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#1 02-28-2026 17:31:32
Checkout and VPNs
I'm having a problem with orders not being passed to WorldPay or PayPal which may be due to some customers using a VPN.
I'm going to contact them to see if there's an integration issue, but, in the mean time, I need to edit the Checkout Page to include a message saying "If you have a problem and you're using a VPN, please try turning it off".
On the checkout page at the bottom it says "After verifying your order information and clicking the 'Continue' button, you will be directed to our online processing partner's secure site to enter your payment information. Once your payment information is entered and verified, you will be directed back to this web site for your order confirmation."
Where can I edit this to add the "switch off your VPN and try again" message?
PS Ideally I'd like to be able add text in Red or Bold to make it obvious, is that possible?
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#2 03-02-2026 12:06:12
Re: Checkout and VPNs
The best place to add a message like that is under Store / Component / Settings / Checkout - enter your message in the 'Checkout Header Message' field. Please keep us posted on what you find out. Thanks.
Nick Hendler
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#4 03-16-2026 07:15:56
Re: Checkout and VPNs
I've been back and forth with WorldPay on this and they say they don't think it's an integration problem, but unless they can get a screenshot of the exact error messages, they can't be for certain.
My problem is that it's an intermittent issue and I can't keep bugging customers to send me pictures etc ;-(
I've tried some test transactions myself which have worked ok, so I'm at a loss as to the cause at the moment.
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#5 03-16-2026 08:49:18
Re: Checkout and VPNs
Originally you said it might be WorldPay or PayPal. Did you narrow it down to just WorldPay? What exactly is the problem? Is the processor giving an error message to the customer prior to them submitting their payment info? Or are you just not getting valid responses back from the processor? Or something else?
Nick Hendler
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#6 03-16-2026 18:53:26
Re: Checkout and VPNs
I contacted WorldPay first, simply because that was easier.
To quote from my customer's email:
* * * * *
Yesterday the WorldPay option REPEATEDLY told me wrong number on the back of my card WHICH IT WASN'T, and I carefully checked all other entries too to make sure buyer's details were identical to shipping address blah blah. Buttons were lazy on the interface too.
So Graham that's over £300+ gone elsewhere (since Christmas) due to poor website.
* * * * *
According to WorldPay, the transactions didn't even make it to their server to be processed (and then rejected).
Does the WorldPay gateway in K9 validate card numbers before they're actually passed to the server to be processed/
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#7 03-17-2026 08:22:58
Re: Checkout and VPNs
The WorldPay integration is a relay-response type, so when the customer clicks the button in checkout to pay, they are directed (with posted form data) over to https://select.worldpay.com/wcc/purchase. No validation is done on the K9 side. If there was an issue encountered on the WorldPay side, it's on them. I suppose there could be something on the buyer's side preventing the relay/post to WordPay, but that would be odd and I haven't seen that before.
The quote you posted seems that the customer had trouble entering their CVV code on the WorldPay site. If that's the case, they would/should have record of the transaction somewhere.
Nick Hendler
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#8 03-18-2026 14:26:04
Re: Checkout and VPNs
It's baffling, because WorldPay checked and they didn't have a record of the transaction having got to their servers and then been rejected which would normally be the case.
I do occasionally get examples of customers transactions turning up several times on the Pending/ Cancelled page, but that can also be caused by them going to the checkout, then not completing the purchase and going back to the site.
If they don't complete, I do send them a message asking if they had problems and to contact me if they did, but not many actually do that.
Of course there are people who think I'm going to do the same as some of the big companies where, if you don't complete the transaction, they get an offer of a 10% discount etc, but that's not something I do...
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#9 03-19-2026 09:16:16
Re: Checkout and VPNs
I could be a customer messing with you. If the order is in pending/cancelled and no record on WorldPay, likely the customer never submitted payment info that would have been sent to WorldPay. In other words, they accessed checkout, but didn't proceed to enter payment info.
Nick Hendler
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#10 03-24-2026 19:27:24
Re: Checkout and VPNs
This customer has ordered from me before.
Also I sometimes see that a customer has made multiple passes through the checkout process using different payment methods which suggests that they're having problems.
See https://affordableleather.co.uk/kryptro … ctions.jpg
I do message them if the transaction doesn't go through at all, but most don't reply.
Last edited by Graham (03-24-2026 19:32:26)
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#11 03-25-2026 11:13:40
Re: Checkout and VPNs
Typically when customers have issues with their cards they try multiple times, sometimes using different methods. Usually they are entering wrong address info or don't have the balance on their account to cover the charge when this happens. As far as your VPN issue, I'd like to help but need more info.
Nick Hendler
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