Troubleshooting
Troubleshooting
Section titled “Troubleshooting”Something not working? Start here. Find the heading that matches what you’re seeing and work through its checklist in order. Most problems have a simple fix, and most of them come down to one of two things: the Environment setting not matching what you expect, or the customer not having filled in their checkout details yet.
“Pay By Bank” does not appear at checkout
Section titled ““Pay By Bank” does not appear at checkout”This is the most common issue. Work through this checklist one step at a time:
Check 1: Is the plugin active?
- Go to WordPress → Plugins
- Look for LUT Turbo Payment Gateway
- It should say “Active” underneath it in blue
- If it says “Activate”, click that word to turn it on
Check 2: Is the gateway enabled in WooCommerce?
- Go to WooCommerce → Settings → Payments
- Find LUT Turbo Payment Gateway
- The toggle next to it should be turned on (blue or green)
- If it is grey/off, click it to enable, then click Save Changes
Check 3: Is WooCommerce installed?
- Go to WordPress → Plugins
- Look for WooCommerce in the list
- It must say “Active”
Check 4: Clear your cache
If you use a caching plugin (like WP Rocket, W3 Total Cache, LiteSpeed Cache), clear the cache after making any changes:
- Find your cache plugin in the WordPress toolbar at the top of the page
- Click Clear Cache or Flush Cache
- Then test checkout again
The Pay By Bank widget does not load (just a blank box or nothing happens)
Section titled “The Pay By Bank widget does not load (just a blank box or nothing happens)”Check 1: Are your Environment and API Key correct?
- Go to WooCommerce → Settings → Payments → LUT Turbo → Manage
- Confirm Environment is set to the one you actually intend to use (Sandbox for testing, Production for live payments). A Sandbox setup will not process real transactions
- Confirm API Key is filled in with no extra spaces before or after it
- If you’re not sure your API Key is correct, copy it fresh from your Lut welcome email rather than retyping it
Check 2: Does your site have HTTPS?
The Pay By Bank widget requires your website to use a secure connection (the padlock in your browser). If your website shows http:// instead of https:// in the address bar, contact your web hosting company and ask them to enable SSL/HTTPS on your site.
Check 3: Fill in billing details first
The widget will not load unless the customer has filled in their First Name, Last Name, and Email in the checkout form. Tell customers to fill those in before clicking Pay By Bank.
Payment goes through but the order is not showing up in WooCommerce
Section titled “Payment goes through but the order is not showing up in WooCommerce”- Go to WooCommerce → Orders
- Change the filter to show “All” orders (not just recent ones)
- Look for the order by customer name or amount
If you still cannot find it, contact Lut support and give them:
- The date and time the payment happened
- The customer’s name or email
- The approximate amount
Customer says their bank account is not linking
Section titled “Customer says their bank account is not linking”This is usually a browser or internet issue on the customer’s side. Ask them to try:
- Use a different browser: Chrome or Firefox work best
- Disable any ad blockers: these can block the payment widget
- Try on a different device: phone vs. computer
- Check their internet connection: a weak connection can interrupt the bank linking step
Error: “Cart has already been checked out”
Section titled “Error: “Cart has already been checked out””This happens when a customer tries to pay for the same cart twice, usually because they hit the back button or refreshed the page mid-payment.
What to tell the customer:
“Please go back to your cart, remove and re-add your items, then try checking out again.”
This resets their session and clears the problem automatically.
Payments are failing at the final step
Section titled “Payments are failing at the final step”If the bank links successfully but the order fails when the customer clicks Place Order:
- Go to WooCommerce → Settings → Payments → LUT Turbo → Manage
- Confirm Environment matches what you expect (Sandbox vs. Production). This is the most common cause of failures at this step
- Make sure your API Key has no spaces before or after it
- Try turning on Debug Logging temporarily to capture more detail, then share the logs with Lut support
If the problem continues, contact Lut support and include:
- What error message the customer sees (if any)
- The customer’s name, email, and order amount
- The approximate date and time
I need to contact Lut support
Section titled “I need to contact Lut support”When contacting support, having this information ready will get you a faster answer:
- Which Environment you’re using (Sandbox or Production)
- The date and time the problem happened
- The customer’s name or email
- A description of what happened and what the customer saw
- Any error messages (take a screenshot if possible)
I need to temporarily turn off the payment method
Section titled “I need to temporarily turn off the payment method”If something is wrong and you need to hide the Pay By Bank option from customers while you fix it:
- Go to WooCommerce → Settings → Payments
- Find LUT Turbo Payment Gateway
- Click the toggle to turn it off
- Click Save Changes
Customers will no longer see the Pay By Bank option until you turn it back on.