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Frequently Asked Questions

Here you will find answers to questions about our products and integrations. If you can't find the answer you're looking for, please contact our support team.

General FAQ​

Order status in the shop doesn't change even though the payment was successful.

Order status in the shop changes based on the notification sent from PayU. To confirm its correct processing, check if the response has the status: code (OK): 200. You can check the response code in the Management Panel – in the transaction details, click the "Show reports" button.

The most common causes of the problem:

  1. Check if Cloudflare is blocking incoming requests from PayU based on IP address or User-Agent header. In such a case, notifications will not be delivered correctly, and the response returned for the notification will have a 403 code along with the message error code: 1010.

    • In Cloudflare, add PayU IP addresses to the trusted list. You can do this by updating the Firewall / Access Rules settings. Configuration instructions are available in the documentation: Cloudflare – IP Access Rules. The current list of IP addresses used by PayU to send notifications can be found in the Notifications section of the PayU documentation. This ensures that PayU notifications are not blocked by Cloudflare security rules.
    • Disable the verification of the User-Agent header in the Cloudflare settings.

  2. WAF (Web Application Firewall) on the server is blocking PayU requests.

    • Check the WAF logs on your server to verify whether requests from PayU are being blocked. If you detect any blocking, update your WAF configuration to allow traffic from PayU IP addresses. If you do not have access to the WAF settings, contact your server administrator.
    • If you are using OVH hosting, check your firewall configuration and the .ovhconfig file. Please note that the http.firewall=security option blocks incoming requests from PayU, so if you experience issues with notifications, disable it or adjust the configuration accordingly.
PayU payment methods are not displayed in the shop.

Payment methods are dynamically fetched from the POS according to the entered configuration data.

The most common causes of the problem:

  • Incorrect data – check that the data you entered is correct and that it applies to the correct environment (sandbox or production).
  • No active payment methods for this POS – check the Management Panel to see if there are any active payment methods for this POS.
  • You cannot retrieve methods from the POS — check to see if connections from your server to PayU are being blocked, or contact your server administrator.

Credit FAQ​

Credit Widget FAQ​

After adding the code to the website, a blank page is displayed.

While modifying the code, the HTML file structure may have been damaged, causing the webpage to function improperly or not at all (resulting in a blank screen). An HTML file is a structured document that must maintain the correct format.

After adding the code to the website, I don't see any changes; the widget is not visible.

The likely causes are:

  • The amount is not within the correct range – refer to the amount ranges for the specific payment methods in the Installments and Pay Later section.
  • Check if the widget is not visible at the bottom of the page. If the widget is visible on the page (but in the wrong location), refer to point 3.
  • Verify whether there are any configuration validation errors for the widget. These errors are logged to the browser console.
  • Ensure that the backend code (e.g., PHP) is correctly inserted into the HTML page.
  • The widget consists of three elements: a link to our script (in the head tag), an HTML tag with the widget (in the body tag), and code executing the JavaScript function. It is likely that one of these is missing from the page.
  • For each product on the product list, the widget needs to be added.
The widget is displaying, but in the wrong location.

You need to locate an element on the page, likely associated with the price, beneath which the widget should appear, and move the HTML tag to that location.

The widget is displaying incorrect data.

The likely causes are:

  • The correct codes have been added in the right places; however, an incorrect amount was passed to the widget.
  • There are HTML tags on the page with duplicated identifiers (id).
On which pages is it worth placing the widget?

We Recommend placing the widget on:

  • Product description/product card,
  • Product list – for each product, a separate widget. Be careful to ensure that each widget has a unique ID (e.g., id="installment-mini-2903", next one could be id="installment-mini-2821"),
  • Cart,
  • Checkout – order finalization.
Where can I find the POS_ID and KEY?

In the widget installation instructions, certain data indicated in the HTML code are examples, and you should replace them with your own data. These include, for example, POS_ID and KEY.

  • Log in to the management panel.
  • Choose My Stores.
  • Select the payment point in the chosen store.
  • Click on the relevant payment option. A page with a frame displaying the necessary data will then appear:
  • POS_ID consists only of digits.
  • The entire key shown in the management panel (under the name OAuth Protocol – client_secret or, if absent, Second key (MD5)) consists of 32 characters (digits or lowercase letters a-f). Only the first two characters of the key are required.
I am using a so-called boxed system. Will the widget work for me?

To make the widget work, a change in the page's source code is required. For some boxed systems, modifying the code may be challenging. In such cases, contact your software provider.

  • If you are using PrestaShop, you don't need to install the widget - PayU provides an official PrestaShop plugin with the option to promote credit payments, including the widget. - The recommended version of the PrestaShop plugin is at least 3.1.14. If you are using an older version, we recommend updating the plugin.
  • If you are using WooCommerce, you don't need to install the widget - PayU provides an official WooCommerce plugin with the option to promote credit payments, including the widget.

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