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Every issue on this page has been hit in production at least once. If you run into something not listed here, contact PayBridgeNP support with your shop domain and the approximate time the problem occurred so we can cross-reference the app logs. Most likely cause: your Payment method name field in the app Settings doesn’t match the Shopify payment method name, so the order webhook was ignored before any link was created. The match is case-insensitive but typo- and whitespace-sensitive. Pay with eSewa, Khalti, or Fonepay and pay with esewa, khalti, or fonepay both work; Pay with eSewa, Khalti or Fonepay (missing comma) or Pay with eSewa, Khalti, or Fonepay (double space) do not. A non-NPR order currency is ignored for the same reason (see NPR only). Fix:
  1. Go to your Shopify admin → Settings → Payments → Manual payment methods
  2. Note the exact display name of the manual method you created (e.g. Pay with eSewa, Khalti, or Fonepay)
  3. Open the embedded PayBridgeNP app → Settings
  4. Paste that exact name into the Payment method name field
  5. Save, then place a fresh test order to verify
This means the customer paid on PayBridgeNP but the reconciliation webhook didn’t flip the Shopify order. The link existed, so a payment-method-name mismatch is not the cause here. Most likely cause: the PayBridgeNP webhook connection broke - usually because the API key was rotated or re-saved, which re-registers the webhook, or the key was revoked. Fix:
  1. Open the embedded PayBridgeNP app → Settings
  2. Re-paste your current sk_live_ (or sk_test_) key and Save - this re-registers the reconciliation webhook
  3. Confirm the payment shows as succeeded in the PayBridgeNP dashboard; if it did, the order will reconcile on the next successful delivery
  4. If it still doesn’t flip, contact support with the order number - the reconciler can be re-run

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Email didn’t send but SMS did

Most likely cause: the customer’s order doesn’t have an email address recorded in Shopify. Fix:
  1. Open the order in your Shopify admin
  2. Check whether an email address is shown under the customer details
  3. If there’s no email, the customer checked out as a guest without providing one - there’s nothing to send to. You can manually add an email to the customer profile for future orders.
If the order does have an email address and it still didn’t arrive, contact PayBridgeNP support with the order number and approximate time - we’ll investigate on our end.

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SMS didn’t send but email did

Check these causes in order - phone formatting is only the last one, and it’s the least common:
  1. Test mode. On an sk_test_ key, SMS is logged but never delivered (email still arrives). This is by design - see Install, Step 6. Look for status skipped_sandbox in the PayBridgeNP dashboard under Account → SMS.
  2. Plan / quota. Live SMS is plan-gated: Free = 0 live SMS ever, Growth = 200/month, Pro = 1,000/month. Once the monthly allowance is used up, further sends are skipped (skipped_free_plan / skipped_live_quota). There’s also a burst cap of 500 SMS per hour (skipped_rate_limited).
  3. Template turned off. If the payment SMS template is disabled for the merchant, the send is skipped (skipped_template_disabled).
  4. Phone format. The phone number must be a Nepali mobile the provider recognizes. The app accepts:
    • 9800000000 - 10 digits starting with 96, 97, 98, or 99
    • +9779800000000 - with the 977 country code
    • 977-9800000000 - with dash separator
    Anything else (US numbers, Indian numbers, landlines) is skipped (skipped_invalid_phone).
The SMS log in the dashboard shows the exact skip reason on every row - start there rather than guessing.

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”Return to merchant” from PayBridgeNP checkout shows “Invalid request”

Most likely cause: browser cached the PayBridgeNP checkout success page from an older version of the app that built malformed return URLs. Fix:
  1. On the PayBridgeNP checkout success page, press ⌘⇧R (Mac) or Ctrl+Shift+R (Windows/Linux) for a hard refresh
  2. Click Return to merchant again
If it still fails after a hard refresh, the return URL itself is malformed - contact support with the full URL and we’ll debug.

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The embedded app loads but shows a 500 error

Most likely cause: a recent update to the app introduced a change that requires a fix on our end. Fix: Contact PayBridgeNP support with your shop domain and the approximate time the error started - this is something we fix on our side, not from your admin UI.

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The app says “Shopify session expired” randomly

Most likely cause: this is expected - Shopify sessions are short-lived, and the app refreshes them automatically. You should never see this message in normal use. If you see it anyway, it usually means your session was invalidated - for example, you revoked the app’s access in Shopify admin and then reinstalled it. Clicking refresh or navigating to any embedded-app page re-establishes the session automatically.

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Draft order “Send payment link” button is disabled

Most likely cause: the draft order’s customer has neither an email nor a phone number. Fix:
  1. Open the draft order in Shopify admin
  2. Click Customer → Edit and add either an email or a phone number (Nepali format for phone)
  3. Save the draft
  4. Refresh the Draft orders list in the embedded PayBridgeNP app - the button should now be enabled

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Still stuck?

If none of the above describes your issue, contact PayBridgeNP support with:
  • Your shop domain (yourstore.myshopify.com)
  • The approximate time the issue occurred (with timezone)
  • The order number or PayBridgeNP session id if applicable
  • A screenshot of anything visibly broken
We’ll pull the app logs for that timeframe and respond within one business day.