Troubleshooting

Precium API Troubleshooting Guide

Solutions to common integration issues and debugging techniques.

‍

Quick Diagnostics

API Health Check

BASH

curl -X GET "https://gate.reviopay.com/api/v1/clients/" \
  -H "Authorization: Bearer YOUR_API_KEY"

‍

‍

Authentication Issues

Problem: 401 Unauthorized

Symptoms:

JSON

{
  "__all__": {
    "message": "Invalid or expired authentication token",
    "code": "invalid_token"
  }
}

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Common Causes:

1. Incorrect API Key

‍

BASH

    # Wrong
    -H "Authorization: your_api_key"

    # Correct
    -H "Authorization: Bearer your_api_key"

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1. Environment Mismatch

• Using the sandbox key in production
• Using the production key in the sandbox

1. Revoked Key

• The key was regenerated in the dashboard
• The key was disabled

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Resolution:

1. Verify key format includes "Bearer " prefix
2. Check that the key in the dashboard matches the configuration
3. Generate a new key if necessary
4. Ensure the environment matches

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Problem: Missing Authorization Header

Symptoms:

JSON

{
  "__all__": {
    "message": "Authorization header is required",
    "code": "missing_authorization"
  }
}

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Resolution:

Ensure every request includes the header:

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PYTHON

headers = {
    "Authorization": f"Bearer {api_key}",
    "Content-Type": "application/json"
}

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Purchase Creation Issues

Problem: Invalid brand_id

Symptoms:

JSON

{
  "brand_id": {
    "message": "Invalid pk \"xxx\" - object does not exist",
    "code": "does_not_exist"
  }
}

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Causes:

• Incorrect brand ID
• Brand ID from a different environment
• Typo in UUID

‍

Resolution:

1. Copy brand_id directly from the dashboard
2. Verify format: xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx
3. Ensure the use of the correct environment's brand

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Problem: checkout_url Not Generated

Symptoms:

• checkout_url is null in response
• direct_post_url is null

‍

Causes:

• Missing success_redirect or failure_redirect
• purchase.request_client_details is not empty
• Purchase is not in a payable state

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Resolution:

Include redirect URLs:

‍

JSON

{
  "success_redirect": "https://yoursite.com/success",
  "failure_redirect": "https://yoursite.com/failure",
  ...
}

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Problem: Total Amount Mismatch

Symptoms:

• Calculated total doesn't match expected
• Checkout shows the wrong amount

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Diagnosis:

PYTHON

# Check how total is calculated
total = sum(
    product['price'] * int(product.get('quantity', '1'))
    for product in products
)

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Common Issues:

• Quantity is a string, not applied correctly
• Discount/tax calculations
• Override fields not set properly

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Resolution:

JSON

{
  "products": [
    {"name": "Item", "price": 5000, "quantity": "2"}  // quantity is STRING
  ],
  "total_override": null  // Don't set unless intentional
}

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Payment Processing Issues

Problem: Card Declined

Symptoms:

• Payment fails at checkout
• Error message: "Card declined"

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Possible Causes:

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Debugging:

BASH

# Check purchase for detailed error
GET /purchases/{id}/

# Response includes:
{
  "status": "failed",
  "payment_failure_reason": "do_not_honour"
}

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Problem: 3DS Authentication Failed

Symptoms:

• Customer fails 3D Secure challenge
• Redirect to failure URL
• Error: 3ds_authentication_failed

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Causes:

• The customer entered the wrong OTP/password
• 3DS timeout
• Customer cancelled
• Browser pop-up blocked

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Resolution:

1. The customer should retry with the correct credentials
2. Ensure pop-ups are not blocked
3. Verify redirect URLs load quickly
4. Check browser compatibility

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Problem: Payment Stuck in Pending

Symptoms:

• Status remains pending indefinitely
• No success/failure redirect

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Diagnosis:

BASH

# Check current status
GET /purchases/{id}/

# Response
{
  "status": "pending",
  "events": [...],  // Check for processing events
  "payment_method_details": {...}
}

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Causes:

• 3DS flow not completed
• Customer abandoned payment
• Processing delay

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Resolution:

1. Wait for processing (usually < 60 seconds)
2. Check if the customer completed 3DS
3. Set up webhooks for async notification
4. For extended pending, contact support

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Webhook Issues

Problem: Webhooks Not Received

Checklist:

• Webhook URL is HTTPS
• URL is publicly accessible
• Firewall allows Precium IPs
• Server responds within 5 seconds
• Events are subscribed to

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Debug Steps:

1. Verify webhook configuration:

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BASH

GET /webhooks/

# Check your endpoints are listed

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1. Test URL accessibility:

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BASH

curl -X POST "https://yoursite.com/webhooks/precium" \
  -H "Content-Type: application/json" \
  -d '{"test": true}'

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1. Check server logs for incoming requests
2. Verify the SSL certificate is valid

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Problem: Webhook Signature Invalid

Symptoms:

• Signature verification fails
• Events appear legitimate, but don't validate

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Debug:

PYTHON

import hmac
import hashlib

def debug_signature(payload, received_sig, secret):
    calculated = hmac.new(
        secret.encode(),
        payload.encode(),
        hashlib.sha256
    ).hexdigest()

    print(f"Received:   {received_sig}")
    print(f"Calculated: {calculated}")
    print(f"Match: {received_sig == calculated}")

    return received_sig == calculated

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Common Issues:

