Troubleshooting

Common issues with PayBridgeNP for Shopify and how to fix them.

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.

Orders are stuck in Pending after the customer pays

Most likely cause: your Manual method handle field in the app Settings doesn’t match the Shopify payment method name.

The match is case-insensitive but typo- and whitespace-sensitive. PayBridgeNP and paybridge np both work; PayBridgeNP-NP (with a dash) or PayBridgeNP NP (double space) do not.

Fix:

1. Go to your Shopify admin → Settings → Payments → Manual payment methods
2. Note the exact display name of the PayBridgeNP manual method you created (e.g. PayBridgeNP)
3. Open the embedded PayBridgeNP app → Settings
4. Paste that exact name into the Manual method handle field
5. Save, then place a fresh test order to verify

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.

SMS didn’t send but email did

Most likely cause: the customer phone number isn’t in a format the Nepali SMS provider recognises.

The app accepts these formats:

• 9800000000 - 10 digits starting with 98
• [phone] - with the 977 country code
• 977-9800000000 - with dash separator

Anything else (US numbers, Indian numbers, numbers starting with 95, landlines) is silently skipped. SMS only delivers to Nepali mobile carriers.

”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.

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.

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.

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

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.