Troubleshooting
Diagnose common Google Pay issues by symptom
Symptom: Google Pay button does not appear in Gateway checkout.
Possible causes:
- Google Pay is not enabled in the merchant configuration.
- Session currency or country is unsupported.
- Shopper browser or device is unsupported.
- Routing rules exclude Google Pay for this transaction.
Owner: Gateway configuration team or merchant activation.
What to collect: Screenshot of checkout without the button, session details (currency, country, device, browser), merchant account ID.
Next step: Check activation status in Merchant Onboarding.
Symptom: The button appears on some devices but not on others.
Possible causes: Shopper uses an unsupported browser or operating system.
Owner: Gateway documentation / shopper guidance.
What to collect: Browser name and version, OS and version, device type.
Next step: Check the supported browser/device list in Testing and Go-Live.
Google Pay button does not appear in Gateway checkout.
Symptom: Google Pay never appears regardless of device or browser.
Possible causes: Activation request is missing or incomplete; merchant configuration has Google Pay set to “pending” or “disabled”.
Owner: Gateway configuration team.
What to collect: Screenshot of merchant configuration status, merchant account ID.
Next step: Contact support@billmate.cc with merchant account ID.
Symptom: The button does not render or renders incorrectly; console errors appear.
Possible causes: Required session parameters are missing or invalid. gatewayMerchantId, countryCode, or currencyCode are incorrect.
Owner: Gateway frontend / backend team.
What to collect: Screenshot of console errors, session payload or checkout token.
Next step: Review the session configuration section in Integration Guide.
Google Pay button does not appear in Gateway checkout.
Symptom: Shopper clicks the button but nothing happens.
Possible causes: loadPaymentData() fails without a visible message; browser blocks popup or script; PaymentDataRequest has an invalid structure.
Owner: Gateway frontend team.
What to collect: Screenshot of console errors, full PaymentDataRequest object.
Symptom: Google Pay payment sheet opens but returns an error instead of a token.
Possible causes: gatewayMerchantId does not match the registered value; allowedCardNetworks or allowedAuthMethods are misconfigured; Google has not approved production integration.
Owner: Gateway configuration team.
What to collect: Google Pay API error code, environment (TEST/PRODUCTION), gatewayMerchantId used.
Symptom: Payment data is received but cannot be processed; backend returns an error.
Possible causes: Tokenization request is rejected; Gateway processing configuration is incomplete; session payload is invalid.
Owner: Gateway backend team.
Symptom: Payment appears to complete in Google Pay but is rejected by the processor.
Possible causes: Processor does not support the card network; routing sends the transaction to an unsupported acquirer; amount or currency is out of processor limits.
Owner: Gateway backend team.
Symptom: Integration works in TEST but not in PRODUCTION.
Possible causes: Production gatewayMerchantId or merchantName differs from test values; production domains are not registered; Google production approval has not been received.
Owner: Gateway configuration team + Google review completion.
What to collect: Screenshot of test environment confirmation, production domain list, [production gatewayMerchantId].
Next step: Review Google Review Pack and confirm Google approval status.
Common Google-related issues include:
- merchantId mismatch
- domain not verified
- integration not approved by Google