Troubleshooting & FAQs

Why are my customer payments being automatically refunded?

Payments made without an order_id cannot be captured and are automatically refunded. Create an order using the Orders API before initiating payments.

What can cause an overflow issue on an HTML page, and how can I resolve it?

Overflow issue can occur if the viewport meta tag is not present in your code. Check if the meta tag is added. If not, add the following line.

View Port Meta Tag

<meta name="viewport" content="width=device-width, initial-scale=1.0"/>

Is a timeout applicable on transactions?

Transaction timeout is applicable only when your customer attempts the payment. It times outs between 3 to 15 minutes.The customer is redirected to the checkout if a payment fails due to timeout.

Yes, you can track the status of the checkout modal. You can do this by passing a modal object with ondismiss: function(){} as options. The ondismiss function is called when the modal is closed by the user.

Javascript

var options = {
    "key": "<YOUR_KEY_ID>", // Enter the Key ID generated from the Dashboard
    "amount": "29935",
    "name": "Acme Corp",
    "description": "A Wild Sheep Chase is the third novel by Japanese author Haruki Murakami",
    "image": "http://example.com/your_logo.jpg",
    "handler": function (response){
        alert(response.razorpay_payment_id);
    },
    /**
      * You can track the modal lifecycle by * adding the below code in your options
      */
    "modal": {
        "ondismiss": function(){
            console.log('Checkout form closed');
        }
    }
};
var rzp1 = new Razorpay(options);

You can utilise the handler function called on every successful transaction for tracking payment completion.

What is the difference between webhooks and callback URL?

You can use Callback URL and webhook to get the status of the transaction for a payment source.

Particulars	Webhooks	Callback URL
About	Webhooks allow you to build or set up integrations that subscribe to certain events on Razorpay APIs. When one of those events is triggered, we send an HTTP POST payload in JSON to the webhook’s configured URL. Know more about webhooks.	A callback URL is an address that a server provides, and any computer in the Internet/private network can POST data to it. For Razorpay integrations, callback URL is the address at which Razorpay should send the transaction response. You can pass the URL in the `https://<domain_name_callback_url>` format in the `callback_url` request parameter. Know more about callback URL.
When to use	Use webhooks to receive real-time notifications when specific events occur. For example, receive notifications upon payment failure.	Use callback URL to redirect your customers to a particular page. For example: You can send customers to a payment success page after successful payment. This page will receive payment details such as the payment id. The Razorpay Checkout pop-up page does not appear in certain browsers, for example, on Facebook and Instagram browsers. In such cases, you can use the callback URL to redirect customers from your Facebook/Instagram page to another page where the Razorpay Checkout appears. Customers can complete the payments on this redirected page.

How do I resolve a 500 internal server error?

Multiple factors can cause a 500 internal server error. Ensure that the required features are enabled on your account. Additionally, verify that you are calling the API correctly. If the issue is still not resolved, contact our Support team.

Is Razorpay Checkout supported on Internet Explorer?

No, Razorpay Checkout is not supported on the Internet Explorer browser.

How can I enable customer information autofill at checkout?

Customer information autofill is enabled by default for all businesses using Razorpay Standard Checkout. It prefills details like contact information, addresses and more, making the checkout process faster and smoother for your customers.

Can customers edit pre-filled information on checkout?

Yes, customers can edit all pre-filled information based on their requirement.

Is the autofill feature supported on all platforms?

No, autofill is supported only on Instagram, Facebook and iOS browsers.

Can I accept payments through my Instagram page even if I do not have a website?

Yes, you can accept payments without a website using Razorpay’s no-code products such as Payment Links, Payment Pages or Payment Button, as Razorpay does not offer a direct Instagram integration.