Troubleshooting

Most PayGlocal problems come down to keys, paths or environment mismatches, and they all leave a trail in the same place. Start there, then work through the specific symptom below.

Always check the Gateway Log first

Every PayGlocal payment attempt is recorded under Utilities → Logs → Gateway Log. When a payment fails or a callback isn't accepted, open the Gateway Log and read the most recent PayGlocal entry — it tells you which stage failed and points you at the right fix below.

Utilities → Logs → Gateway Log

Payments are failing

If customers can't complete a payment:

• Confirm your Merchant ID (MID) is correct in Setup → Payment Gateways → PayGlocal.
• Check that both Key ID (KID) values match the keys you're actually using.
• Verify the two key file paths point at the right .pem files.
• Make sure you're using the correct key pair for the environment — UAT keys with Sandbox Mode on, production keys with it off.
• Re-read the latest Gateway Log entry for the specific stage that failed.

Key file errors

If the log points at reading a key file:

• Double-check each file path is the absolute path to the .pem file.
• Ensure the file is readable by the web-server user (chmod 640, correct owner/group).
• Confirm the file is present at that path and wasn't moved during an update or server change.

JWS verification failed

A JWS verification failure means the signature on PayGlocal's callback couldn't be validated:

• Make sure the PayGlocal public key matches the environment — UAT public key in sandbox, production public key when live.
• Confirm the PayGlocal Public Key ID (KID) matches that public key.
• Check the key hasn't been rotated or expired in the GCC dashboard; download the current Common Certificate if it has.

License won't activate

If payments are disabled and the log or settings indicate the license isn't active:

• Re-check the License Key in the gateway settings for typos or trailing spaces.
• Confirm your server can make outbound HTTPS requests to relyweb.co.
• Make sure the license itself is current (renew if a Leased license has lapsed).
• Save the settings again after correcting the key.

Related pages

• Error reference — what specific conditions mean
• Configuration — every gateway field
• PayGlocal key setup
• Licensing
• FAQ