CartDNA App Troubleshooting
Fix 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 working again.
Most CartDNA app issues come from small setup mistakes. In 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 issue and fix it with confidence.
CartDNA App Troubleshooting Checklist
Before you open a support ticket, run these checks first. This quick review solves many issues and helps you find the exact point of failure faster.
How to Resolve Troubleshoot CartDNA Apps Setup Issues
Setup problems are the most common cause of CartDNA app errors. A single wrong value can stop a payment option from loading, authorising, or showing 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 creates failed transactions, hidden payment methods, or connection errors inside the app configuration area.
What to check
- •API key matches the correct payment provider account
- •Merchant ID, secret, token, or endpoint is pasted into the correct 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
- •Save the settings again
- •Run a test checkout
- •Review setup guidance at Integration
Missing Custom Configuration Details
Some CartDNA apps need extra custom settings to work correctly. This may 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 do not complete
- Redirect or authorisation issues appear
What to do
- •Review every required field in the app configuration
- •Confirm provider-specific options are complete
- •Re-test each payment flow after changes
Test Mode and Live Mode Mismatch
This is a common error. Merchants sometimes add test credentials and then try live checkout. Others add live credentials and test only in sandbox. This mismatch often blocks transactions or hides payment methods.
Fix it with this simple rule
- Test credentials + test checkout
- Live credentials + live checkout
Always complete a successful test checkout before public launch.
Payment Method Issues
Sometimes the CartDNA app is configured correctly, but the payment method still does not appear or process. In these cases, the issue often sits with the payment provider account rather than Shopify or the CartDNA app itself.
Payment Method Not Enabled with the Provider
A payment method must be active on the processor side before Shopify can use it. If the method has not been enabled, customers will not see it at checkout, even when your CartDNA app setup looks correct.
Check these points
- •The payment method is activated in your PSP account
- •Your provider has approved the method for your business
- •The method supports your region, currency, and store type
Related page: Payments
Payment Provider 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 account alerts and notifications
- •Contact the provider if the method was suspended
- •Re-test after reactivation
Shopify Checkout Troubleshooting
Shopify settings can block payment flows even when the CartDNA app is set up correctly. If checkout fails, review your Shopify configuration next. These checks are especially important when customers cannot see or use a payment option.
Required Checkout Fields Are Not Enabled
Some payment methods need shopper data such as email address or phone number. If these fields are not required in Shopify checkout, the payment flow may fail or the payment option may not appear at all.
Check these settings
- •Email is enabled where required
- •Phone number is enabled where required
- •Billing and shipping data collection matches provider needs
Manual Capture Is Enabled
Some payment methods do not work well when manual capture is active in Shopify payment settings. This can interrupt the expected authorisation and capture flow.
Fix
- •Review your capture setting in Shopify
- •Test the payment method again after adjustment
Unsupported Billing or Shipping Countries
If your checkout countries do not match the payment method's supported markets, 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 selected country
CartDNA Payment Method Installed but Not Activated
Installation alone does not complete setup. The payment method must also be activated from the Shopify side. This is a simple step, but it is often missed during 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 Problems
If your Shopify subscription is inactive or a Shopify billing payment has failed, checkout and app behaviour can be affected. This issue sits outside normal app settings, so it is worth checking early.
Review
- •Shopify subscription status
- •Failed billing alerts
- •Admin notices that affect checkout or app access
Payment Rules Conflict
Hide and display rules can clash with each other. When this happens, the payment method may not appear for the shopper even though the app works.
What to review
- •Payment customisation rules
- •Checkout logic that hides payment apps
- •Market, country, or cart-based conditions
Store Currency Is Not Supported
Not every payment method supports every currency. If your Shopify default currency is unsupported, the customer may not see the option at checkout.
Check
- •Default store currency
- •Market currency settings
- •Payment method currency support
CartDNA Billing Issues
Some app access issues are linked to billing or legal acceptance steps. These checks are easy to miss, but they can block app use until completed.
Terms and Licence Agreements Not Accepted
If the required terms, licence agreement, or onboarding steps are not completed, your CartDNA app may not become fully operational.
Fix
- •Review pending agreement requests
- •Accept all required terms
- •Confirm onboarding is complete
Overdue CartDNA Fees
Outstanding invoices can affect app status. A billing gap may stop access, pause service, or delay support resolution until the account is current.
Action
- •Check for overdue charges
- •Update payment details if needed
- •Confirm account status after payment
Best Practice Before You Go Live
A proper pre-launch test reduces checkout problems and protects conversion. Do not rely on configuration alone. Always complete real end-to-end testing before making the payment option available to shoppers.
Recommended steps
Frequently Asked Questions
Why is my CartDNA payment method not showing in Shopify checkout?
This usually points to one of four issues: inactive payment method, wrong credentials, country or currency mismatch, or payment rules hiding the app. Start with activation, credentials, and checkout settings.
How do I resolve CartDNA app credential errors?
Recheck each API key, token, and merchant detail in the configuration area. Make sure test and live values are not mixed. Save changes, then run a test checkout in the matching mode.
Why does CartDNA work in test mode but fail in live mode?
Live mode failures often happen because live credentials were not added, the payment method is not enabled by the provider, or Shopify checkout settings are blocking the flow.
Do I need to contact CartDNA support for every issue?
No. Most issues can be fixed by checking credentials, activation status, Shopify fields, billing status, and test versus live setup. Contact support after you complete 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
Check 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 solve the problem step by step, test the flow, and restore a smooth checkout experience for your customers.