HyperPay did not accept my keys — what now?

When you save your HyperPay keys, we check them with HyperPay straight away. This article explains each answer that leaves your keys Not confirmed, what HyperPay's reasons mean, how Check again works, and what unconfirmed keys hold back.

You are in the right place if the badge on the Card payments page reads Not confirmed. For connecting from the start, see connect HyperPay for card payments.

Saved, but HyperPay did not accept the keys

HyperPay answered, and said no. You see:

• the message Saved, but HyperPay did not accept these keys.;
• the badge Not confirmed;
• a red box at the top of the form, and a Check again button beside Save.

Enlarge

When we recognise HyperPay's reason, the red box has two lines. The first starts HyperPay did not accept these keys: and goes on to explain the reason in plain words. The second starts HyperPay’s reply: and shows HyperPay's own answer, with its result code in brackets, for example invalid authentication information (800.900.300).

Otherwise it is one line: HyperPay did not accept these keys: followed by HyperPay's reply (see any other answer).

Enlarge

Your keys are saved even though they were refused, so you only need to replace the one that is wrong. The red box stays until HyperPay accepts the keys, or until you change the entity ID or access token.

HyperPay's reasons: the access token, test keys, your currency, a missing value

We explain the result codes whose meaning is certain. Look for the code at the end of HyperPay's reply.

The access token, and test keys

HyperPay did not accept this access token together with this entity ID. It happens when:

• the access token or the entity ID was copied with a character missing or extra;
• the two come from different HyperPay accounts or entities;
• they are test keys. We check every key against HyperPay's live system, the one that takes real cards, and keys from HyperPay's test environment are always refused there.

To fix it:

Your currency

We check your keys with the currency your store sells in, the one set on the Localization tab of Settings, for example JOD. HyperPay answered that your entity is not set up to take payments in that currency.

• If your store's currency is right, ask HyperPay to enable it for your entity. If they give you a different entity ID for it, paste that into Entity ID and select Save. Otherwise, once they confirm, select Check again.
• If your store's currency is wrong, correct it first. See set your store's languages and currency. Then select Check again.

A missing value

HyperPay found a value missing, or not in the form it expects. The entity ID is the value you typed, so it is the one to check: copy it again from HyperPay, paste it into Entity ID, and select Save.

Any other answer

For any other code, the red box reads HyperPay did not accept these keys: followed by HyperPay's reply alone. We do not guess at what an unfamiliar code means, because a wrong guess would send you to fix the wrong field.

If HyperPay refused without giving a reason, the reply reads HyperPay refused the keys (HTTP …), with the error number HyperPay's system returned.

In both cases, take the reply to HyperPay. See still refused.

Saved, but HyperPay could not be reached

This time HyperPay did not answer at all: it was down, too busy to reply, or the connection to it failed. You see:

• the message Saved. HyperPay could not be reached to confirm the keys.;
• the badge Not confirmed;
• the line We could not confirm these keys with HyperPay yet. Check again in a moment., and a Check again button.

Enlarge

Nothing suggests your keys are wrong; they are saved as they are. Wait a minute or two, then select Check again. You do not need to type them again.

Enlarge

Check again

Check again asks HyperPay about the keys you have already saved, without you entering them again. It appears beside Save whenever your keys are stored but the badge reads Not confirmed.

If a refusal is already showing and HyperPay does not answer, you see HyperPay did not accept these keys. again, with the same reply in the red box. The same goes for a save that leaves the entity ID and access token as they are: it shows Saved, but HyperPay did not accept these keys. If the reply has not changed, HyperPay may simply not have answered: wait a few minutes and select Check again before you change any key.

Enlarge

Enlarge

Enlarge

Check again sends the same stored keys every time. After a refusal it is worth pressing only when something changed on HyperPay's side, for example once they approve your account or enable your currency. Otherwise, change the key that was refused and select Save.

If the check could not run at all, nothing changes. Could not save changes. means the request did not go through: try again in a moment. You do not have permission to do this. means your role can open the page but not check keys: ask the store owner to add Edit settings to it (see staff roles). If your connection dropped, you see Could not reach the server. Check your connection and try again. instead.

Keys stored but not confirmed: what they hold back

Before your first publish, unconfirmed keys keep the Connect HyperPay task open on your setup list, shown as Keys not confirmed by HyperPay. Your storefront cannot be published until HyperPay confirms them. Once the rest of your setup list is done, you can still design in the Storefront Studio meanwhile; only publishing waits. See the setup list before your first publish.

After you have published, your store stays open, but your checkout offers card payments only on keys HyperPay has confirmed. While the badge reads Not confirmed, the card option is not shown at checkout and your storefront's footer shows no card marks, so customers pay cash on delivery. The card option comes back by itself once HyperPay confirms your keys, after Check again or a save. You do not need to switch anything back on.

A refund of an earlier card order uses the stored keys, so it is refused too while HyperPay refuses them.

Still refused: ask HyperPay, or us

HyperPay issued your keys, so they can tell you what is wrong with them. Contact HyperPay's support and give them:

• HyperPay's reply from the red box, with the code in brackets;
• your entity ID.

If HyperPay says your keys are fine and we still cannot confirm them, or HyperPay could not be reached for hours, open a support ticket. Tell us HyperPay's reply and roughly when you saved. Never paste your access token into a ticket: we never need it, and nobody should ask you for it.

Next, once the badge reads Connected, publish your storefront.