Skip to main content

WooCommerce FAQ Guide

There is nothing appearing in the Live environment.​

Do you have live credentials and/or test credentials?
  • You will need both sets of credentials to switch between the test and live environments.
If you have only been given 1 set of credentials, are they for the live or test environment?
  • The environment is usually specified. If not, contact your account manager for clarification.
  • Enter the credentials into the correct fields based on the environment, leaving the other fields blank. Do not duplicate them across all fields.
Is test mode enabled?
  • If test mode is enabled, the integration will point to the test/sandbox environment. You will need to disable this field to point the integration to the live/production environment.

The order is not being updated after a successful payment. What could be the issue?​

  • Make sure there is no password protection on the URL. Test it by entering the URL in a ‘private’ browser window – if the URL is valid, you should be able to view the page. Additionally, ensure that your SSL certificate is valid.

  • If you have a valid URL with no password protection, check the firewall settings on your hosting or system.

  • If you are using any other security measures, CAPTCHA, or bot verification tools, you may need to whitelist the DNA Payments IP addresses. Please contact our Support team for this information.

My customers are not seeing the order confirmation page after completing their payment.​

  • You may be using a custom confirmation page. Ensure that the ‘Back Link’ and ‘Failure Back Link’ URLs are specified in the DNA Payments plugin settings. Verify their validity by entering the URLs in a ‘private’ browser window – if valid, you should be able to view the page.

  • If you are not using a custom confirmation page, leave the ‘Back Link’ and ‘Failure Back Link’ URLs empty in the DNA Payments plugin settings.

Apple Pay not working​

  • Is Apple Pay enabled in the Merchant Portal?

  • Have you hosted the domain association file and verified your domain with Apple in the Merchant Portal?

  • If using Hosted Fields integration, is Apple Pay enabled in WooCommerce → Settings → Payments?

Google Pay not working​

  • Is Google Pay enabled in the Merchant Portal?

  • If using Hosted Fields integration, is Google Pay enabled in WooCommerce → Settings → Payments?