Troubleshooting
Troubleshooting​
Common issues​
| Symptom | Likely cause | Fix |
|---|---|---|
403 PW_ACCOUNT_ACCESS_REQUIRED on /account/* | Your project is not approved for Account API access. Portal-created sandbox app accounts do not grant Account API access. | Do not use /account/* for normal Payments API checkout. If you truly need /account/*, request Account API approval from PayWise. See /getting-started/sandbox-account-setup. |
403 IP_NOT_ALLOWED | Your request IP is not allowed for this key / environment, or you are sending the wrong PW-ip-address. | Use the correct fixed institution IP for the environment/key, and request IP allowlisting if needed (production workflows). |
403 ENDPOINT_NOT_ALLOWED | The key is valid but the endpoint is restricted for this project/environment. | Confirm you’re calling the correct host (sandbox-* vs production). If the endpoint requires approval, request access via PayWise. |
| Shopify store domain is rejected during sandbox setup | The domain format is invalid or the store domain cannot be accepted for sandbox setup. | Use a domain ending in .myshopify.com and retry. |
Shopify shows Store domain accepted, but the merchant assumes PayWise checked who controls the store | The label only confirms format/uniqueness acceptance for sandbox setup. | Continue sandbox setup, but do not treat that status as proof that PayWise checked who controls the store. |
| Live review is requested too early in Shopify sandbox beta | The merchant has not finished sandbox setup or recorded a sandbox test yet. | Complete sandbox setup and record a sandbox test before requesting live review. |
| Shopify setup blocked by sandbox dashboard or passkey issue | There is a separate account-access or sign-in issue affecting the dashboard. | Ask PayWise support to help with the account issue separately. Shopify setup can still be reviewed in parallel. |
| Shopify is not connected after creating an API key | Creating a PayWise API key does not by itself complete Shopify sandbox beta or assisted Shopify setup. | Use the PayWise Business sandbox beta path when enabled, or follow the assisted Shopify path. |
| Shopify testing fails because the wrong environment is being used | Sandbox credentials are being used for live payments, or live credentials are being used in sandbox. | Confirm the target environment before testing and use the matching credentials and URLs. |
| Account API error appears during Shopify checkout setup | Account API is restricted and is not required for normal hosted checkout or payment-link testing. | Use the Payments API / checkout path unless Account API access was specifically approved for your project. |
| Push notification not received in Sandbox App | The sandbox user has not signed into the app yet, is signed into the wrong account, or push/session state isn’t established. | Sign into the Sandbox App with the sandbox business account before sending payment requests. Confirm you used the correct business api_key. |
| OTP/MFA confusion (codes rejected) | Wrong environment, device clock skew, lockout after failed attempts, or using the wrong MFA method. | Ensure you’re on sandbox, fix device time, retry. Sandbox OTP default (for in-app prompts) is 123456. If locked/stuck, contact PayWise admin/support to reset MFA. |
| App login not completed | Account exists but has never completed sign-in, so app-dependent flows don’t work. | Sign into the Sandbox App at least once using the portal-created credentials. |
| Wrong sandbox/prod environment | Using sandbox keys on production hosts (or vice versa). | Sandbox: sandbox-api.paywise.co, sandbox-dashboard.paywise.co. Production: api.paywise.co, dashboard.paywise.co. |
Sandbox api_key used in production | api_key is environment-scoped. | Use a production business api_key for production hosts. |
Production api_key used in sandbox | api_key is environment-scoped. | Use a sandbox business api_key for sandbox hosts. |
| Duplicate sandbox account provisioning | An account with that email/mobile already exists for the project. | Use the existing sandbox account, or contact PayWise support/admin to recover/reset the credentials. |
- Authentication failures: Verify key, environment header, and that your client clock is in sync (JWT expirations matter).
- 404 on endpoints: Confirm the API version and base URL match the docs suffix.
- Webhook not firing: Inspect signing keys in the dashboard, ensure the destination is reachable, and look for retries (using request IDs).
- Unexpected results after retries: Use request IDs and idempotency keys to rebuild the exact call chain.
When you need help, share the request ID, payload hash, and timestamps to help engineers pinpoint problems without reproducing them.