Troubleshooting

Solutions to common Paylane issues and problems you might encounter.

Installation & Setup Issues

❓ Extension won't install from Chrome Web Store

Solution:

  • Make sure you're using Chrome or Chromium-based browser (Edge, Brave, Opera)
  • Try clearing your browser cache: Settings → Privacy → Clear browsing data
  • Disable any ad blockers that might interfere with installation
  • Try a different browser if it still doesn't work

❓ Paylane extension doesn't appear in toolbar

Solution:

  • Click the Extensions icon (puzzle piece) in top right corner
  • Find "Paylane" in the list
  • Click the pin icon to add it to your toolbar
  • The Paylane icon should now be visible

❓ Can't connect wallet to Paylane

Solution:

  • Make sure your wallet extension (MetaMask, etc.) is installed
  • Unlock your wallet - it must be unlocked to connect
  • Refresh the page and try again
  • Check that you're on a compatible wallet
  • Try disconnecting and reconnecting

Wallet Connection Issues

❓ Wrong network selected in wallet

Solution:

  • Open your wallet extension (MetaMask, Rabby, etc.)
  • Click the network dropdown at the top
  • Select "Base Mainnet" or look for Chain ID 8453
  • If Base isn't listed, add it manually with RPC: https://mainnet.base.org
  • Refresh the website and try again

❓ "Insufficient balance" error when connecting

Solution:

  • You need ETH on Base network to pay for gas fees
  • Make sure you have at least 0.01 ETH on Base
  • Bridge ETH from Ethereum or buy directly on Base
  • Check your wallet balance - are you on the right network?

❓ Connection keeps getting rejected

Solution:

  • Disconnect Paylane: Click Paylane icon → Disconnect
  • Reset wallet connection: Wallet settings → Connected apps → Remove Paylane
  • Disconnect wallet entirely and reconnect
  • Restart your browser
  • Try a different wallet if available

Payment Issues

❓ Payment button doesn't work on webshop

Solution:

  • Make sure Paylane is connected: Check the icon in your toolbar
  • Verify the webshop accepts Paylane - not all shops do
  • Try refreshing the webshop page
  • Clear your browser cache and cookies
  • Try a different browser to isolate the issue
  • Disable ad blockers - they can interfere with payment buttons

❓ Transaction keeps failing / "Gas estimation failed"

Solution:

  • Make sure you have enough ETH for payment + gas fees
  • Try again later - network might be congested
  • Increase gas limit in wallet settings
  • Verify you're on Base network (Chainid: 8453)
  • Try with a different wallet if possible

❓ Transaction sent but not confirmed

Solution:

  • Wait 5-10 minutes - Base is usually fast, but sometimes slower
  • Check your wallet's transaction history for the TX hash
  • Paste the TX hash into BaseScan.org to check status
  • If TX is stuck, you can replace it (RBF) in your wallet
  • Contact the merchant if confirmation takes >30 minutes

❓ Lost ETH or failed transaction

Solution:

  • Check your wallet balance - ETH might still be there
  • Look up the transaction on BaseScan.org to confirm status
  • If transaction failed, you'll get the gas fee back (minus gas cost)
  • If transaction succeeded but order not received, contact merchant
  • Paylane never holds funds - only processes transactions

General Help

📝 Before You Contact Support

Have this information ready:

  • Your wallet address (starting with 0x)
  • The webshop URL where the issue occurred
  • Transaction hash (if applicable)
  • Browser and OS (Windows, Mac, Linux, etc.)
  • Screenshots of any error messages
  • Steps to reproduce the issue

❓ Still need help?

Contact Paylane support at support@paylane.online with the details above.

Note: For merchant/order issues, contact the webshop directly - they handle order support, not Paylane.

Quick Checklist

When something doesn't work, check:

  • ✓ Is Paylane extension installed and visible?
  • ✓ Is your wallet connected to Paylane?
  • ✓ Are you on Base network (Chainid: 8453)?
  • ✓ Do you have enough ETH for payment + gas?
  • ✓ Is your wallet unlocked?
  • ✓ Does the webshop actually support Paylane?
  • ✓ Are ad blockers enabled? (Try disabling)
  • ✓ Have you tried refreshing the page?