> ## Documentation Index
> Fetch the complete documentation index at: https://docs.alignet.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Quick guide to resolving technical and configuration issues in PrestaShop.

If you have difficulties with integrating or processing payments, check with this diagnosis table. Most incidents have been PrestaShop They are due to network restrictions or misconfigured credentials.

## 1. Rapid Diagnosis table

| Problem                              | probable cause                                       | Suggested solution                                                                                             |
| :----------------------------------- | :--------------------------------------------------- | :------------------------------------------------------------------------------------------------------------- |
| **No Loading Form**                  | Invalid credentials or missetting of an environment. | Check that **Client ID** and **Customer Secret** matching to select mode (Sandboxproduction).                  |
| **Successful payment without order** | Failed notification **S2S**.                         | Validate that you URL S2S be accessible externally and are not blocked by a firewall or safety module.         |
| **No change of status**              | External notifications blockade.                     | Confirm with your hosting provider to allow requests `POST` from Alignet One.                                  |
| **Reversal doesn't work.**           | User permits or transaction status.                  | Check that the Back Office user has permission to edit orders and that the original transaction is **Liquid**. |
| **Currency error (PEN/USD)**         | Untuning between storage and gateway.                | Be sure that the coin select from the module matches the active currency from the cart PrestaShop.             |

***

## 2. Filling (Debug Mode)

To get specific details of an error, the module Alignet One an internal registration system.

<Steps>
  <Step title="Engage Debug Mode">
    In module configuration, mark box **Debug Mode** and keeps the changes.
  </Step>

  <Step title="Consult database">
    Access your database manager (phpMyAdmin) and check the table `payme_logs`. That's where you'll see him. JSON complete sending and response from API.
  </Step>

  <Step title="Review Logs from PrestaShop">
    Also available at back office: **Advanced Parameters** > **Records / Logs** To see system errors.
  </Step>
</Steps>

<Warning>
  **Important:** Fan Debug Mode after solving the problem to avoid excessive production database growth.
</Warning>

***

## 3. Reporting requirements

Make sure your server complies with these network rules:

* **Ports:** The port **443** should be open for outgoing and incoming communication.
* **Extensions PHP:** Check that `cURL` and `OpenSSL` Be up to date.
* **Protocol:** The site should operate low **TLS 1.2** or higher to meet safety standards PCI.

***

## 4. Support Channels

If the problem persists after following this guide, send us an email with **Support kit**:

<Card title="Support kit for Prestashop" icon="briefcase">
  1. **Merchant Code** and URL The place.
  2. Exacted version of **PrestaShop** and **PHP**.
  3. Screenshot from the bug.
  4. Table constores `payme_logs` related to the failed transaction.
</Card>

***

<CardGroup cols={2}>
  <Card title="Email" icon="envelope" href="mailto:postventa.autenticacion@alignet.com">
    [posstorea.authentication @ alignet.com](mailto:postventa.autenticacion@alignet.com)
  </Card>

  <Card title="Back to Home" icon="house" href="/en/virtual-payments/prestashop/introduction">
    Back to main guide.
  </Card>
</CardGroup>