Troubleshooting & FAQs
Troubleshoot common errors and find answers to frequently asked questions about Shopify.
Shopify has launched a new payment platform, which requires existing and new payment apps to meet a new set of secure guidelines. Razorpay has built a new app, 1 Razorpay, that complies with these new rules.
Watch Out!
Your customers' payments will fail if you do not upgrade to the 1 Razorpay app at the earliest. So, you must upgrade to 1 Razorpay to provide an uninterrupted payment experience to your customers.
2. My customer is getting the following error "There was an issue processing your payment. Try again or use a different payment method." when they make payments on my Shopify store. What should I do?
Your customers may get the following error when making payments.
Uninstall and reinstall the 1 Razorpay App from your Shopify store to resolve the error.
To uninstall the app:
- Open your Shopify store in incognito mode.
- Navigate to Settings → Payments. Click Manage on 1 Razorpay.
- Go to Deactivate 1 Razorpay and click Uninstall 1 Razorpay. This uninstalls the 1 Razorpay app.
Follow the
steps to install the plugin again.Watch Out!
Ensure you uninstall and reinstall the app instead of only deactivating it.
If your plugin still does not accept payments, contact
.3. I tried connecting 1 Razorpay to my Razorpay account but was unsuccessful. When I try to reconnect, the screen appears different. How should I proceed?
Follow the steps given below to connect 1 Razorpay with your Razorpay account:
-
When you try to reconnect, you will get the following screen. Click Manage.
-
You will be redirected to a landing page. Click I am an existing user.
-
Scroll down and click Login.
Handy Tips
Make sure you log in with owner credentials to connect Razorpay with Shopify successfully.
- Click Activate on the activation screen on your Shopify Dashboard.
1 Razorpay now appears as a Payment Gateway on your Shopify Store checkout.
This completes your integration.
You can upgrade to 1 Razorpay by following a simple migration process. Know more about
.If you do not deactivate the older Razorpay plugin, two Razorpay payment gateways will be visible to your customers on your store checkout, which may lead to confusion.
No, currently you can connect only one MID to your Shopify Store.
Handy Tips
Make sure you log in using the correct Razorpay merchant id (MID) credentials via the Shopify dashboard.
Nothing will change for you or your customers if you upgrade to the 1 Razorpay app. If you do not migrate, Razorpay will not appear as a payment option for your customers once the old Razorpay app is deprecated.
No, there will be no additional charges. Your pricing plan will remain the same as earlier.
Funds will be settled as per the existing settlement schedule. There will be no change to it.
10. If I regenerate the API keys on the Razorpay Dashboard, will it affect the payment flow on my Shopify store?
No, regenerating the API keys will not affect the payment flow.
11. After migrating to 1 Razorpay, the checkout option for 1 Razorpay appears at the bottom of the list of gateways. Is it possible to move the Razorpay checkout option to the top of the list of gateways?
No. It is not possible to rearrange the order payment options via the store settings of the Shopify dashboard as it is a limitation from Shopify's end.
You can test a payment for 1 Razorpay on the Shopify store by switching to test mode. Know more about
Handy Tips
Once you successfully make a test transaction, ensure you uncheck the Enable test mode option to accept live payments.
13. I get a blank screen when I try to log in to the Razorpay account while integrating/migrating 1 Razorpay, and I am unable to proceed further. How to proceed further?
A blank screen appears when the email id used to log in to Razorpay doesn't match the email ID registered with owner access on Razorpay. Make sure that you log in using the correct email ID.
All Shopify and Shopify Plus merchants must migrate to the 1 Razorpay payments app to continue accepting payments without service disruptions.
Only a Shopify Store Owner or Administrator can complete the migration for a Shopify account. They will need Razorpay account credentials to connect the two applications.
No, Shopify does not support Subscriptions. The e-commerce platforms that support Subscriptions are Woocommerce, Magento, and Open Cart.
17. I have two e-commerce websites owned by my company. If I connect both websites to my Razorpay account, will the customers be redirected to the correct webpage after payment?
Yes, when customers pay through Razorpay on either of your connected websites, they will be redirected back to the website they purchased from.
18. I am getting the following error message while integrating with Shopify Please add the website detail on Razorpay profile first and try again. Why?
This error occurs when the website is under review, ensure that you are able to generate API keys before initiating integration with Shopify. Know how to
.The Activate button may be disabled due to the plugin being integrated into another account or keyless authentication not being enabled. To enable the Activate button:
- Check for Integration with Another Account: Verify if you have integrated your Shopify Store with a different Razorpay MID. If yes, revoke access under applications and retry the 1 Razorpay .
- Enable Keyless Authentication: Ensure keyless authentication is enabled from Razorpay's end. To enable keyless authentication contact .
This issue occurs when your domain or API keys are not whitelisted.
Ensure that your website domain is whitelisted on the dashboard, and check that the API keys used in live mode are whitelisted.
This error occurs when there is a discrepancy between the email IDs used in Shopify and Razorpay.
You can
To avoid confusion, uninstall the legacy version of the plugin and
the current plugin version (1 Razorpay).The Shopify 1 Razorpay plugin currently supports only currencies that use 2 decimal units. For example: USD, EUR, INR. It does not support currencies with 0 decimal (for example,, JPY) or 3 decimal units (for example,, BHD).
To uninstall any Razorpay payment app from your Shopify store, follow these steps:
- Log in to your Shopify admin panel and navigate to Settings→Payments.
- Click Add payment methods.
- Click Search by provider and type Razorpay. This will show all the Razorpay payment apps installed on your Shopify store. Click the Razorpay app that you wish to uninstall.
- Scroll down to the bottom and click the Uninstall button to remove the app from your Shopify store.
This will successfully uninstall the selected Razorpay payment app from your Shopify store.
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