Troubleshooting & FAQs

Troubleshoot common errors and find answers to frequently asked questions about Shopify.

Integration and Setup

How do I integrate Razorpay Secure with my Shopify store?

Follow the build integration steps to integrate Razorpay Secure with your Shopify store.

I tried connecting Razorpay Secure to my account but was unsuccessful. When I try to reconnect, the screen appears different. How should I proceed?

Follow the steps given below to connect Razorpay Secure with your Razorpay account:

1. When you try to reconnect, you will get the following screen. Click Manage.

   

2. You will be redirected to a landing page. Click I am an existing user.

3. Scroll down and click Login.

Handy Tips

Make sure you log in with owner credentials to connect Razorpay with Shopify successfully.

4. Click Activate on the activation screen on your Shopify Dashboard.
   

Razorpay Secure now appears as a Payment Gateway on your Shopify Store checkout.

This completes your integration.

Why is the Activate button disabled?

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 Razorpay Secure integration steps.
  
• Enable Keyless Authentication: Ensure keyless authentication is enabled from Razorpay’s end. To enable keyless authentication contact our Support team.

I am getting the following error message, "Email ID Mismatch." Why?

This error occurs when there is a discrepancy between the email IDs used in Shopify and Razorpay.
You can update the email ID on Razorpay to match the one used in Shopify. Verify that the email ID associated with owner access on Razorpay matches the one used in Shopify.

Do I need API keys to integrate a payment app with Shopify?

No, API keys are not required to integrate a payment app with Shopify. OAuth is used to handle the authentication process.

How do I uninstall payment app from Shopify?

To uninstall any Razorpay payment app from your Shopify store, follow these steps:

1. Log in to your Shopify admin panel and navigate to Settings→Payments.
2. Click Add payment methods.
3. 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.
4. 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.

Our Payment Gateway stopped displaying after migrating to Shopify. How can we reactivate it?

After migrating your website to Shopify, you need to integrate with the official Shopify All-in-one Razorpay Payment Gateway plugin, as your previous Payment Gateway integration from the old platform will not be carried over. Follow the integration steps and once activated, your payment gateway will be displayed at checkout, allowing you to accept payments.

Checkout and Payment Issues

My customer is getting the following error when they make payments on my Shopify store, "There was an issue processing your payment. Try again or use a different payment method." What should I do?

Your customers may get the following error when making payments. Uninstall and reinstall the Razorpay Secure App from your Shopify store to resolve the error.

To uninstall the app:

1. Open your Shopify store in incognito mode.
2. Navigate to Settings → Payments. Click Manage on Razorpay Secure.
3. Go to Deactivate Razorpay Secure and click Uninstall Razorpay Secure. This uninstalls the Razorpay Secure app.

Follow the build integration 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 Support team.

The payment option has disappeared from my Shopify checkout after I added another payment provider. Even after removing it, does not show up and I see the error "This store can't accept payments right now." What should I do?

Active payment method customisations typically cause this issue in your Shopify admin. When adding multiple payment providers, these customisations may conflict and prevent Razorpay from appearing at checkout.

To fix this, follow the steps below:

1. Navigate to Shopify Admin → Settings → Payments → Payment Method Customizations.
2. Disable or remove all customizations listed under this section.
3. Save the changes and refresh the checkout page.

Once the payment customisations are removed, the Razorpay payment option should reappear at checkout.

If the issue persists, contact our Support team.

How can I test a payment for Razorpay Secure on the Shopify store?

You can test a payment for Razorpay Secure on the Shopify store by switching to test mode. Know more about how to test a transaction in test mode.

Handy Tips

Once you successfully make a test transaction, ensure you uncheck the Enable test mode option to accept live payments.

After migrating to Razorpay Secure, the checkout option for Razorpay Secure appears at the bottom of the list of gateways. Is it possible to move the 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.

Account Management

Can I connect two merchant ids (MIDs) to the same Shopify Store?

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.

Can I integrate a second Razorpay account with my Shopify store?

No, Shopify currently supports only one Razorpay account integration per store. If you want to integrate a different Razorpay account, you need to deactivate the existing integration first and then activate the new account.

I have two Ecommerce websites owned by my company. If I connect both websites to my 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 to the website they purchased from.

Pricing and Settlements

Will I be charged extra for integrating/migrating to Razorpay Secure app?

No, there will be no additional charges. Your pricing plan will remain the same as earlier.

When will my funds be settled?

Funds will be settled as per the existing settlement schedule. There will be no change to it.

Features and Limitations

Does the Shopify Razorpay Secure plugin support 3 or 0 decimal unit currencies?

The Shopify Razorpay Secure 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).

How do I integrate Meta Pixel to accept payments through Meta Ads?

Razorpay does not provide a direct plugin integration for accepting payments through Meta Ads. However, you can use Razorpay Payment Pages with Facebook Pixel and Google Tracking ID to track payments and conversions from your Ad campaigns.