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

WooCommerce: 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 plugin and WooCommerce.

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

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

Mollie for WooCommerce keeps a log of all activity that takes place. You can use the log to get insight into the root cause of a problem.

  1. Go to WooCommerce > Status > Logs.

  2. Select a log file from the drop-down menu.

  3. Click View.

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

Mollie sends status updates to inform WooCommerce of the status of a payment or order.

WooCommerce 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 WooCommerce.

  1. Check the WooCommerce 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 WooCommerce 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 plugin stores webhook notifications so that you can check whether they work properly.

The WooCommerce logs contain Information on the success or failure of Mollie webhook calls.

If the logs indicate that the call was unsuccessful, try the troubleshooting steps in Payments aren't processing properly.

Check the API keys

Mollie connects to WooCommerce 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 plugin.

  1. Log in to WooCommerce.

  2. Go to WooCommerce > Settings.

  3. Select the Mollie Settings tab.

  4. Click the Mollie account link next to the Live API key and Test API key fields and ensure that the values in your Mollie account are the same as those in the two fields.

Check the release notes

You can refer to the WooCommerce release notes↗ to check whether your problem was fixed in a newer version of the plugin.

Important

Before updating Mollie for WooCommerce, check the WooCommerce release notes↗ to see whether it works with your WooCommerce version. Otherwise, you might experience compatibility issues with WooCommerce or other third-party plugins.

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