Demo Environment Self-Service Troubleshooting Guide
If you are facing a production issue, please contact your account manager or contact us through our support form and provide as much information as possible so we can help diagnose and advise on next steps.
Unable to access account because of 2FA Two-Factor Authentication
Unable to create test transactions because of incorrect API keys used for Sandbox Environment
> An error has occurred. Please check your payment details (Access denied, authentication failed)
Cause: Unable to test payments because production keys are incorrectly inputted into the Sandbox environment
Solution: Reset test demo API keys an dreconfigure Wordpress.
- Go to https://demo.airwallex.com/app1/login > Account > Developer and click ‘Generate new client API Key”.
Copy your Unique Client ID and new API keys
Go to your Wordpress dashboard. Go to Plugins > Installed Plugins. Click Airwallex API Setting within the Plugin you need to configure.
- Copy the Client ID, and API keys into the settings.
- Make a test payment with a test card https://www.airwallex.com/docs/online-payments__test-card-numbers
Unable to create test transactions because Sandbox not enabled
Cause: Unable to test payments because the Sandbox Environment is not enabled.
Solution: Check demo environment is enabled
Go to: WooCommerce > Settings > Payments and you’ll see all the separate payment methods Airwallex support.
Check the Airwallex payment method is Enabled
Click “Manage” and check that the “Enable sandbox” is checked
Make a test payment with a test card https://www.airwallex.com/docs/online-payments__test-card-numbers
Other plugins affecting the Airwallex WooCommerce plugin
Cause: Performance of the Airwallex plugin app is affected by other 3rd party plugins. This issue is typically faced during the checkout and leads due to the unexpected behavior on the front end.
Turn off the 3rd party plugins and check whether the Airwallex plugin works with a test card (https://www.airwallex.com/docs/online-payments__test-card-numbers ).
- Autoptimize (https://wordpress.org/plugins/autoptimize ).
Turn off plugins one by one to check whether the Airwallex plugin is still affected.
Please let us know if you’ve found a plugin that is affecting the Airwallex plugin at https://help.airwallex.com/hc/en-gb/requests/new?ticket_form_id=900000600326
Endless loading/spinner on the checkout page
Cause: Wordpress returns 404 response code while connecting to Airwallex platform, and it shows a spinning wheel without throwing any error in the checkout page.
How to identify:
- Open Browser Developer Tools, and go to the Network tab.
- Enter card details on the checkout page, and submit the order.
- Search for airwallex_async_intent with 404 response code.
- Click on the event to see the response details.
Solution: Log in to your WordPress Administration Screens, navigate to Settings > Permalinks. Select Post name option and save changes. If this does not work, you may have to edit the .htaccess file manually.