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Troubleshoot HostBill payment notifications and reconciliation

hostbill, resellers

A payment callback or webhook carries the provider's result back to HostBill. The customer's return to a success page is not enough to prove that an invoice has been reconciled. Check the provider event and HostBill transaction together.

01 Set up and verify delivery

  1. Open the installed payment module and copy its callback URL. Use the exact HTTPS address for the intended installation and environment.
  2. In the provider's webhook or notification settings, configure that endpoint with the events and API version required by the HostBill integration. For Stripe modules, follow HostBill's shared webhook guide and any additional module-specific events.
  3. Copy the endpoint's signing secret into the matching HostBill field where required. A provider API key and a webhook signing secret serve different purposes.
  4. Check that the endpoint can receive provider requests without an interactive login, maintenance screen or browser challenge. Apply narrowly scoped network rules that preserve the gateway's authentication checks.
  5. Run a controlled payment and inspect the provider's event-delivery result. Then open Payments > Gateway Log, the HostBill transaction and the target invoice.
  6. Verify that a single receipt was recorded for the correct amount, currency and invoice, and that the expected service action completed only once.

02 Recover a missing update

Search by the provider transaction reference before recording a manual payment. Establish whether the event was absent, rejected or processed without the expected invoice association. Correct the endpoint or secret, then use a supported event-redelivery process when appropriate. Reconcile a manually recorded receipt with any later callback to prevent duplicate credit.

03 Example: a paid receipt with an unpaid invoice

In this example the payment provider shows a completed receipt, but HostBill still displays the related invoice as unpaid. Record the provider transaction reference, event ID, amount, currency, destination URL and delivery response. Search the HostBill gateway log and transactions for that reference before attempting a correction.

If the event went to the old installation address, update the endpoint according to the installed gateway module and use the provider's supported redelivery procedure. Then confirm that the receipt appears once, the intended invoice balance changes correctly and provisioning runs once. If a staff member already recorded the verified payment manually, reconcile that entry with the returning callback rather than allowing a second credit.

Common questions

Should I change the webhook API version to the newest available?

Use the version required by the installed module. A newer event format can be incompatible until the integration supports it. Review this during gateway-module upgrades.

Why did callbacks fail after moving HostBill?

The provider may still use the old address, or a new firewall, certificate or access rule may block delivery. Verify the destination shown in the actual provider event rather than assuming it follows your billing URL automatically.

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