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Something Went Wrong Were Sorry. Please Start Over and Try Again. Masterpass

Ditulis Selasa, 05 April 2022 Tulis Komentar Edit
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  3. Troubleshooting

1. Introduction

As shortly equally you start working with our platform, sooner or later information technology happens: You become stuck. You receive cryptic mistake messages and our platform rejects your transaction requests.

But fear non: Nosotros have the tools that volition help you. We have designed our platform to give you the greatest autonomy in your daily online transaction business organization, even when confronted with errors.

Have a look at our b est p ractices , our troubleshooting tools and explanations  of the about common error letters. They volition help you profoundly to prevent and solve transaction problem!

ii. Follow Best Practices

The best way to tackle down errors is – of course – to avoid them in the first place. Although this is not  possible in all cases, nosotros accept created a listing of best practices. Following them will help become live faster by d odg ing  the most common obstacles :

  • Ever u se our Exam environs  first before going live or adding a new feature to your live shop. Both our Test surround / nav.aside.title.get-started.alive-environs treat transaction request in the same fashion. As the expected behaviour and error messages are the same, it is an ideal way to test for any imponderables or stage scenarios
  • Read the defended guide for the respective production carefully. Brand sure to know the correct endpoint URL and all accepted parameters. Start sending requests with the absolute minimum of mandatory parameters to lear n the basics of the respective product . This is especially helpful when dealing with alternative payment methods that require a lot of parameters.
  • Cheque that the payment method you want to use is activated  in your Dorsum Role  ( Configuration > Payment Methods )  and targeted in your request with parameters PM/Brand
  • Confirm that the option  yous want to use is activated in your Back Office  ( Configuration >  Account > Your options )
  • Be aware that we offer different ways to integrate with our platform . All of them require an individual arroyo
  • Use the shopping cart p lugins we natively back up . As they come up from certified providers, they have been thoroughly tested to create requests correctly
  • Understand the significant of transaction condition codes  and the transaction error codes . They aid you find the crusade of failed requests .
  • Distinguish failed requests  from unsuccessful payments
    • A failed asking is the result  of an unsuccessful pre-payment check past  our platform . In virtually cases, impacted transaction s do not  take a ny  status at all .  They oftentimes appear in our secure payment folio with a generic fault bulletin . These are invalid requests containing technical errors that forbid our platform to process the transaction altogether. Our system adds them to our Back Office  error logs  with more than detailed information. Take a look at the well-nigh typical ones  and how to treat them.

The prototype show s a typical generic error message on our secure payment page.

An unsuccessful payment  is  a transaction with either status 0/1/2 .  T his is the outcome of  a technically valid request,  albeit rejected past a third party (past the acquirer or issuer) . To learn about the rejection reason, look upwards the transaction in the Dorsum Role ( Operations  > View transactions ) . T he acquirer ticket  and the 8-digit mistake message  in the transaction overview  contains more information .

The images show due south  the acquirer ticket and the 8-digit fault message in the transaction overview

However, failures similar these can still be caused by an error on our platform in specific situations . Brand sure to contact us if your transaction reject rate is to a higher place boilerplate.

  • Let costless traffic between your server and our platform by following our Firewall documentation.

Apart from our best practices, we offer  y'all  diverse diagnostic tools . In many cases, they will help you get to the root cause and ameliorate the fault completely on your ain!

  • Every error analysis requires you to understand during which pace exactly the error occurs. Have a look at this determination tree to learn where yous need to fix your transaction  flow :

shows the different scenarios of erroneous  transaction s and how to deal with them

If our platform rejects a transaction , we create a log entry in the Dorsum Office  of the PSPID the transaction was sent to. Get to Configuration > Error logs to check them. The table provides  valuable information to understand what went wrong and  what you can exercise to set up the error

Column Description

Date time

Timestamp of the request

Way

Integration way  trigram . Possible values :

STD : Hosted Payment Page

DPR : DirectLink

AFU: Batch (advanced)

THP: FlexCheckout

Requestor'due south IP address

The IP the request was sent from

PAYID

Unique reference of the transaction in our system. Is only created if the mandatory parameters are sent  correctly

Description

Detailed clarification of the error. Check our list for the nigh common error letters

The image shows the table displaying the logs of a failed transaction attempt

  • We offer pages  in our Back Office  you can use to simulate different integration modes . Go to Support > Integration and user manuals > Test pages . Choose one of the available modes past clicking on ". asp " in the respective line. In the subsequent screen, fill in the outset fix of parameters  (which are the mandatory parameters for each integration). C lick  then  on " Submit "  to send the asking .
  • We constantly monitor our platform to react speedily for any unforeseen events that may touch on your online business – something you tin can do, too! Enrol with our s tatus page  to be always up to engagement for outages and planned maintenance. This will aid you distinguish problems  on our platform from errors on your finish.

The prototype show s the Ingenico condition page displaying a notification nearly  a service interruption for one our acquirers.

4. Sympathize fault messages

An  important role of alteration errors is to know exactly what they mean. We have collected the virtually common ones  with some detailed explanation.  All these error message s  appear either in the

  • Customers' browser during the payment process
  • Back Office ( Configuration > Error logs )
  • XML response you receive for DirectLink  / FlexCheckout  requests

Find more errors and how to bargain with them in our Transaction error codes overview .

All described errors prevent our platform from processing the request birthday.

5. Transaction error codes

You can find more data on transaction errors and statuses here.

If y'all log on to your Worldline account, yous'll find all possible errors and statuses in the User guides section of the Back up carte.

FAQs

Why tin't I refund my payment?

There are different reasons why you lot can't refund a transaction. Y'all need to consider the post-obit (with the condition that the Refund option is enabled in your account):

  • The transaction is in an "incomplete" status, such as a pending or erroneous status (91, 92 etc.) that doesn't allow the refund operation.
  • If the transaction is authorised (condition 5), at which point no payment has been made however. In this case you accept to cancel the authorisation instead of refund.
  • The used payment method doesn't support the refund functionality, which can be the instance with certain debit cards, web banking methods and "offline" payment methods such as Depository financial institution transfer.

What does the message "An error has occurred; please try once again later. If y'all are the possessor..." mean?

The message "An error has occurred; please endeavor again later. If y'all are the owner or the integrator of this website, please log into the Worldline back office to run across the details of the error." is a generic mistake message which is returned if a specific technical event occurs at the moment the payment folio is called. We don't display the actual fault on the payment folio, mainly because of security reasons, merely also not to confuse your customers.

In your Worldline account, via "Configuration" > "Error logs", yous can easily await up the errors that occurred when the generic error message was displayed. The actual meaning of these errors are described on the Possible errors page.

What should I practice if affiliation number is not working anymore?

Sometimes it happens that an affiliation number has been put inactive on the side of the acquirer. We advise you contact your acquirer for this.

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Source: https://epayments-support.ingenico.com/help/troubleshooting

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