Some bank payment gateways accept requests only from the IP address you have registered with them. When your shop moves to a new server, the IP changes and the bank rejects card payments. Find the new IP in cPanel, register it with the bank, and payments work again as soon as the bank's systems are updated.
How do I know the IP is the cause
- Orders with cash on delivery or bank transfer complete normally, but card payments fail.
- The payment plugin or the bank's page shows something like Invalid IP address, for example Error 1041 Invalid IP address.
- The problem started right after the site was migrated or the server changed.
How do I find my server's IP
- Log in to cPanel.
- Look at the General Information column on the right.
- Note the IP shown under Shared IP Address, or Dedicated IP Address if you have your own IP.
If you are not sure, ask for it with a support ticket and we will give it to you.
If the payment plugin shows the same IP, that is correct. The plugin sees the IP directly from the server, and that is the one the bank needs to know.
On web hosting plans the IP belongs to the server and is shared by the sites hosted on it. It changes only when your account moves to another server. Our servers do not use IPv6, so you register only the IPv4 address. See when you need a dedicated IP.
How do I register the new IP with the bank
- Contact the bank that provides your payment gateway.
- Ask them to replace the shop's old IP with the new one. The bank decides what details it needs from you.
- Wait for confirmation that the change has been made.
- Place a test order by card.
Be persistent. In several cases the shop had to contact the bank more than once before its systems were actually updated.
Before a planned server change
When we move accounts to new servers, we give you instructions and the new IP in advance. Register it with the bank within the period we ask and reply to us when the bank confirms it has added it. That way payments continue without interruption.
If you are moving your shop to Konet from another provider, do the same before changing nameservers. See also what you need for a website migration to Konet.
It also applies to services other than the bank
The same happens with any external service that allows access only from specific IPs. For example:
- A supplier that provides an XML or CSV product feed.
- An ERP or invoicing application that talks to the site through an API.
- A courier or other service with a list of allowed IPs.
If after the migration a plugin such as WP All Import cannot download the feed, you may see messages like cURL error 6: Could not resolve host or 403 Forbidden. In one such case we checked the server, DNS was answering normally and the supplier was returning 403. The block was on the supplier's side. Give them your server's IP and ask them to add it to their allow list (whitelist).
The reverse applies when a partner's server connects to our server itself, for example to send products. Then send us the partner's IP so that we add it to the allow list ourselves. Otherwise the connection may be blocked by Imunify360. See how to unblock an IP in Imunify360.
Frequently Asked Questions
The bank says it added the IP, why does the payment still fail?
Ask the bank to confirm that the change has been activated and the IP was registered correctly. Compare the IP you gave them with the one in cPanel.
Which IP do I give if the plugin shows a different one from what I knew?
Give the one the plugin and cPanel show. The old one belonged to the previous server.
The supplier added the IP, why won't the feed download?
Open a support ticket with the error message and the feed address. We will check whether the problem is on the server or with the supplier.
What do I do if the site has other problems after the migration?
First check that it runs the PHP version it needs, as we explain in the article on changing the PHP version in cPanel. If the problem remains, open a support ticket with the error message.