Troubleshooting

The things that actually go wrong, and what to do about them. If your issue is not here, contact support via the UniPay Help Centre.

Pay with UniCash does not appear at checkout

  • The payment method is not activated. In Shopify, go to Settings, Payments, Manual payment methods and confirm it is listed and active.
  • Store currency is not AUD. UniPay is AUD only. Set your Shopify store currency to AUD.
  • Theme conflict. Rarely, a heavily customised theme suppresses manual payment methods. Test on a default Shopify theme such as Dawn to isolate it.

Order stays on Awaiting payment

The order is in Shopify but no payment has matched it. In order of likelihood:

  • The payment note did not carry the order number. This is the common one. Check the payment in your UniPay activity: the note has to be the order number and nothing else. A note reading order 1023 will not match order 1023.
  • The payment method name does not match. UniPay only reads orders placed with a method named Pay with UniCash. If you renamed it in Shopify, rename it back.
  • The amount differs. If the reference matched but the amount did not, the order shows Amount mismatch rather than awaiting.
  • The store is disconnected. Check the Shopify panel in your UniPay dashboard still shows the store as connected.
  • It has not run yet. Checks run every 90 seconds. Click Sync now to run one immediately.

Amount mismatch

A payment quoted the order number but the amount was not exact. Nothing is marked paid and nothing is part paid. Ask the customer for the difference and click Sync now, or accept it with Mark paid, or refund and cancel the order.

Order shows Timed out

No matching payment arrived within 48 hours. Nothing changed in Shopify. If the customer pays later, use Mark paid on that order once you can see the payment in your UniPay activity.

Connect store fails

  • Wrong store address. Use the myshopify form, your-store.myshopify.com, not a custom domain.
  • Token copied incompletely. It must begin with shpat_. Shopify shows it once, so if in doubt delete the custom app and create it again.
  • Missing scopes. The custom app needs both read_orders and write_orders. With only read, UniPay can see orders but cannot mark them paid.
  • App not installed. Creating the app is not enough. Open API credentials and click Install app.

Orders stopped being marked paid

Almost always the token. Uninstalling or reinstalling the custom app in Shopify invalidates it, and changing the app scopes issues a new one. Create a fresh token and reconnect the store.

A customer paid but I cannot see the payment

Check they sent to the right handle. The buyer instructions carry your handle automatically, but a customer who typed it by hand can reach the wrong account. Payments to another account are not yours and cannot be matched.