Plugin Set Up, But Orders Not Sent: What to Do: Troubleshooting Guide

This guide outlines essential troubleshooting steps to resolve issues when orders aren't processed despite successful plugin setup. It covers verifying plugin activation, checking authentication credentials, and diagnosing API connectivity problems through transaction logs. Follow this guide to ensure smooth order processing or contact Neuro Support for further help.

Last updated 2 months ago

Overview

If your orders are not being sent despite setting up the plugin, follow these troubleshooting steps to ensure your integration is active and correctly configured.

1. Verify Plugin Activation

Ensure that your plugin is active within Neuro.

  1. Log in to your Neuro account.

  2. Navigate to the left sidebar and click Stores.

  3. Click the pencil icon next to the store where your webhook is configured.

  4. Go to the Plugins tab.

  5. Check if your plugin has a checkmark under the Is Active column.

  6. If the plugin is inactive, click the checkbox to activate it.

2. Check Authentication Credentials

Authentication errors can prevent orders from being processed. Follow these steps to ensure the correct credentials are in use:

  1. Log in to your Neuro account.

  2. Click Stores in the left sidebar.

  3. Click the pencil icon next to the relevant store.

  4. Navigate to the Plugins tab.

  5. Click the pencil icon for the plugin you want to verify.

  6. Click Transaction Records.

  7. Check if there are continuous failed transactions.

  8. Click the edit button on the most recent failed transaction.

  9. Scroll down to view the response details.

  10. If the error message indicates incorrect authentication information, ensure that the credentials entered in the Plugin Settings are correct.

  11. If the credentials are correct but errors persist, take action based on the response message or contact Neuro Support.

3. Verify Plugin API Connectivity

If orders are still not sent, check whether the plugin’s API is responding correctly.

  1. Log in to your Neuro account.

  2. Click Stores from the left-hand menu.

  3. Click the pencil icon next to the store associated with the webhook.

  4. Navigate to the Plugins tab.

  5. Click the pencil icon for the plugin you need to check.

  6. Click Transaction Records.

  7. Look for continuous failed transactions.

  8. Click the edit button on the most recent failed transaction.

  9. Scroll down to the response section to view the error details.

  10. If the error message suggests an API connectivity issue, verify that the plugin's API is reachable.

  11. If the problem persists, consult your development team or contact Neuro Support for further assistance.

By following these steps, you can quickly diagnose and resolve issues preventing orders from being processed. If further help is needed, reach out to Neuro Support for expert assistance. 🚀