Error reference

Diagnose PayGlocal gateway conditions and resolutions. All payment attempts and errors are recorded in Utilities → Logs → Gateway Log.

Payment and callback conditions

Condition	What it means	How to resolve
Key file could not be read	The gateway couldn't open a .pem key at the configured path.	Check the absolute path, that the file exists, and that it's readable by the web-server user (chmod 640).
JWS verification failed	The signature on PayGlocal's callback couldn't be validated.	Confirm the PayGlocal public key and its KID match the environment (UAT vs production) and that the key hasn't been rotated or expired in the GCC dashboard.
Status cross-check mismatch	The signed callback and PayGlocal's status API report different statuses.	The gateway trusts the status API value and logs the mismatch. Re-check MID and environment if the outcome looks wrong.
Wrong environment / keys	UAT keys are in use with Sandbox Mode off, or production keys with it on.	Match the key pair and KIDs to the mode: UAT keys with Sandbox = Yes, production keys with Sandbox = No.

Transaction statuses

PayGlocal returns a status with each callback and status check; the gateway logs it and acts on it. These are the statuses you'll see in the Gateway Log:

Status	Meaning	Gateway action
SENT_FOR_CAPTURE	Payment successful and captured (PayCollect).	Invoice marked Paid.
AUTHORIZED	Recurring mandate authorised / SI charge succeeded.	Invoice marked Paid.
CREATED	Transaction created, not yet at a final state.	Logged as pending.
INPROGRESS	Still being processed.	Logged as pending.
ABANDONED	Customer left checkout without completing.	Logged as failed; invoice stays unpaid.
ISSUER_DECLINE	Declined by the customer's issuing bank.	Logged as failed.
CUSTOMER_CANCELLED	Customer cancelled the payment.	Logged as failed.
AUTHENTICATION_TIMEOUT	3-D Secure / OTP authentication timed out.	Logged as failed.
GENERAL_DECLINE	Declined by the risk engine.	Logged as failed.
REQUEST_ERROR	Invalid request data.	Logged as failed.
SYSTEM_ERROR	PayGlocal system issue.	Logged as failed.
CONFIG_ERROR	Merchant/gateway configuration problem.	Logged as failed.

License-inactive behaviour

• Payment impact: New PayGlocal payments can't be started while the license is inactive.
• In-flight payments: A payment already completed at PayGlocal is still verified and recorded, so a paid customer never has an uncredited invoice.
• Validation check: Verification runs against relyweb.co.
• Recovery: Processing restores immediately once a valid license is saved.

Resolution steps

1. Verify the License Key in Setup → Payment Gateways → PayGlocal.
2. Confirm outbound HTTPS connectivity to relyweb.co.
3. Renew lapsed licenses via your client area, then click Save Changes.

Recurring (Standing Instructions) conditions

Condition	What it means	How to resolve
Shared module files could not load	PayGlocal Recurring couldn't load the shared modules/gateways/payglocal/ code.	Ensure the complete PayGlocal module is installed and its files are readable by the web-server user.
Main PayGlocal gateway not configured	Recurring reads credentials from the main PayGlocal gateway, which isn't active or configured.	Activate and fully configure PayGlocal first, then save the recurring gateway.
Charge skipped — above maximum	The invoice amount exceeds the mandate's SI Maximum Amount Per Payment ceiling.	Charge the invoice manually, or raise the SI maximum multiple for future mandates.
Mandate inactive / exhausted / not found	The stored mandate is no longer usable at PayGlocal.	The mandate is deactivated automatically; the customer authorises a new mandate on their next invoice.

ionCube

PayGlocal requires the ionCube Loader extension. If missing or outdated (< 13.0.2), the module will not initialize. See Requirements.

Related pages

• Troubleshooting — step-by-step fixes
• How recurring payments work
• Configuration
• Licensing
• Requirements