1. Mollie Support
  2. Connect Mollie to a website
  3. Pre-built integrations
  4. Mollie for PrestaShop
  5. PrestaShop: Troubleshoot

PrestaShop: Diagnose issues

You can use various sources of information to diagnose problems that you're experiencing.

  • Log files contain a history of all activity between the Mollie module and PrestaShop.

  • Status update notifications inform you whether payments were processed successfully.

  • Webhook notifications inform you whether Mollie can successfully communicate with PrestaShop.

Based on the information provided in these resources, you can determine a root cause for your problem to understand which troubleshooting steps to take.

Get the log files

All activity that takes place is logged by PrestaShop. You can use the logs to diagnose the cause of a problem.

To access the logs, log in to PrestaShop and select Advanced parameters > Logs.

The information provided in the logs should help you to understand which troubleshooting steps to take. We recommend that you share them with us whenever you contact support for assistance.

Check status updates

PrestaShop also applies a status to orders, which are automatically mapped to a corresponding Mollie status.

Tip

You can customise the status mapping between PrestaShop and Mollie.

PrestaShop only shows its own statuses. You can cross-check those with an order or payment status in your Mollie Dashboard to ensure that they're updating correctly in PrestaShop.

  1. Check the PrestaShop order status.

  2. Check the Mollie status:

    1. Log in to your Mollie Dashboard.

    2. Go to Transactions > Payments.

    3. Search for the payment or order and check the status in the Status column.

  3. Compare the PrestaShop and Mollie statuses to ensure that they correspond.

If the statuses don't match, try the troubleshooting options listed in Payments aren't processing properly.

Check Mollie webhook notifications

The Mollie module stores webhook notifications so that you can check whether they work properly.

Check the logs for webhook notifications.

If the webhook notification states that the call was unsuccessful, try the troubleshooting steps in Payments aren't processing properly.

Check the API keys

Mollie connects to PrestaShop through API keys. A failed connection can result in issues, such as unprocessed payments, unavailable payment methods, or incorrect payment statuses.

You can check whether your API keys are correct in the module.

  1. Log in to PrestaShop.

  2. In the left navigation menu, select Mollie > Settings.

  3. In the General settings configuration tab, click Test API key.

If the API keys are incorrect, restore the connection.

Check the release notes

Refer to the Mollie for PrestaShop release notes↗ to check if your issue has been resolved in a newer module version.

Before updating to a newer version, review the release notes for compatibility.

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