What is a webhook and why might it fail?
Whenever an order's status changes in Montonio (for example, from Pending to Paid), we send a webhook notification to your store. This is how your store knows to update the order on its end.
Sometimes a webhook doesn't get through because of individual server settings. The most common reasons are:
Your server blocks our request. Usually caused by a firewall rule or bot-fight mode. (HTTP 403)
The notification URL can't be reached. The server can't find the address we're sending to. (HTTP 404)
A platform-level token check is rejecting us. A CSRF or similar validation is blocking the POST request. (HTTP 419)
Your server hit an error while processing. This can be caused by server configuration, memory issues, or an unhandled exception. (HTTP 500)
Your server didn't respond in time. The endpoint took longer than 30 seconds to reply. (Timeout)
In most cases, this is something your developer or IT team will need to fix on the store side — for example, by whitelisting Montonio's IP addresses, correcting the notification URL, or checking server logs.
Where can I see what happened?
You can find detailed delivery information for each order in the Event log.
Open the Partner System and go to Orders.
Select the order you want to check and click the expand icon in the top-right of the drawer to open the detailed view.
Open the Event log tab.
Each event has a timestamp and a short description. Click Show metadata on a failed webhook event to see the full details, including the HTTP status code returned by your server.
When should I resend a webhook?
Resend a webhook after the underlying issue has been fixed on your side. You may send the suggestions below for your developer or IT support to check:
Resolving error code 403 Forbidden
Verify if the webhook is being blocked by a security rule or proxy configuration.
Confirm Montonio's IPs are allowlisted:
35.156.245.42and35.156.159.169.Check if bot-fight or "under attack" mode is enabled. If so, disable it for the webhook path, or create a WAF exception for POST requests to the notification URL.
For WooCommerce: allow URLs with paths containing
wc-apiFor PrestaShop: allow URLs containing
/module/montonio/webhook
Resolving error code 404 Not Found
Check the notificationURL in the Montonio eventlog to see if the notificationURL matches the live endpoint.
Verify if the notificationURL is publicly accessible (not localhost, staging, or behind VPN).
Check that recent changes to the store haven't broken URL routing — for example, a domain change, SSL/redirect rules.
Resolving error code 419 CSRF Token Mismatch
Whitelist Montonio webhooks POST requests to your application to allow those to bypass CSFR token validation.
Resolving error code 500 Internal Server Error
Check your server logs at the timestamp shown in the event metadata.
Review recent deployments or configuration changes that might have introduced the issue.
Verify if the endpoint is hitting memory or timeout limits under load.
Resolving error Timeout (30000ms exceeded)
Check how long the webhook handler takes to respond.
Acknowledge the webhook immediately (return 200), then process the work asynchronously via a queue or background job.
Optimize slow database queries.
Review hosting resources if the server is consistently under-resourced for the store's traffic.
⚠️ Note: The webhook resend button is only available when
A
notificationURLis defined for the order.At least one webhook event has been recorded against it.
You're logged in as a manager or signatory to Montonio Partner System.
How do I resend a webhook?
Open the order and go to the Event log tab.
In the Order events section (top right), click Resend update via webhook.
The confirmation window will appear. Click Resend to continue, or Cancel to go back.
You'll see a confirmation message:
Refresh the page to see the new event in the log, which will show whether the resend was successful.
What if the resend also fails?
If the resend produces the same error, the original issue likely isn't fully resolved yet. Open the Show metadata on the new failed event to check the latest status code, share it with your developer or IT support, and try again once the fix is confirmed.
If you have additional questions and need our help, feel free to contact our support team via the chat in the bottom right corner.