How do I fix or troubleshoot my platform integration?

Contents

• Platform-specific guides
  • Shopify
  • WooCommerce
  • Magento
  • BigCommerce
• Direct API
• As Low As messaging

In some instances, merchants might face issues with their platform integration. We set up the following article to cover platform and feature-specific guides to follow if you want to troubleshoot platform issues.

Platform-specific guides

Shopify

The following are issues and/or error messages that you might stumble upon when integrating with Shopify, with their respective solutions.

• Message: "Your payment can’t be processed for technical reasons. Try again or use a different payment method".
  
  • You need to check if you have SKUs assigned to your products.
    • Open the Inspect feature of your browser, and search for "sku". If "sku": null, please assign SKUs to all of your products.
    • If you have SKUs already assigned, please check your private and public production keys, then reattempt checkout. Learn more about API keys here.
      
• Message: "Payment failed: We're sorry we are unable to process your transaction at this time".
  • Please verify if your production keys are active, and update them in the Affirm app by going to Settings > Payment providers > Alternative payment methods > Affirm > Edit.
    
• Message: "Thanks for considering Affirm".
  • Please check your financing program's start date.
    
• If you have Zipify OneClickUpsell app installed, your customers won't be able to see Affirm at checkout as it is routed through Zipify.
  • Add an Affirm banner to your cart page that directs to your *.myshopify.com/checkout page. This will redirect the customer to your normal Shopify checkout page where customers can see Affirm.
    
• Affirm promotional messaging is not being displayed:
  • You can learn more about setting up promotional messaging in this article.

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WooCommerce

The following are issues and/or error messages that you might stumble upon when integrating with WooCommerce, with their respective solutions.

• Message: "We encountered a problem with your checkout. Please contact the merchant to complete your purchase".
  • This issue can stem from inactive production keys or Sandbox mode still on. Go to Woocommerce > Settings > Payments and uncheck Affirm Sandbox. If you are testing while in Sandbox mode, check if sandbox keys are active.
    
• Message: "Sorry, this order is invalid and cannot be paid for".
  • Reach out to WooCommerce support for help.
• Message: "This order's status is "Processing" it cannot be paid for. Please contact us if you need assistance".
  • This error can show up if Signifyd is installed as a plugin in WooCommerce after placing an order. Instead of landing on the order confirmation page, this error is displayed and the loan is marked as Void in the Merchant Portal. To troubleshoot:
    1. Open "html/wp-content/plugins/woocommerce-signifyd-integration/includes/class-wc-signifyd-checkout-handler.php" using your editor
    2. At line 273, add:
       

       case 'affirm':
       return;

    3. After making this change, test the Affirm checkout flow and verify you reach the order confirmation page.
       
       
• • Before proceeding with a resolution, make sure that WooCommerce is updated.
    1. Go to WordPress Admin > Appearance > Editor and select "YourSiteTheme/woocommerce/single-product/price.php"
       • If this file does not exist, copy it from this path: "MAIN_DIR/wp-content/plugins/woocommerce/templates/single-product/price.php" to "YourSiteTheme/woocommerce/single-product/price.php".
    2. Add the following code to the file right below the paragraph tag with the price class.

       <!--Custom Affirm promotional messaging -->
       
       <?php $price = $product->get_price() ? $product->get_price() : 0; ?>
       
       <p id="learn-more" class="affirm-as-low-as" data-page-type="product" data-amount="<?php echo floatval( $price * 100 ) ?>"> </p>

       Note: This issue usually occurs when using or extending custom product templates. In the future, to update the Affirm promotional messaging color, edit this file directly: "YourSiteTheme/woocommerce/single-product/price.php" and add the needed attributes. This file won't be overwritten with any Woocommerce plugin upgrades.Message: "The page you requested could not be found".
• Error: "Fatal error: Uncaught Error: Call to a member function get_price() on bool in ".
  • This error can arise after an update. We advise you to uninstall and reinstall the plugin.
    
• If redirected to the order page but Affirm checkout modal can't open, ensure that you have SSL enabled and that you have a valid SSL certificate.
  
