Troubleshooting

Find your symptom and work the steps in order. Most problems come down to keys, paths, or environment mismatches — and they all leave a trail in the Gateway Log.

Always check the Gateway Log first

Utilities → Logs → Gateway Log. Every PayGlocal attempt is recorded here. Open the most recent PayGlocal entry — it tells you which stage failed and points you at the fix below.

Log entry	Stage	Go to
"Key file could not be read"	Reading a .pem key	Key file errors
"JWS verification failed"	Verifying the callback signature	JWS verification failed
Status cross-check mismatch	Status API disagrees with the callback	Gateway trusts the status API; re-check MID and environment
License-inactive	License validation	License won't activate

Payments are failing

1. Confirm your Merchant ID (MID) in Setup → Payment Gateways → PayGlocal.
2. Check both Key ID (KID) values match the keys you're actually using.
3. Verify the two key file paths point at the right .pem files.
4. Use the correct key pair for the environment — UAT keys with Sandbox Mode on, production keys with it off.
5. Re-read the latest Gateway Log entry for the stage that failed.

Key file errors

If the log points at reading a key file:

1. Confirm each file path is the absolute path to the .pem.
2. Ensure the file is readable by the web-server user (chmod 640, correct owner/group).
3. Confirm the file is present at that path and wasn't moved during an update or server change.

JWS verification failed

A JWS verification failure means the signature on PayGlocal's callback couldn't be validated. This is the authoritative check — the callback is rejected and the invoice left untouched.

1. Make sure the PayGlocal public key matches the environment — UAT public key in sandbox, production public key when live.
2. Confirm the PayGlocal Public Key ID (KID) matches that public key.
3. Check the key hasn't been rotated or expired in the GCC dashboard; download the current Common Certificate if it has.

License won't activate

If payments are disabled and the log or settings indicate the license isn't active:

1. Re-check the License Key in the gateway settings for typos or trailing spaces.
2. Confirm your server can make outbound HTTPS requests to relyweb.co.
3. Renew if a Leased license has lapsed.
4. Save Changes after correcting the key.

Recurring invoices aren't being charged

If PayGlocal Recurring isn't auto-charging renewals:

1. Confirm the main PayGlocal gateway is active and fully configured — recurring inherits all its credentials, keys and test mode from it, and a configuration error there stops recurring.
2. Confirm PayGlocal Recurring is activated and the invoices use it as their payment method.
3. Confirm the WHMCS daily cron is running — the auto-charge runs from the daily cron.
4. Check the invoice is within the Days Before Due Date to Charge window and not more than 30 days overdue — the cron skips invoices past that.
5. Check the amount doesn't exceed the mandate's SI Maximum Amount Per Payment ceiling — charges above the multiple are skipped.
6. Re-check the Gateway Log for the mandate status. A revoked, exhausted, or not-found mandate is deactivated automatically; the customer must authorise a new mandate on their next invoice.

Related pages

• Error reference — what specific conditions mean
• Configuration — every gateway field
• PayGlocal key setup
• How recurring payments work — mandates and the cron
• Licensing
• FAQ