Error reference

Search this page for the exact text you saw. Each message is quoted verbatim, with a plain-English explanation and the fix. Customer-facing messages appear at checkout; verification and update messages appear in Transactions or the WHMCS Activity Log. For step-by-step fixes, see Troubleshooting.

Checkout messages (shown to the customer)

Message	What it means	What to do
"Payment initiation failed. Please try again or contact support."	The provider could not start the payment.	Ask the customer to retry; check the provider's credentials and status on Providers.
"Payment initialization failed. Please refresh and try again."	The checkout script failed to start in the customer's browser.	Have the customer refresh and try again.
"Failed to load payment SDK. Please refresh and try again."	The provider's checkout script did not load — usually a network issue or an ad blocker.	Ask the customer to refresh, disable blockers, or try another network.
"Payment SDK is still loading. Please wait a moment and try again."	The customer clicked pay before the checkout script finished loading.	Wait a moment, then pay again.
"Payment could not be completed."	A generic provider decline or cancellation at checkout.	Retry; if it persists, check the attempt in Transactions.
"Payment failed or was cancelled. Please try again."	The customer cancelled, or the payment was declined (Zoho checkout).	Retry the payment.
"Payment processing failed"	RelyPay received the result but could not finalise it.	Check the attempt in Transactions.

Signature and verification outcomes (admin only)

These appear in Transactions or the WHMCS Activity Log, never to the customer. They almost always mean a webhook secret is wrong or missing. Duplicate callbacks are ignored, so a payment is never processed twice.

Message	What it means	What to do
"Signature verification failed"	The callback signature did not match.	Re-check the webhook secret on Providers and the webhook set in the provider dashboard.
"Webhook signature mismatch"	The received signature does not match the expected value.	Confirm the correct webhook secret is saved for that provider.
"Missing webhook secret or signature"	No secret was configured, or the callback carried no signature.	Add the webhook secret on Providers and set the webhook in the provider dashboard.
"Webhook secret not configured — cannot verify signature. Configure webhook secret in RelyPay → Providers → Zoho."	The Zoho webhook secret is not set.	Enter the Zoho Webhook Secret under Addons → RelyPay → Providers → Zoho.

Update and license messages

Seen under Global Settings → Update Status and License Information.

Message	What it means	What to do
"Unable to check for updates. Could not reach the update server."	A network issue reaching the update server.	Retry; check outbound HTTPS from the server.
"Could not verify your license right now — the licensing server was unreachable. Please try again in a few minutes."	A transient licensing-server outage.	Wait a few minutes and retry; your current version keeps working.
"Your Support & Updates plan has expired or is not active. Renew it to install updates. Your current version continues to work normally."	A Lifetime license's update entitlement has lapsed.	Renew Support & Updates to install newer versions; the installed version still works.
"Version {X} is published but its download is not yet available — please contact support."	The release was announced before its installer finished publishing.	Wait, then retry; Update Now stays disabled until it is ready.
"Failed to download update from: {url}"	The release server could not be reached, or this build is not authorised.	Check outbound HTTPS and retry; contact support if it persists.
"Downloaded file is not a valid ZIP archive."	The downloaded update was corrupted.	Retry the update.
"Downloaded file is too small (…)."	The download was incomplete or corrupted.	Retry the update.
"ZIP does not contain relypay.php — invalid release package."	The downloaded package is not a valid RelyPay release.	Contact support.
"Backup verification failed — relypay.php not found in backup."	The pre-update backup could not be verified, so nothing was changed.	Ensure modules/addons/ is writable and there is free disk space, then retry.
"Addon directory is not writable: {dir}"	RelyPay cannot write to its own directory.	Fix filesystem permissions on the addon directory.
"PHP ZipArchive extension is required but not available."	The PHP zip extension is missing.	Ask your host to enable the PHP zip extension.
"No update information available. Run "Check for Updates" first."	You clicked Update Now before checking.	Click Check for Updates, then Update Now.

ionCube loader error

Message	What it means	What to do
"This product requires the ionCube PHP Loader"	The server is missing or has an outdated ionCube Loader. RelyPay is an ionCube-encoded build and will not run without one.	Ask your host to enable ionCube Loader 13.0.2 or newer for your PHP version. See Requirements.