Gateways Troubleshooting
The most common problems when connecting and running gateways, with their resolutions.
| Error | Resolution |
|---|---|
| Credentials rejected in the PaymentsAI panel | Log in to the gateway's own portal directly to confirm the credentials are valid; check for trailing spaces when pasting. |
| NMI VAR sheet errors | Confirm with the backend processor that the VAR sheet was delivered to NMI and that your NMI account is active. |
| Payment method unavailable | Check that your gateway and its backend processor support that payment method. |
| Test transactions failing | Confirm both your PaymentsAI account and the gateway are on stage (test mode). |
| Live credentials used on stage | Use stage credentials for testing; live credentials only work in production. |
| Gateway status: "Waiting for Connection" | For PayPal, this is normal for up to 7 business days while referenced transactions are activated (see PayPal). For other gateways, finish all onboarding steps. |
| PayPal stuck in "waiting for connection" beyond 7 business days | Contact PaymentsAI support to escalate to PayPal. |
| PaymentsAI Gateway won't connect after application | The application is likely undergoing a manual review (see PaymentsAI Gateway). |
| Coinbase connection fails | Whitelist https://api.payments.ai in Coinbase security settings; confirm a Coinbase Commerce account is in place. |
| Coinbase connection not fully active | Add an Ethereum wallet under Settings → Deposits in Coinbase. |
| Splitit shows "Successfully Connected" but transactions fail | Verify your Splitit Terminal ID is correct (see Splitit). |
| Coinbase or Klarna not appearing at checkout | This is expected. Both are invoice-only and not available as direct checkout elements. Use a manual order with an invoice (see Coinbase, Klarna). |
Connection status: "Waiting for Connection"
A gateway shows Waiting for Connection when onboarding has not been completed. Complete every onboarding step for that gateway. For PayPal, this includes any required waiting period (see PayPal).
Still stuck?
If a gateway will not connect after you have verified credentials and completed onboarding, contact your PaymentsAI point of contact with the gateway name and the exact error shown.