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Learn how to troubleshoot webhooks that fail to be delivered.

If we can't deliver a webhook to your server, it goes to the retry queue, and you can troubleshoot the issue with the information we provide.

Check that your server can receive and acknowledge our webhooks. Incorrect server setup is a common cause of failure to deliver webhooks.

To access the list of webhooks that encountered an error during delivery in your Customer Area:

  1. Go to Developers > Webhooks. Webhooks that we didn't successfully deliver to your server have a Failing status.
  2. Select the webhook with the Failing status from the list.
  3. Select the Troubleshoot button to troubleshoot the issue.

Additionally, in your test Customer Area, you can find a log of your webhook events.

Retry queue

Each webhook with the Failing status is in the retry queue. We retry sending the earliest webhook in the queue for 30 days, following these time intervals:

  • 2 minutes
  • 5 minutes
  • 10 minutes
  • 15 minutes
  • 30 minutes
  • 1 hour
  • 2 hours
  • 4 hours
  • 8 hours

If we successfully deliver it to your server, we retry sending the next webhook in the queue.

If your server doesn't acknowledge webhook events, we send a notification in your Customer Area after the fifth retry. Subscribe if you want to get notifications by email.

Retry queues are separate for each endpoint. If you have more than one endpoint for receiving webhooks, troubleshoot them separately.

Troubleshoot the issue

Each webhook in the retry queue includes an error message that can help you troubleshoot the issue. Make changes to your endpoint and try to send the webhook again by selecting Retry , or remove the webhook from the queue by selecting Ignore notification .

AUTHORISATION webhooks for credit card payments that don't go through 3D Secure are sent from a different system that doesn't require your server to accept the webhook. Therefore, don't use this type webhook as an indication to troubleshoot.


When you select this, we send the webhook to your endpoint again. If your endpoint successfully receives the webhook, you get a success message. If it fails again, you get an error message.

It can take several hours for the retry queue to update. Therefore, a webhook in the queue that successfully gets delivered can stay in the queue for several hours before it gets removed.

Ignore notification

When you select this, the webhook event is permanently removed from the queue, and you can't try to send it anymore.