Troubleshooting

Work through the section that matches your symptom. Each one lists what to check, in the order that resolves the problem fastest. If a customer error message is what you are chasing, look it up on the Error reference first.

Sync issues — files or components out of date

If Global Settings → Sync Manager shows a Sync Required banner, or a checkout method is missing after a change, the deployed files no longer match what RelyPay expects.

1. Go to Addons → RelyPay → Global Settings → Sync Manager.
2. In the Deployment Sync Status table, use the per-component Sync action for any row that is not up to date, or run a full re-sync to fix everything at once.
3. Check the Vendor Dependencies table — a missing provider path means that provider's support files were not deployed; re-sync to restore them.
4. Open the File Integrity panel. It verifies deployed files against a signed snapshot and flags any tampered or missing file. Re-sync to redeploy anything it reports.

When everything is healthy the banner reads "All providers, sub-gateways, and deployed files are up to date."

Keep it automatic

Turn on Auto-Sync on Admin Page Load in Sync Manager so a mismatch is corrected the next time you open an admin page — you rarely have to sync by hand.

Addons → RelyPay → Global Settings → Sync Manager

Payments are failing

When a customer cannot pay, or a payment starts but never completes, check these in order:

1. Open Transactions (Addons → RelyPay → Transactions). Filter by provider and status to see which provider handled the attempt and how it ended. This tells you whether the failure was at the provider or after the callback.
2. Verify the provider credentials. On Addons → RelyPay → Providers, open the provider and use Test Connection. Bad or expired keys are the most common cause.
3. Confirm the webhook is set in the provider's dashboard. Each provider's config page shows the exact webhook URL to paste and the events to subscribe to. If the webhook is missing, a payment can succeed at the provider but never finalise in WHMCS.
4. Check the WHMCS Activity Log (Utilities → Logs → Activity Log). Signature and verification problems are recorded there — for example "Signature verification failed" or "Webhook signature mismatch" — and point to a wrong or missing webhook secret.

SSL is required

Provider webhooks only reach a secure endpoint. If your store is not served over HTTPS with a valid certificate, webhooks will fail and payments will not finalise.

Routing is not working

A payment goes to the wrong provider, or a provider you configured is never used:

1. Check your routing rules under Addons → RelyPay → Routing. RelyPay evaluates the four layers in a fixed order and only the first matching layer decides — so a broad currency or amount rule can win before the one you expected. Confirm the rule you want actually matches the currency or amount.
2. Confirm the provider is enabled and fully configured. A routing layer only fires when it names a provider that is both enabled and configured on Providers. A half-configured provider is silently skipped.
3. Check the fallback chain. If no currency, amount or volume rule matches, RelyPay uses the fallback — set separately for INR and non-INR. Make sure the fallback names a working provider.
4. Activate the sub-gateway. Routing only runs for methods a customer can actually select. Enable the matching sub-gateway under Setup → Payment Gateways — an unactivated sub-gateway never appears at checkout, so its routing never runs.

Updates fail or the button is disabled

Use Global Settings → Update Status → Check for Updates, then Update Now. If an update will not apply:

1. Make the addon directory writable. "Addon directory is not writable" means RelyPay cannot replace its own files — fix filesystem permissions on modules/addons/relypay/.
2. Free up disk space. A backup is always taken before an update. If the backup cannot be verified nothing is changed and you will see "Backup verification failed" — confirm modules/addons/ is writable and there is free disk space.
3. Confirm the license is active. For a Leased license the module (and updates) work only while it is Active. For a Lifetime license, Update Now is blocked if your Support & Updates plan has lapsed — the current version keeps working; renew to install newer versions. See Licensing.
4. Retry transient failures. "Unable to check for updates. Could not reach the update server." and download errors are usually network issues — check outbound HTTPS and try again.

If an update ever fails partway, RelyPay automatically restores both files and database from the pre-update backup, leaving the install exactly as it was.

"This product requires the ionCube PHP Loader"

A fatal error mentioning the ionCube PHP Loader on activation or page load means the server is missing a compatible loader. RelyPay ships as 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.
• This is the same loader WHMCS itself requires, so a host already running WHMCS almost always has it — your host can confirm the installed version.

See Requirements for the full server checklist.

Still stuck?

Note the exact message and where it appears (checkout, admin, activation), grab the matching row from Transactions or the Activity Log, and contact support.