Troubleshooting

If something's not working, try the matching section below first. Most issues resolve in under five minutes. If you're still stuck, email hello@payhygge.com — we aim for a same-day response, 24-48 hours worst case.

Checkout not showing#

The buyer clicks Checkout and sees Shopify's native checkout instead of the Hygge drawer.

Most common causes:

1. Script tag didn't load. Open the storefront in an incognito window with DevTools → Network. Filter by cart.js. You should see a request to payhygge.com/embed/cart.js. If it's missing, our script wasn't injected — usually because the install was interrupted.

   Fix: Reinstall from Dashboard → Integrations.

2. A cache or theme app is stripping script tags. Some performance-focused themes or apps (Hyperwave, certain Shopify Plus build pipelines) remove third-party script tags on cache rebuilds. Whitelist payhygge.com in those tools.

3. Custom theme that doesn't trigger the cart event. Our script listens for the standard Shopify cart events. Heavily customized themes that use bespoke checkout buttons may need a small theme tweak — email us with your theme name and we'll send you a snippet.

Test purchase didn't detect#

You completed a real purchase but the test step is still spinning.

• Wait 30 more seconds. Polling runs every 3s, but if Whop is slow to send the webhook the round-trip can take ~20-30 seconds end-to-end.
• Check Whop. Did the payment actually land in your Whop dashboard? If not, the buyer-side error happened before the webhook fired.
• Refresh the page. Polling resets on page load and immediately checks for the latest transaction.

If the transaction is in Whop but not in Hygge, your webhook signing secret might be missing or wrong. Re-check it from Dashboard → Integrations → Whop.

My transaction doesn't appear in dashboard#

Same root cause as above 95% of the time: the Whop → Hygge webhook isn't being received, usually because:

1. The webhook signing secret is wrong (HMAC verification fails → we ignore the payload silently)
2. The webhook URL in Whop is misconfigured — should be exactly https://payhygge.com/api/webhooks/whop
3. Whop temporarily paused webhooks for your company (rare, contact Whop support)

Check the Whop dashboard's webhook delivery log first — it shows whether Whop attempted to send and what response code we returned.

Webhook not receiving events#

If you've verified the URL and secret, the next thing to check is HMAC validation. Whop signs each webhook with the secret we have on file; if the secrets don't match, we return 401 silently. Most "we never got the webhook" reports turn out to be silent 401s.

In your Whop dashboard webhook log, look at the response code we returned:

• 200 — we received and processed it. Issue is on our side; email us with the webhook ID.
• 401 — secret mismatch. Re-paste the secret in Hygge.
• Timeout — one of our downstream APIs (Shopify or Supabase) was slow. Whop will retry; the next delivery usually succeeds.

How to reinstall#

If something has gone sideways and you want a fresh start:

1. Go to your Shopify admin → Apps → Hygge → Uninstall.
2. Wait 60 seconds for our uninstall webhook to clean up our side.
3. Go back to Hygge dashboard and start the install over.

This is safe — we keep an audit row (so we know you were a previous merchant) but null all credentials. Reinstall overwrites them with the fresh values Shopify gives us.

Support#

• Email: hello@payhygge.com
• Response SLA: same business day for most issues, 24-48 hours worst case
• For urgent payment-blocking issues (chargebacks, KYC, payout problems), include "URGENT" in the subject and we'll triage faster