If login fails, players usually see "Whoops!" / "Seems like you're unable to access the store", when your server returns a 5xx. The most common cause is a problem with your Players Auth webhook (playersAuthWebhook): unreachable, slow (>10s), returning an error, or rejecting requests due to bad signature/keys or an invalid response. |
How authentication works
On login, Appcharge POSTs to your Players Auth webhook with a signed or encrypted payload (per your integration settings). Your endpoint must respond with
status: "valid" and a string publisherPlayerId. If that call fails for any reason, login fails.What to check
- Reachability — URL is accessible from the public internet.
- Server logs — Errors, timeouts, or 4xx/5xx around the failure time.
- SSL — Certificate is valid and not expired.
- Environment — In Settings → Integration, the Players Auth webhook URL matches the correct environment (sandbox vs production).
- Keys & signature — Primary Key in the dashboard matches what your server uses to verify requests.
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Response format — Success returns
status: "valid"+publisherPlayerId. - Other causes — Blocked player, geo restrictions, maintenance mode, or wrong auth method config.
Test your endpoint
Use the integration test tool in the dashboard — a plain HTTP call without proper signing won't match how Appcharge calls you. Confirm the URL is reachable from outside your network.
Contact Support
If your endpoint is healthy but authentication still fails, contact Appcharge Support with your Publisher ID, auth method, failure time, webhook URL, environment, any HTTP errors from your logs, and whether the integration test passes.