---
url: /razorpay-acellemail/troubleshooting.md
description: >-
  Fixes for common Razorpay for AcelleMail issues — gateways not appearing,
  subscription unavailable, payments failing, webhooks not verifying, and
  ionCube not loaded.
---

# Troubleshooting

Step-by-step diagnostic procedures for resolving gateway visibility, plan mapping, webhook synchronization, and payment issues.

## Gateways not appearing after saving

If **Razorpay** and **Razorpay Subscription** don't show up in **Admin → Payment Gateways → Add**:

1. **Check license badge:** Open **Admin → Plugins → Razorpay → Settings** and verify the **Active** badge. Inactive licenses hide the gateways.
2. **Confirm outbound HTTPS:** Ensure the server reaches `relyweb.co` on port 443. Click **Save Settings** to refresh validation.
3. **Trigger registration:** Gateways are created upon clicking **Save Settings** with a valid license.

## Subscription not available

If a plan shows *"Razorpay Subscription — Not available for this plan"*, the plan isn't eligible:

1. **Verify remote plan mapping:** Navigate to **Admin → Remote Plan Mappings** and map your local plan to a matching Razorpay plan. See [Set up subscriptions](/razorpay-acellemail/guides/set-up-subscriptions).
2. **Verify currency:** Ensure the local plan is priced in **INR** (Razorpay integration is INR-only).

## Payments failing

1. **Audit API credentials:** Verify that **API Key ID** and **API Key Secret** match the Razorpay dashboard exactly.
2. **Verify key prefix:** Ensure your key matches the intended environment (`rzp_test_` vs `rzp_live_`).
3. **Review transaction logs:** Inspect the AcelleMail payment log for exact failure codes, then consult [Errors](/razorpay-acellemail/errors).

## Webhook not working

If renewals or payment confirmations don't update:

1. **Verify endpoint URL:** Ensure the webhook URL in the Razorpay dashboard matches:
   ```
   https://YOUR_DOMAIN/cashier/razorpay/webhooks
   ```
2. **Verify Webhook Secret:** Ensure the secret string in Razorpay matches **Webhook Secret** in AcelleMail Plugin Settings. See [Configure webhooks](/razorpay-acellemail/guides/configure-webhooks).
3. **Verify subscribed events:** Ensure `payment.captured`, `subscription.charged`, and `payment.failed` are enabled.

## ionCube missing

If the plugin displays *"ionCube Loader required"* or a parse error:

* Verify active extensions via `php -m | grep -i ioncube` or under **Admin → Info**.
* Install or enable **ionCube Loader 13.0.2 or newer** on PHP 8.2–8.5. See [Requirements](/razorpay-acellemail/requirements).

## Related pages

* [Errors](/razorpay-acellemail/errors)
* [Licensing](/razorpay-acellemail/licensing)
* [Configure webhooks](/razorpay-acellemail/guides/configure-webhooks)
* [Set up subscriptions](/razorpay-acellemail/guides/set-up-subscriptions)
* [FAQ](/razorpay-acellemail/faq)