Troubleshooting & FAQ

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Common Issues

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Wallet Payment Method is Not Visible at Checkout

If the “Wallet” payment method doesn’t appear for customers:

1. Low Balance: The wallet method is hidden by default if the customer’s balance is lower than the order total (unless partial payment is enabled).
2. Settings: Go to WooCommerce > Settings > Payments and ensure “TeraWallet” is enabled.
3. Guest Checkout: Wallet payments require a registered account. It will not show for guests unless they log in or create an account.
4. Top-up Item: The wallet gateway is disabled if the customer is purchasing a “Wallet Topup” product.

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Cashback Not Applying to Orders

If cashback is not credited after a purchase:

1. Order Status: Check the “Process Cashback Status” in TeraWallet > Settings > Credit. The reward is only credited when the order reaches that specific status (e.g., Completed).
2. User Role: Ensure the customer’s role is not in the “Exclude Role” list in settings.
3. Product Rule: If you’re using product-wise rules, verify that the individual product has a cashback amount set.
4. Rechargeable Order: Cashback is never awarded for “Wallet Topup” purchases.

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Partial Payment Option is Missing

1. Enable Setting: Ensure “Enable Partial Payment” is checked in TeraWallet > Settings > General.
2. Zero Balance: The option won’t appear if the customer has a $0 balance.
3. Full Balance: If the customer has enough balance to cover the entire order, they should use the “Wallet” gateway instead of partial payment.

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Tax Stays on the Full Order with Partial Payment

By default the wallet pays for goods only, so tax is still charged on the order — this is correct when wallet top-ups are not taxed when loaded. If your top-ups are taxed at load and you want the wallet to cover tax too, set Tax treatment to Wallet pays the whole order including tax under Settings → General → Partial Payment. See Partial & Combined Payments.

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Balance Shows Funds but Checkout Says “Insufficient”

On single-currency stores that previously ran in multi-currency mode, the displayed balance and the spendable balance could diverge. TeraWallet 1.6.4 ships a one-time upgrade that normalizes any leftover non-base ledger rows into the store base currency, so the two figures agree again. If you just upgraded, reload the wallet page once to let the upgrade run.

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Frequently Asked Questions

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Can I delete the “Wallet Topup” product?

No. This product is required for the top-up feature to work. Deleting it will break the ability for customers to add funds. If deleted by mistake, deactivate and reactivate the plugin to recreate it.

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Does TeraWallet support multi-currency?

Yes, TeraWallet is compatible with popular multi-currency plugins like WOOCS and WPML Multi-currency. It records transactions in the site’s default currency and handles conversions automatically during checkout.

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Can I manually edit a user’s balance?

Yes. Go to TeraWallet > Transactions and click Add New to manually credit or debit any user’s account.

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Is there a limit to how much a user can store?

By default, there is no limit to the maximum balance a user can hold. However, you can set limits on how much they can top up in a single transaction in the settings.