Errors and Troubleshooting
Fix common Payment Button problems — button not showing on your page, payment not completing, redirect not working, and transaction not reflecting in the Dashboard.
Something not working after adding your Payment Button to your website? Go through the most common issues such as button not showing on your page, the payment page not opening, payments not reflecting in your Dashboard, and ways to fix them.
Payment ButtonsHaven't added a payment button yet? → Add a Payment Button
Why Is My Button Not Showing on My Page?
Button Not Appearing After Adding the Code
Check these in order:
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Make sure the code is in a code or HTML block and not a text block: Page builders like WordPress, Wix, and Squarespace have separate Text blocks and HTML/Code blocks. The button code must go in an HTML or Code block. Pasting it into a text editor will display it as plain text, not a button.
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Copy the code again from the Dashboard: Go to Payment Tools → Payment Buttons, find your button, and copy the complete code. Even one missing character will stop it from working.
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Check the published page, not the preview: Some website builders only load the button on a live, published page. It may not appear in draft or preview mode.
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Clear your browser cache and reload the page: Old cached files sometimes prevent updates from showing.
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Test in a different browser: If the button shows in one browser but not another, a browser extension or setting may be blocking it. Try in a private/incognito window with extensions turned off.
Note:If your website has strong custom styling and it is affecting how the button looks. For example it appears too large or out of place, contact your web designer. The fix is a style adjustment on your website, not on the button code.
Why Is the Payment Page Not Opening When the Button Is Clicked?
Button Click Does Nothing or Opens a Blank Page
Check these:
- Pop-up blocker: PayU's payment page opens in a new tab or pop-up window. Most browsers block pop-ups by default. Ask your customer to allow pop-ups for your website, or test it yourself in a browser with pop-ups turned on.
- Copy the button code again: If the code on your website is old or incomplete, clicking the button may fail silently. Remove the existing code, copy it again from the Dashboard, and paste it fresh.
- Make sure your website uses HTTPS: PayU's payment page requires a secure connection. If your website address starts with
http://instead ofhttps://, the button may be blocked by the browser. Contact your web hosting provider to enable HTTPS.
Why Is the Payment Not Going Through?
Customer Reaches the Payment Page but Payment Fails
Ask your customer: what payment method did they try, and what message did they see?
| Message the Customer Saw | Likely Reason | What to Do |
|---|---|---|
Transaction declined by bank | Their bank or card issuer declined the payment | Ask them to try a different card or contact their bank |
Payment method not available | That method is not turned on for your account | Contact PayU support to enable it |
| Page stuck or keeps loading | Poor internet connection on the customer's side | Ask them to try on a better connection or a different browser |
Amount exceeds limit | The customer's card or UPI daily limit was reached | Ask them to try a different payment method |
If no payment methods appear at all on the payment page: contact PayU support — your account may need specific payment methods turned on.
Why Is My Customer Not Being Sent Back to My Website After Payment?
Customer Is Not Redirected to My Thank-You or Error Page
Check the following:
- Were redirect pages set when the button was created?: Redirect pages are set at the time you create the payment button. If you did not set them, your customer will land on PayU's default confirmation page and not on your website. Edit the payment button to add URLs under Advanced Options.
- Check for typos in the page addresses. A single character error such as missing
https://, wrong domain name such as causes the redirect to fail. Make sure each address starts withhttps://and points to a real, live page on your website. - Make sure the pages are live and publicly accessible. The redirect pages must be reachable by anyone on the internet. Pages that are behind a login or still in draft will not work.
Why Is the Transaction Not Showing in My Dashboard?
Payment Looks Successful but I Cannot Find It
Follow these steps:
- Wait 5–10 minutes and refresh: The Dashboard updates in near-real-time but can occasionally take a few minutes.
- Look in the Transactions tab: Not the Payment Buttons tab, payments made through your buttons appear in the main Transactions section of your Dashboard.
- Search by amount or date to find the specific payment.
If the transaction appears in Transactions but the button status is not updated:
The payment has been received. The button record will update within 30 minutes. Contact PayU support with the transaction ID if it does not update within an hour.
If the transaction does not appear anywhere after 30 minutes:
The payment may have failed on the customer's bank side, even if it appeared to go through. Banks sometimes automatically reverse such charges within 5–7 business days. Ask your customer to check their bank statement. If the charge was not reversed, contact PayU support with the customer's bank reference number.
How Do I Fix a Button with Wrong Details?
Wrong Amount, Label, or Redirect Page on the Button
Edit the payment button details to add the correct information.
Still Stuck?
Contact PayU support with these details:
- Payment Button name (from your Dashboard)
- The page on your website where the button is added
- Transaction ID (if your customer attempted a payment)
- Date and time of the issue
- Screenshot of any error message
- Browser and device your customer was using
Contact PayU Support via the Dashboard Help section, or email [email protected].
Next Steps
Updated 12 days ago
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