Troubleshooting

Most PhonePe problems come down to a credential, a webhook setting, or the license. This page walks through the three you're most likely to hit. Start with the Gateway Log — it almost always names the cause.

Always check the Gateway Log first

Go to Utilities → Logs → Gateway Log and look for the most recent PhonePe entries around the time of the failed payment. The log records what PhonePe returned and why the gateway stopped.

Payments are failing

When a customer can't complete a PhonePe payment:

1. Check the Gateway Log (above) for the specific failure on that attempt.
2. Verify your credentials. In Setup → Payment Gateways → PhonePe, confirm the Client ID and Client Secret exactly match those in your PhonePe Merchant (Business) dashboard — no trailing spaces, correct account.
3. Confirm the account is live. Your PhonePe Business account must be active and KYC-verified; a pending or restricted account can't take live payments.
4. Check Sandbox Mode. If Sandbox Mode is Yes, you're testing against PhonePe's sandbox, not taking real payments — set it to No for live.
5. Confirm the webhook is configured so results can come back (see below); without it, an otherwise-successful payment may not be recorded as Paid.

The webhook isn't working

The webhook is how PhonePe tells your site a payment succeeded. If invoices stay unpaid even though customers paid, work through these:

1. The URL must be reachable over HTTPS. In the PhonePe dashboard, the Webhook URL must be exactly: https://yourdomain.com/modules/gateways/phonepe/webhook.php Open it in a browser — it should be served over a valid SSL certificate, not blocked by a firewall or WAF.
2. The username and password must match. The Webhook Username and Webhook Password in Setup → Payment Gateways → PhonePe must be identical to the ones you set in the PhonePe dashboard's webhook settings. A mismatch is the most common cause of a rejected webhook.
3. A 401 means authentication failed — the incoming request didn't pass the SHA256 hash check, almost always because the username/password don't match on both sides. Re-enter them in both places and save.
4. A 500 means processing failed — the webhook arrived but the handler hit an error. Check the Gateway Log for that entry; a stale license or bad credentials during the secondary status check are typical causes.

Why results are double-checked

When the webhook arrives, the gateway also makes a secondary call to PhonePe to confirm the payment status before marking an invoice Paid. If that confirmation can't be made — for example, outbound HTTPS is blocked or credentials are wrong — the invoice won't flip to Paid even though the webhook was received.

The license won't activate

If PhonePe payments are disabled because the license won't activate:

1. Re-check the key. In Setup → Payment Gateways → PhonePe, confirm the License Key matches the one in your relyweb.co client area exactly, with no extra spaces, then Save Changes.
2. Allow outbound HTTPS. Your server must be able to reach relyweb.co over HTTPS to validate the key. If outbound requests are firewalled, activation will fail.
3. Confirm the license is current. A Leased license must still be active; a lapsed one disables payments until renewed. See Licensing.

Related pages

• Errors — webhook auth failures and license-inactive behaviour
• Configuration — the fields referenced above
• Licensing — how the license gates payments
• FAQ — quick answers to common questions