---
url: /payglocal-whmcs/troubleshooting.md
description: >-
  Fix common PayGlocal for WHMCS problems — payments failing, key file errors,
  JWS verification failures, and a license that won't activate.
---

# 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.

![The WHMCS Gateway Log filtered to PayGlocal](/payglocal-whmcs/img/payglocal-troubleshooting-gateway-log.png)
*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](/payglocal-whmcs/errors) — what specific conditions mean
* [Configuration](/payglocal-whmcs/configuration) — every gateway field
* [PayGlocal key setup](/payglocal-whmcs/guides/payglocal-keys)
* [Licensing](/payglocal-whmcs/licensing)
* [FAQ](/payglocal-whmcs/faq)