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Troubleshooting ​

Most problems with PayGlocal Recurring show up in one place, so start there: the Gateway Log at Utilities → Logs → Gateway Log. Every payment attempt, mandate save, cron charge and verification step is recorded there with the PayGlocal status and any error. Filter to PayGlocal Recurring, open the most recent entry, and work from what it tells you. The sections below map the symptoms you're likely to see to a concrete fix.

Always look at the Gateway Log first

Before changing any setting, read the latest Gateway Log entry for the failed attempt. It usually names the exact cause — a rejected key, a status like ISSUER_DECLINE, or a missing mandate — and saves you from guessing. See the error reference for what each status means.

Payments are failing ​

If customers can't complete a payment, or a charge is logged as failed:

  1. Open the Gateway Log and read the entry for the attempt — note the PayGlocal status.
  2. Go to Setup → Payment Gateways → PayGlocal Recurring and verify your Merchant ID (MID), both Key IDs (KIDs) and both key file paths are correct and free of typos or stray spaces.
  3. Confirm you've paired the correct keys: your merchant private key and PayGlocal's public key — not two of the same, and not swapped between fields.
  4. Check the Test / Sandbox Mode setting matches the keys you entered (UAT keys with sandbox on, production keys with it off).

If the log shows a decline status (for example ISSUER_DECLINE or GENERAL_DECLINE), the request reached PayGlocal and the card or risk engine rejected it — that's a customer-side issue, not a configuration one. The error reference explains each status.

Key file errors ​

If the log mentions the key files can't be read or loaded:

  • Make sure each key file path is an absolute server path (e.g. /home/user/keys/merchant_private.pem), not relative to the WHMCS folder.
  • Confirm the .pem files actually exist at those paths and were uploaded intact.
  • Ensure they're readable by the web-server user — set permissions to chmod 640 and the correct owner/group.

Keep keys outside the web root

Store your .pem files in a directory outside the public web root so they can never be downloaded over HTTP. See PayGlocal key setup.

The mandate isn't stored after the first payment ​

The mandate is what lets future invoices charge automatically, so a missing mandate means renewals won't run. If a first payment succeeded but no mandate was saved:

  • Open the Gateway Log for that transaction and confirm PayGlocal returned a mandate on the authorisation.
  • Check the invoice actually reached a SENT_FOR_CAPTURE (successful) status — a payment that was abandoned or declined never creates a mandate.
  • The mandate table is created automatically on activation, so you don't need to build it — if the log shows a mandate but nothing was stored, contact support with the log entry.

The cron isn't charging renewals ​

Automatic renewals depend on the WHMCS daily cron. If invoices aren't being charged on their own:

  1. Confirm the WHMCS daily cron is actually running — check Utilities → System → System Health Status (or your server's cron) for a recent successful run.
  2. Check your Days Before Due Date to Charge window under the gateway settings — the cron only attempts invoices due within that many days, so an invoice further out simply hasn't been picked up yet.
  3. Make sure the client has an active mandate — without one, there's nothing to charge against.
  4. Look for the cron's own entries in the Gateway Log; they'll show which invoices it tried and why any were skipped (for example, a charge above the mandate maximum is skipped by design).

See How recurring mandates work for the amount guard and the one-mandate-per-client rule.

"JWS verification failed" ​

PayGlocal signs its callbacks, and the gateway verifies that signature. A verification failure almost always means a key or environment mismatch:

  • The PayGlocal public key must match your environment — UAT keys for sandbox, production keys for live. Verifying a production callback with UAT keys (or vice versa) fails.
  • The KID must match the key you configured — re-check both Key ID fields against the GCC dashboard.
  • Check for an expired or rotated key in the PayGlocal GCC dashboard; if a key was regenerated, download the current .pem and update the path and KID.

The license won't activate ​

Payment processing is disabled while the license is inactive, so this blocks live charges:

  • Re-check the License Key in Setup → Payment Gateways → PayGlocal Recurring for typos or trailing spaces.
  • Ensure your server can make outbound HTTPS connections to relyweb.co — a firewall or proxy blocking that stops activation.
  • If both look right, contact support with the details.

See Licensing for how the license-gated feature works.

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