Troubleshooting

Messages when you save your details

• This store has reached its saved PayU account limit. Contact support before connecting another.
• Your change was saved, but Tringify could not refresh the connection. Save again to retry.
• Enter the merchant id exactly as PayU shows it: digits only.
• Enter the account id exactly as PayU shows it: digits only.
• Enter the API login exactly as PayU shows it.
• Enter the API key exactly as PayU shows it.
• Choose the country of your PayU account.
• PayU didn't accept this API login and API key. Check them in the PayU panel under Settings → Technical configuration. Your saved account was not changed.
• PayU couldn't be reached, so nothing was changed. Try again in a minute.
• Tringify for PayU Latin America can't confirm payments to Tringify yet. In your Tringify admin, open Apps, remove Tringify for PayU Latin America and install it again to grant payment access.
• Payments are paused for planned maintenance, so nothing was changed. Try again in a few minutes.

Status on the Overview tab

• Payment access needed: Tringify for PayU Latin America can't confirm payments to Tringify yet. In your Tringify admin, open Apps, remove Tringify for PayU Latin America and install it again to grant payment access.
• PayU keys stopped working: PayU no longer accepts the saved API login and API key. Copy them again from the PayU panel, then choose Update keys on the Settings tab.
• Account details needed: Open the Settings tab, choose Update keys and save your PayU account again.
• Not turned on: PayU is connected but not on in any market. Turn it on in Markets › Payments.

A payment or refund looks stuck

Tringify checks open payments and refunds with PayU every few minutes, and PayU's updates make it check at once. If an order still looks wrong after a few minutes, check the payment in your PayU account, then email support-apps+payu-latam@tringify.com with the order number.