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Troubleshooting

Common Issues and Solutions​

Issue: Plata by Mono is not displayed as a payment method on the website​

Possible Causes:

  • The Plata by Mono provider is in the Disabled state.
  • The API Token (X-Token) is not filled in on the Credentials tab.
  • The provider is not published (is_published = True).

Solution:

  1. Go to Accounting (Invoicing) → Configuration → Payment Providers or Sales → Configuration → Payment Providers.
  2. Open the Plata by Mono provider.
  3. On the Credentials tab, make sure the API Token (X-Token) field is filled in.
  4. Click Enabled (for production) or Test Mode (for testing) so that the provider status changes to Published.

Issue: The provider is not configured for a newly created company​

Cause: Plata by Mono settings are company specific. For each new company created after the module is installed, the provider must be configured separately.

Solution:

  1. Switch to the relevant company.
  2. Open the Plata by Mono provider of that company and configure it (token, journal) as described in Configuration.

Issue: A refund cannot be completed or the amount is rejected​

Possible Causes:

  • The entered amount is greater than the Maximum Refund Allowed — Odoo will not allow this.
  • The Mono API returned an error.

Solution:

  • Enter an amount that does not exceed the Maximum Refund Allowed.
  • If the Mono API returns an error, the system shows the reason and the original Payment status remains unchanged — review the reason and retry.

Issue: The Invoice and Payment stay in the In Payment / In Process status (Enterprise)​

Cause: With the Accounting module installed, the operation is completed only after the bank statement is reconciled.

Solution:

  1. Post the bank statement and reconcile it with this payment.
  2. Use the unique Plata by Mono invoiceId to match the bank statement line with the payment — it is stored in the Payment Reference / Provider Reference field of the Payment Transaction and in the Memo field of the linked Payment.
  3. After reconciliation, the Invoice and Payment status changes to Paid.