CartDNA App Troubleshooting
Resolve common CartDNA App issues fast. Check setup errors, payment method problems, Shopify checkout conflicts and billing blockers. Use this guide to find the cause, apply the fix and get your checkout back on track.
Most CartDNA App issues come from small setup mistakes. Based on our experience, this covers the vast majority of problems. Wrong credentials, missing fields, inactive payment methods and billing gaps can all stop checkout. This page helps you spot the problem and fix it with confidence.
CartDNA App troubleshooting checklist
Before you open a support ticket, run through these checks first. This quick audit resolves many issues and helps you find the exact failure point faster.
How to fix CartDNA Apps setup issues
Setup issues are the most common cause of CartDNA App errors. A single wrong value can stop a payment option from loading, authorising or appearing at checkout. Start here if the app is installed but not working as expected.
Wrong API keys or credentials
Many merchants copy the wrong key, place values in the wrong field or mix test and live details. This causes failed transactions, hidden payment methods or connection errors in the app config area.
What to check
- •API key matches the correct payment provider account
- •Merchant ID, secret, token or endpoint pasted in the right field
- •Test credentials are only used in test mode
- •Live credentials are only used in live mode
- •No spaces or missing characters exist in copied values
Best action
- •Re-save settings
- •Run test checkout
- •Review setup guidance at Integration
Missing custom config details
Some CartDNA Apps need extra custom settings to work properly. This can include merchant-specific options, callback details, environment settings or payment method rules required by the provider.
Common signs
- Payment method loads but fails after selection
- Orders don't complete
- Redirect or authorisation issues occur
What to do
- •Check each required field in the app configuration
- •Confirm provider-specific options are complete
- •Retest each payment flow after making changes
Test mode and live mode conflict
This is a frequent mistake. Merchants sometimes add test credentials and then attempt live checkout. Others add live credentials and only test in sandbox. This conflict often blocks transactions or hides payment methods.
Fix it with this simple rule
- Test credentials + test checkout
- Live credentials + live checkout
Always run a successful test checkout before public launch.
Payment method issues
Sometimes the CartDNA App is configured properly, but the payment method still doesn't appear or process. In these cases, the issue often lies with the payment provider account, not Shopify or the CartDNA App itself.
Payment method not enabled at provider
A payment method must be active on the processor side before Shopify can use it. If the method hasn't been enabled, customers won't see it at checkout, even if your CartDNA App setup looks correct.
Check these points
- •The payment method is enabled in your PSP account
- •Your provider has approved the method for your business
- •The method supports your region, currency and shop type
Related page: Payments
Payment provider has disabled the method
Providers sometimes disable payment options because of account review, incomplete onboarding, compliance issues or risk controls. When that happens, the CartDNA App cannot force the method to work.
What to do
- •Log in to your payment provider dashboard
- •Check for account alerts and notifications
- •Contact the provider if the method has been suspended
- •Retest after reactivation
Shopify checkout troubleshooting
Shopify settings can block payment flows, even when the CartDNA App is configured properly. If checkout is failing, check your Shopify configuration next. These checks are especially important when customers can't see or use a payment option.
Required checkout fields not enabled
Some payment methods need buyer data like email address or phone number. If these fields aren't required at Shopify checkout, the payment flow can fail or the payment option won't appear at all.
Check these settings
- •Email is enabled where required
- •Phone number is enabled where required
- •Billing and shipping data capture matches provider requirements
Manual capture is enabled
Some payment methods don't work well when manual capture is active in Shopify payment settings. This can break the expected authorise and capture flow.
Fix
- •Review your capture setting in Shopify
- •Retest the payment method after adjusting
Unsupported billing or shipping countries
If your checkout countries don't align with the markets supported by the payment method, the option may stay hidden. Country rules often apply to both billing and shipping locations.
What to check
- •Supported countries are enabled in Shopify
- •Shopify Markets settings are correct
- •The payment method supports the country being selected
CartDNA payment method installed but not activated
Installation alone doesn't complete setup. The payment method must also be activated from the Shopify side. This is a simple step but it's often missed at launch.
Action
- •Open Shopify Admin
- •Go to payment settings
- •Confirm the CartDNA payment method is active
- •Save changes and test checkout
Shopify subscription or platform billing issue
If your Shopify subscription is inactive or a Shopify billing payment has failed, checkout and app behaviour can be impacted. This problem sits outside normal app settings, so it's worth checking early.
Review
- •Shopify subscription status
- •Failed billing alerts
- •Admin notices affecting checkout or app access
Payment rule conflict
Hide and show rules can conflict with one another. When this happens, the payment method might not appear to the buyer even though the app is working.
What to review
- •Payment customisation rules
- •Checkout logic hiding payment apps
- •Market, country or cart-based conditions
Shop currency not supported
Not every payment method supports every currency. If your Shopify default currency isn't supported, the customer may not see the option at checkout.
Check
- •Default shop currency
- •Market currency settings
- •Payment method currency support
CartDNA billing issues
Some app access problems are linked to billing or legal acceptance steps. These checks are easy to miss but can block app usage until they're completed.
Terms of Service and licence agreements not accepted
If the required terms, the licence agreement or onboarding steps haven't been completed, your CartDNA App may not run in full working state.
Fix
- •Check for pending agreement requests
- •Accept all required terms
- •Confirm onboarding is complete
Overdue CartDNA fees
Outstanding invoices can impact app status. A billing gap can stop access, pause service or delay support resolution until the account is current.
Action
- •Look for overdue fees
- •Update payment details if needed
- •Confirm account status after paying
Best practice before going live
Proper pre-launch testing reduces checkout problems and protects conversion. Don't rely on configuration alone. Always run real end-to-end tests before making the payment option available to buyers.
Recommended steps
Frequently asked questions
Why isn't my CartDNA payment method showing at Shopify checkout?
This usually points to one of four issues: inactive payment method, wrong credentials, country or currency conflict, or payment rules hiding the app. Start with activation, credentials and checkout settings.
How do I fix CartDNA App credential errors?
Re-check every API key, token and merchant detail in the configuration area. Make sure test and live values aren't mixed. Save changes and then run a test checkout in the matched mode.
Why does CartDNA work in test mode but fail in live mode?
Live mode failures often happen because live credentials haven't been added, the payment method isn't enabled by the provider, or Shopify checkout settings are blocking the flow.
Do I need to contact CartDNA support for every issue?
No. Most problems can be fixed by checking credentials, activation status, Shopify fields, billing state and test vs live setup. Reach out to support after you've run through the checks on this page.
Related resources
Getting Started
Learn the correct first steps for installing and launching CartDNA Apps.
Learn moreIntegration help
Review setup tips, configuration help and technical guidance.
Learn morePayment methods
Review supported payment methods and payment setup expectations.
Learn moreCartDNA App features
Understand how CartDNA works inside Shopify checkout.
Learn moreFix your CartDNA App faster
Most CartDNA App troubleshooting issues come from setup, activation or checkout settings. Use this guide to resolve the problem step by step, test the flow and restore a frictionless checkout experience for your customers.