Fix payment provider and checkout problems

Every error you can hit when connecting iKhokha, Yoco or Peach Payments, plus the messages customers see when checkout can't take their payment, and what to do about each one.

Most payment problems come down to the wrong key, a key that got cut off, or a provider account that isn't fully set up yet. This page lists every error ShopEazy shows, first when you connect a provider and then at checkout.

Start here

Click Settings in the sidebar. The Payments card should say 1 connected. If it says None connected, your storefront can't take card payments yet. Follow Connect a payment provider. (Bank transfer doesn't count towards this number. If you only take EFT, see Take payments by bank transfer (EFT).)
Click Payments. The strip at the top shows how customers can pay at checkout right now. Under Card payments, the provider checkout uses shows Live at checkout.
Click your provider. The page should say Connected, and Storefront should read Taking card payments.
Place a small order on your own storefront and try to pay. Note the exact message you see, then find it below.

Errors when you connect Yoco

"Paste your Yoco secret key." The key box was empty. Paste your Checkout API secret key and try again.

"That's a Yoco Developer Console key (yoco_live_…)." This key can't take payments. In the Yoco App, open Sales → Online → Checkout API → How to connect and copy the secret key that starts with sk_live_ (or sk_test_ to test).

"That's your public key (pk_…)." You copied the public key. Copy the secret key from the same Yoco screen instead.

"That doesn't look like a Yoco Checkout API secret key." The key doesn't start with sk_live_ or sk_test_. Copy it again, and check no spaces or extra characters came with it.

"Yoco didn't accept that key. Copy the full secret key again from Checkout API → How to connect." Yoco turned the key down. Usually part of it got cut off when copying. Nothing is saved when this happens, so just copy the full key and try again.

Yoco only gives me a `sk_test_` key. Yoco unlocks live keys once it has verified your shop's web address under Verified Domains. Verify the address your shop actually runs on (your ShopEazy address, or your own domain if you've connected one). You can connect the test key meanwhile. Test payments don't move real money.

Errors when you connect iKhokha

"Enter your Application key." / "Enter your Application secret." One of the two boxes was empty. Fill in both.

An error appears under the form when you click Connect iKhokha. ShopEazy checks your keys with iKhokha before saving them, and iKhokha turned them down. Check that the Application ID from your iKhokha dashboard is in Application key and the Secret key is in Application secret. If you're not sure you still have the right secret, create a new API key in iKhokha and use that.

Errors when you connect Peach Payments

"Enter your Peach entity ID.", "Enter your Peach client ID.", "Enter your Peach merchant ID." or "Enter your Peach client secret." All four fields are required. Fill in the one named.

ShopEazy can't check Peach keys when you connect. If one of them is wrong, you'll only find out when someone tries to pay, so always place a test order after connecting Peach.

Errors for anyone on your team

An error appears when you try to connect or disconnect a provider, and your keys look right. Only the business owner or an admin can manage payment providers. You can see your role under Business → Team. If you're not an owner or admin, ask one of them to connect the provider for you.

What customers see at checkout

When a customer places an order, ShopEazy saves it first and then sends them to your provider to pay. If that step fails, the order stays in your Orders list as Unpaid, and the customer isn't charged. These are the messages they can see.

"This store's card payments aren't set up correctly yet. Please contact the store." Yoco refused your stored key. Usually the key is wrong, or it's a live key and Yoco hasn't verified your domain. Disconnect Yoco, then connect again with the correct sk_live_ key.

"Yoco couldn't start the payment. Please try again in a moment." Yoco had a problem starting the payment. Ask the customer to try again. If it keeps happening, check your Yoco account for notices.

"iKhokha checkout failed" (followed by a number), or "iKhokha did not return a payment link." iKhokha couldn't create the payment. Check your iKhokha account is active, then reconnect iKhokha with fresh keys if it keeps happening.

"Peach auth failed" (followed by a number), or "Peach did not return an access token." Peach turned down your stored keys. Disconnect Peach Payments and connect again, checking all four values.

Another message from Peach appears when the customer clicks Pay. Peach explains the problem in its own words. Peach also checks which website a payment comes from, so make sure your shop's web address is allowed in your Peach dashboard, and that your Entity ID is your Checkout entity ID.

"This store can't take card payment right now." Your provider shows as connected but its keys are missing. Disconnect it and connect it again.

"Online payment with [provider] is being set up" Your provider is connected but ShopEazy can't use it yet. Disconnect and reconnect it. If the provider is listed under Coming soon, it isn't supported yet, so connect a live one instead.

"This store hasn't switched on online payment yet" No card provider is connected and bank transfer (EFT) is off. Connect a provider, or switch on EFT, from Settings → Payments.

The customer was shown bank details instead of a card payment. They chose Bank transfer (EFT) at checkout, or EFT is the only way your store takes payment. That order waits for you to mark it paid when the money lands. See Take payments by bank transfer (EFT).

"That payment didn't go through and you haven't been charged. Try again below, or use another card." The customer's card was declined or they gave up on the provider's payment page. Nothing is wrong with your setup. They can try again with the Pay button on the same page.

Paid, but the order still says Unpaid

After paying, customers land on a page that says their order "has been received — confirming your payment…". ShopEazy checks with your provider directly and marks the order paid as soon as the provider confirms it, usually while the customer is still on that page.

If an order stays Unpaid but you can see the payment in your provider's dashboard:

Open the order in Orders.
Click Take payment and record the payment, so the order shows as paid.

If the payment isn't in your provider's dashboard, the customer wasn't charged. You can send them a reminder with Remind to pay on the order.

An order the customer is paying by EFT stays Unpaid on purpose, with an Awaiting EFT badge. Nobody confirms it for you. Check your bank statement and click Mark EFT received once the money is there.

Still stuck?

Email support@shopeazy.co with your store name, the provider, the exact error message and the order number. Never send us your secret keys.