1. Payload modification: Use raw request body

‍

PYTHON

    # Wrong - parsed JSON
    payload = json.dumps(request.json)

    # Correct - raw body
    payload = request.get_data(as_text=True)

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1. Encoding issues: Ensure UTF-8
2. Wrong secret: Verify the secret from the dashboard

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Problem: Duplicate Webhook Events

Cause: Webhook retry on non-200 response

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Resolution:

PYTHON

# Implement idempotency
processed_events = set()

def handle_webhook(event):
    event_id = event.get('id')

    if event_id in processed_events:
        return  # Already processed

    processed_events.add(event_id)
    # Process event...

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Best Practice: Store event IDs in the database:

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SQL

CREATE TABLE webhook_events (
    event_id VARCHAR(50) PRIMARY KEY,
    event_type VARCHAR(50),
    processed_at TIMESTAMP DEFAULT NOW()
);

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Recurring Payment Issues

Problem: Token Not Created

Symptoms:

• force_recurring: true set but no token
• Empty token list for client

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Causes:

• Payment not completed
• The payment amount was 0 without skip_capture
• Token creation is disabled for the payment method

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Debug:

BASH

# Check if payment completed
GET /purchases/{id}/

# Verify status is "paid" or "hold"

# List client tokens
GET /clients/{client_id}/recurring_tokens/

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Resolution:

For zero-amount tokenization:

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JSON

{
  "purchase": {
    "products": [{"name": "Auth", "price": 0}]
  },
  "skip_capture": true,
  "force_recurring": true
}

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Problem: Token Charge Failed

Symptoms:

• /charge/ endpoint returns error
• Token exists, but won't charge

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Error Types:

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Debug:

BASH

# Verify token exists
GET /clients/{client_id}/recurring_tokens/{token_id}/

# Check original purchase
GET /purchases/{token_id}/

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Direct Post Issues

Problem: direct_post_url is null

Causes:

• Missing redirect URLs
• purchase.request_client_details not empty
• Purchase not in created state

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Resolution:

JSON

{
  "success_redirect": "https://...",  // Required
  "failure_redirect": "https://...",  // Required
  "purchase": {
    "request_client_details": []  // Must be empty
  }
}

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Problem: Direct Post Returns to Failure

Symptoms:

• Valid card details
• Redirect to failure URL

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Debug Checklist:

• Form fields match expected names exactly
• Card number has no spaces
• Expiry format is MM/YY
• CVC is 3-4 digits
• Cardholder name uses Latin characters only

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Field Requirements:

HTML

<!-- Exact field names required -->
<input name="cardholder_name">  <!-- Latin, max 30 chars -->
<input name="card_number">       <!-- Digits only, max 19 -->
<input name="expires">           <!-- MM/YY format -->
<input name="cvc">               <!-- 3-4 digits -->
<input name="pm" value="visa">   <!-- Payment method -->

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Performance Issues

Problem: Slow API Responses

Diagnosis:

PYTHON

import time

start = time.time()
response = requests.get(url, headers=headers)
elapsed = time.time() - start
print(f"Response time: {elapsed:.2f}s")

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Causes:

• Network latency
• Large response payloads
• Server load

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Resolution:

1. Implement connection pooling
2. Use pagination for list endpoints
3. Cache responses where appropriate
4. Implement timeout handling

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Problem: Rate Limit Exceeded

Symptoms:

JSON

HTTP 429 Too Many Requests

Headers:
X-RateLimit-Limit: 100
X-RateLimit-Remaining: 0
X-RateLimit-Reset: 1619740860

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Resolution:

PYTHON

import time

def api_request_with_backoff(func, max_retries=3):
    for attempt in range(max_retries):
        response = func()

        if response.status_code == 429:
            reset_time = int(response.headers.get('X-RateLimit-Reset', 0))
            wait = max(reset_time - time.time(), 2 ** attempt)
            print(f"Rate limited. Waiting {wait:.0f}s...")
            time.sleep(wait)
            continue

        return response

    raise Exception("Rate limit exceeded after retries")

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Debugging Tools

Request Logging

PYTHON

import logging

logging.basicConfig(level=logging.DEBUG)

# Log all requests
import http.client
http.client.HTTPConnection.debuglevel = 1

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Response Inspection

PYTHON

def debug_response(response):
    print(f"Status: {response.status_code}")
    print(f"Headers: {dict(response.headers)}")
    print(f"Body: {response.text}")

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cURL Verbose Mode

BASH

curl -v -X POST "https://gate.reviopay.com/api/v1/purchases/" \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"..."}'

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Error Message Reference

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Getting Support

Before Contacting Support

1. Collect information:

• Request ID (if available)
• Full error response
• Request payload (sanitized)
• Timestamp of issue

1. Check dashboard:

• Transaction history
• Webhook logs
• Event logs

1. Review documentation:

• API reference
• Error codes guide

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Contact Support

Email: support@precium.com

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Include:

• Merchant ID / Brand ID
• Environment (Sandbox/Production)
• Purchase ID(s) affected
• Steps to reproduce
• Error messages
• Timestamps