Skip to main content

Troubleshooting

This page includes instructions for addressing common issues and errors when installing the Bold Checkout extension on Adobe Commerce.

Configuration issues

Problem:

When you attempt to configure the Bold Checkout Extension, you could get an unexpected error, shown in the following screenshot.

Unexpected Error

Troubleshooting:

To resolve this issue, ensure that the API access token that you are using is the appropriate one for your store. Each store should have a separate API access token obtained from Bold Account Center. You cannot use the same API access token for multiple stores.

Authorization issues

Problem:

The following errors can occur when you attempt to authorize the Bold Checkout extension in the Adobe Commerce admin:

  • Failed to acquire access token. Please close this window and try again.
  • Consumer key corrupt. Please recreate the integration and try again.
  • An unknown error occurred. Please close this window and try again.
  • Bold Adobe Commerce Modules not installed or may not be enabled. Please install/enable the Bold Adobe Commerce Modules and try again.
  • Could not find shop. Ensure that the Platform Connector for Adobe Commerce is installed.

The following screenshot shows an example of such an error: Screenshot of authorization issue: Shop not found

Troubleshooting:

To resolve authorization issues, try the following troubleshooting steps:

  1. Your firewall may be blocking Bold's API calls. Ensure that your store's security settings are configured to accept calls from Bold. For detailed instructions, expand the following section:
    Details

    Many merchants have firewalls in place that restrict incoming and outgoing network traffic, allowing only a predefined set of IP addresses. The nature of a platform connector requires Bold to make calls to your server. For Bold's integrations to function, Bold domains must be able to make requests to your application.

    To ensure proper operation, you must configure your firewall settings to allow requests from the following domains or IP addresses:

    Calls from Bold to your platform connector come from one of the following domains:
    • https://api.boldcommerce.com
    • https://checkout.boldcommerce.com
    • https://adobe-commerce-connector.boldapps.net
  2. If authentication issues persist, delete the integration, re-save the configuration, and activate the newly-created integration. For detailed instructions, expand the following section:
    Details
    1. On the Integrations page, find BoldPlatformIntegration{websiteId}. Click the trash icon in the Delete column, and confirm the deletion in the pop up. Screenshot of deleting an integration
    2. Navigate back to Stores > Configuration. Configuration menu screenshot
    3. If you have multiple websites, find the the Scope drop-down menu at the top of the page, and select the website you would like to configure. Skip this step if you are in Single Store Mode.
      note

      In Adobe Commerce versions earlier than 2.4, this drop-down is titled Store View.

      Scope dropdown screenshot
    4. Click the Save Config button at the top of the page. There is no need to change any settings.
    5. Navigate back to System > Integrations.
    6. In the list of integrations, find BoldPlatformIntegration{websiteId}. Click Activate.
      note

      If you only have one website, the integration is called BoldPlatformIntegration1. The suffix number changes depending on the number of stores you choose to integrate with Bold Checkout.

      Screenshot of integrations list
    7. When prompted to allow access to requested resources, click Allow. The extension authenticates and completes installation.
  3. If you are still unable to resolve the issue, reach out to Bold's Customer Success team.

Checkout page issues

The following sections outline issues that may occur when attempting to visit the checkout page.

Configuration changes not applied

Problem:

You update the configuration of your Bold Checkout Extension, but when you visit the checkout page, the changes are not applied.

Troubleshooting:

Clear the cache using the following steps:

  1. In the Adobe Commerce admin, navigate to System > Tools > Cache Management.
  2. Click the Flush Magento Cache button.
  3. Return to the checkout page and refresh the page to see your changes.

Checkout page load error

Problem:

When you attempt to check out, the page does not load, and you see an error indicating that something went wrong:

Something went wrong screenshot

Troubleshooting:

To resolve this issue, try the following troubleshooting steps:

  1. Your firewall may be blocking Bold's API calls. Ensure that your store's security settings are configured to accept calls from Bold. For detailed instructions, expand the following section:
    Details

    Many merchants have firewalls in place that restrict incoming and outgoing network traffic, allowing only a predefined set of IP addresses. The nature of a platform connector requires Bold to make calls to your server. For Bold's integrations to function, Bold domains must be able to make requests to your application.

    To ensure proper operation, you must configure your firewall settings to allow requests from the following domains or IP addresses:

    Calls from Bold to your platform connector come from one of the following domains:
    • https://api.boldcommerce.com
    • https://checkout.boldcommerce.com
    • https://adobe-commerce-connector.boldapps.net
  2. If the issue persists, you may not have activated the Bold Checkout extension. Follow the steps in the Activate the extension section of the installation guide.
  3. If Bold Checkout still does not load when you attempt to check out, locate your error logs, reach out to Bold's Customer Success team and provide the error.