does not issue an invoice

  • "Payment system "…" is not connected." The system is not connected to this bot. Each bot has its own integrations, and they are not carried over to a copy of the bot.
  • The bot asks for a phone number or email. Some systems need the buyer's phone or email for the receipt. The bot asks the person for them first and issues the invoice after the reply.
  • An error instead of an invoice. The block needs "Purpose of payment", "Payment Description" and an amount greater than zero. More in the Accepting payments section.

A bot integration is not saved

  • "This merchant is already connected to another bot. Enter the ID of your own Payme merchant." One Payme cash desk can be connected to only one bot.
  • "You can add only one … account." A system of this kind is already connected to the bot. Its card is at the top of the "Integrations" tab.

A shop or school order is not marked as paid

  • The notification URL is not set in the payment system's dashboard. Open the connection on the "Accepting payments" tab and check the hint under the "Notification URL" block. YooKassa, Robokassa, CloudPayments and Payme need the URL set in their dashboard; the others get it automatically.
  • Wrong events in the YooKassa dashboard. You need payment.succeeded, payment.canceled and refund.succeeded.
  • Robokassa does not accept the notification. Check that the URL is set as the Result URL, the method is POST, the hash algorithm is MD5, and "Password #2" is entered correctly.
  • A test payment on a live connection. Robokassa, CloudPayments, bePaid and LiqPay count a test payment only for a connection with "Test mode" on.
  • The amount or currency did not match the order. Such a payment does not close the order.

Messages when paying through a project connection

Message What to do
"The payment system did not create the payment. Check the access keys or try again later." Check the keys in the connection. If they are correct, try again later
"The payment account is not available." The connection is turned off with the "Accept payments" switch — turn it on or choose another one in the shop or school
"This payment account does not accept payments in …" The currency of the shop or school package does not suit this system. Choose a system that accepts it
"The amount to pay must be greater than zero." Check the prices in the order
"To send a receipt, add the customer phone or email to the order." Receipts are on, but the order has no buyer contact details. Add them
"The …% VAT rate does not fit this payment system receipt…" Choose another rate for the product, course or in the receipt settings — see Receipts

You cannot connect or delete a project payment system

  • There is no "Accepting payments" tab. Only the project owner sees it. If you are the owner, your platform has neither shops nor online schools.
  • The "Connect a payment system" button is inactive. The project already has 10 connections — that is the maximum.
  • "The payment page address must be a public website." For Prodamus, the page URL must start with https:// and lead to a public website.
  • "The account is used to accept payments in the shop "…". Choose another one there first." Change the system in the shop's payment settings, then delete.
  • "The account is used to accept payments in the online school "…". Remove it there first." Remove the system from the school's payment settings.
  • "Payments through this account are still in progress…" Buyers started a payment in the last seven days, and the payment system may still report it. You can delete the connection after the date in the message. To stop new payments from starting, turn off "Accept payments".