Payment Gateway Issues - Troubleshooting
Payment Gateway Issues
- 1 My test bookings aren't working. What could be going wrong?
- 2 What tests should I do to make sure that a payment gateway is running correctly?
- 3 How to change 'Method of Payment' label in payment stage
- 4 Payment has been taken for a Booking but it is not showing on the Platform
- 5 Receiving Error - ‘Transaction Error: MALFORMED - The StatusDetail was:3111 : The BillingAddress1 field is required.’
- 6 Why can't a delegate make payment through the Invoice portal tile
- 7 JE country code not working for Global Payments
- 8 Why am I unable to take payment when located in India
- 9 Receiving Error - ‘Transaction Error: INVALID - The StatusDetail was:3108 : The BillingSurname value is too long.’
- 10 What does the error “4020 : Information received from an Invalid IP Address” mean when trying to take a payment?
- 11 What is the character limit for each field when paying using Opayo?
If you’re experiencing problems when managing Payment Gateways, then you’re in the right place! This guide walks you through the most common Payment Gateway-related issues and questions and how to resolve them!
My test bookings aren't working. What could be going wrong?
Most payment gateways have different troubleshooting steps you can take to find out why a booking has either errored or had not gone through successfully, but there are also some general steps you can take to find out what might be wrong:
Check the Platform IP address has been whitelisted in your Payment Gateway
Check the ‘card type’ options in your Basket match what is selected within the Payment Gateway
You need to ensure the correct ‘Supported Card Types' are selected otherwise within your Account Finance Options otherwise it will not allow you to enter any card details such as their Card Number, Expiry Date etc.
In the top right hand corner of your Platform, select ‘Profile’ and then ‘Administration’
From the ‘Administration’ menu, select ‘Account Finance Options’
Please Note
This option will only show for Super Administrators, you may need to speak with your Super Administrator to allow Transaction Methods
Scroll down until you see the ‘Payment Methods’ section
Next to the relevant Payment Gateway (in this example we are using Opayo), click the ‘Select’ button
This will open a pop up box that allows you to select the ‘Supported Card Types'
Please Note
The Card options selected here need to match the same card types that are accepted by your Payment Gateway account, otherwise the Platform won’t accept any card types, resulting in the card details fields being hidden
Select the relevant card types and click the ‘OK’ button
Don't forget to click the ‘Update’ button at the bottom of the page
Check your Payment Gateway Account is in Test mode
If you try to test the Payment Gateway in test mode in your Platform whilst the Payment Gateway is set to live on your Payment Gateway Account(or vice versa) you may encounter errors.
Try toggling the test mode button in the ‘Account Finance Options’ to see if the payment works in the other setting.
Once ready to go live, ensure that both the payment gateway and Platform are set to be in live mode.
What tests should I do to make sure that a payment gateway is running correctly?
Booking an individual on as themselves - this checks that 3DS is working and that the main installation of any payment gateway is operational. Make sure that the money goes out of the account and into the payment gateway account, and that the delegate is placed on the course in the correct status.
Processing a booking as an admin on behalf of another booker - this makes sure that the virtual terminal is working as expected and is bypassing 3DS for the admin. As with the individual booking, make sure that the money goes out of the account and into the payment gateway account, and that the delegate is placed on the course in the correct status.
Processing a refund - if the customer will be processing refunds, make sure to use the cancellation wizard against one of your booked delegates to make sure that the money leaves the payment gateway account and lands back into your testing account.
How to change 'Method of Payment' label in payment stage
To change the ‘Method of Payment’ label within y our basket, please speak to the Customer Support Team for further support
Payment has been taken for a Booking but it is not showing on the Platform
Related help guide page(s):
If payment has been taken, but no booking is showing on your Platform, please reach out to the Customer Support Team for further support.
Please ensure you provide any Transaction ID from your Payment Gateway and any errors it may be showing, the exact time of the booking and the User ID for the Booking
Receiving Error - ‘Transaction Error: MALFORMED - The StatusDetail was:3111 : The BillingAddress1 field is required.’
Related help guide page(s):
This error message means that the User doesn’t have a Billing Address on their Account, and they also haven’t filled this in during the Booking process.
Payment Gateways require this information to cross-reference with the bank details for the card being used by the User, if this is missing it will error.
Barclays EPDQ specific
Why can't a delegate make payment through the Invoice portal tile
Related help guide page(s):
Check if your 3D secure is turned on
Global Payments specific:
JE country code not working for Global Payments
Related help guide page(s):
Global Payments no longer support the JE country code. For further information, please speak with Global Payments
PayPal Payment specific:
Why am I unable to take payment when located in India
Related help guide page(s):
Unfortunately, PayPal is no longer supported in India. For further information on this, please speak with PayPal.
Sage/Opayo Payment specific:
Receiving Error - ‘Transaction Error: INVALID - The StatusDetail was:3108 : The BillingSurname value is too long.’
Related help guide page(s):
This error will appear if the character limit is exceeded for the Surname. Opayo restrict the Surname field to 20 characters.
If you are having issues with this, please speak with Opayo.
What does the error “4020 : Information received from an Invalid IP Address” mean when trying to take a payment?
The Opayo error code 4020 "Information received from an Invalid IP Address" means that the IP address of the server making the transaction request is not registered as a "Valid IP" in your Opayo Account.
Please reach out to our Customer Support Team to obtain the correct IP address which you will then need to whitelist within Opayo.
For more information on IP addresses for Opayo, please visit https://www.elavon.co.uk/resource-center/help-with-your-solutions/opayo/myopayo/settings.html and read through ‘Adding your IP address & entering the IP address’ sections
What is the character limit for each field when paying using Opayo?
Related help guide page(s):
Each field within Opayo has it’s own character limit. Please see the table below:
Field | Mandatory | Character Limit |
|---|---|---|
BillingSurname | Yes | 20 |
BillingFirstnames | Yes | 20 |
BillingAddress1 | Yes | 100 |
BillingAddress2 | No | 100 |
BillingCity | Yes | 40 |
BillingPostCode | Yes | 10 |
BillingCountry | Yes | 2 |
BillingState | No | 2 |
BillingPhone | No | 20 |
For further information on character limits within Opayo, please speak directly with Opayo.
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