• Affirm promotional messaging is not being displayed on the product page:
  • This issue usually occurs if you are using or extending custom product templates. To fix this issue, you would need to manually add some code to your WooCommerce files:
    1. Go to WordPress Admin > Appearance > Editor and select "YourSiteTheme/woocommerce/single-product/price.php"
       • If this file does not exist, copy it from this path: "MAIN_DIR/wp-content/plugins/woocommerce/templates/single-product/price.php" to "YourSiteTheme/woocommerce/single-product/price.php".
    2. Add the following code to the file right below the paragraph tag with the price class.
       

       <?php $price = $product->get_price() ? $product->get_price() : 0; ?>
       
       <p id="learn-more" class="affirm-as-low-as" data-page-type="product" data-amount="<?php echo floatval( $price * 100 ) ?>"> </p>

    3. Save the changes.
       
       
• Affirm promotional messaging does not display for products created using product bundles extension:
  • You can check this article for instructions on how to add promotional messaging to these products.
    

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Magento

The following are issues and/or error messages that you might stumble upon when integrating with Magento, with their respective solutions.

• Message: "We encountered a problem with your checkout. Please enter a valid state".
  • This is a known issue currently in Magento 2.3.4 Affirm Extension version: 3.0.3. It is not properly receiving the customer's billing address state during the checkout. Affirm has a patch for this bug being worked on here.
    
• Message: "Invalid Form Key. Please refresh the page".

  • Verify what version of the Affirm extension you are using. If you are using v2.1.5 you will need to upgrade your extension to the latest version, 3.0.3. Extension v2.1.5 is not compatible with Magento Open Source 2.3+.
    

• Message: "Affirm can't process orders with a zero balance due. To finish your purchase, please go through the standard checkout process".
  • Verify which checkout type you are using. A "redirect" checkout type can be the reason, we advise you to use a "modal" checkout type.
    
• Customers receive an error message upon being redirected to the order confirmation page (Magento 2).
  • You may need to downgrade the Affirm extension. The Affirm extension v3.0.3 works with Magento versions 2.3 and higher. See this article for more information on managing Magento.
    
• If your website dynamically changes the product price based on size, color, or some other attribute, and the Affirm promotional messaging does not update when a variant is selected:
  • A selector allows you to call the updateAffirmAsLowAs function. This function updates the monthly payment calculation whenever the price changes. See these files:
    • YourWebsite\Affirm\Block\Promotion\AslowasAbstract.php
    • YourWebsite\Affirm\Block\Promotion\ProductPage\Aslowas.php
    • YourWebsite\Affirm\Block\Promotion\CartPage\Aslowas.php
    • YourWebsite\Affirm\view\frontend\web\js\model\aslowas.js

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BigCommerce

If you encounter an error message that says "We encountered a problem with your checkout. Please contact the merchant to complete your purchase", we advise you to verify if your production keys are inactive. You can also see this article to discover more about BigCommerce.

If you need further help, reach out to our Merchant Care using the Business Resource Hub support widget.

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Direct API

We have put together the following troubleshooting steps to consult whenever you face issues when integrating with Direct API. This article can help you kickstart your journey.

• Message: "Unable to read data from the transport connection: An existing connection was forcibly closed by the remote host".
  • Verify which TLS version you are using. TLS v1.2 is the minimum TLS version supported by Affirm.
    
• Message: "The provided checkout total is invalid. Please contact the merchant to complete your purchase".
  • Check if values are being passed in cents, and that there is no trailing comma after the total attribute:
    

    "shipping_amount":0,
    
    "tax_amount":0,
    
    "total":10000,

  
  
• After placing an order, a customer is not redirected to the order confirmation page.
  • Please check if you are using the correct keys for Sandbox & Production environments. More details can be found here.

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As Low As messaging

When implementing As Low As messaging on your platform, you might face possible issues. We have put together these articles to consult when encountering problems:

• Adding Promotional Messaging To Your Website
• How Do I Adjust or Update My Promotional Messaging On My Website?
• Why Can't I Get My Promotional Messaging to Appear?
• Why Doesn't My Promotional Messaging Work on Shopify?

If you need further help, reach out to our Merchant Care team using the Business Resource Hub support widget.

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