Shopify Troubleshooting

Common troubleshooting scenarios that may occur during integration.

Internal server error appears when user is redirected.

• Incorrect integration or Shopify keys. Verify your keys in the EBANX dashboard.
• Processing in an unsupported currency. We currently accept USD, BRL, and EUR (except in transparent checkout, which does not yet support EUR).
• The country you’re processing in is not enabled in your merchant account.

Transparent checkout not working, even after 10 minutes.

Check your app status:

• In your Shopify admin panel, go to Apps.
• Click on the EBANX App (Sell in LATAM – EBANX Checkout).
• Re-enter your integration key.
• If you don’t see “EBANX Optimized Checkout is Installed on your store!”, send an email to sales.engineering@ebanx.com.
• If Shopify doesn't load the transparent checkout after reinstallation, deactivate any other plugins or custom settings that may interfere.
• If you receive the success message, double-check that your gateway is eligible for transparent checkout.

I can’t find the EBANX gateway in the “alternative payment methods” section.

• Ensure you clicked the link provided during installation and completed the installation.

I can’t find my Shopify Key in the EBANX Dashboard.

• Contact EBANX integration team at sales.engineering@ebanx.com.

Still need help?

We hope this article was helpful. If you still have questions, you can explore the following options:

• Merchant support: Contact our support team at sales.engineering@ebanx.com for assistance.
• Not a partner yet? Please complete the Merchant Signup Form, and our commercial team will reach out to you.