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Demo Environment Self-Service Troubleshooting Guide

Production issues

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

Cause: You have lost access to your 2FA anymore after signing up for a demo account (demo account signup )

Solution: Contact your account manager or contact us through our support form to disable your 2FA for your demo account.

Unable to create test transactions because of incorrect API keys used for Sandbox Environment

Error code:

> 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.

  1. Go to https://demo.airwallex.com/app1/login > Account > Developer and click ‘Generate new client API Key”.

Developer keys

  1. Copy your Unique Client ID and new API keys

  2. Go to your Wordpress dashboard. Go to Plugins > Installed Plugins. Click Airwallex API Setting within the Plugin you need to configure.

WooCommerce API settings

  1. Copy the Client ID, and API keys into the settings.

Screen Shot 2021-08-25 at 11.51.30 am

  1. 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

  1. Go to: WooCommerce > Settings > Payments and you’ll see all the separate payment methods Airwallex support.

  2. Check the Airwallex payment method is Enabled Screen Shot 2021-08-25 at 11.54.01 am

  3. Click “Manage” and check that the “Enable sandbox” is checked Screen Shot 2021-08-25 at 11.54.50 am

  4. 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.

Solution:

  1. 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 ).

  2. Turn off plugins one by one to check whether the Airwallex plugin is still affected.

  3. 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.

404 response

  • Click on the event to see the response details.

404 error image 2

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.