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Troubleshooting Gateway Payments

This guide will assist you troubleshooting common errors with your Payment Integration setup. Follow the steps and if you continue to have issues, please contact us for further assistance. We strongly recommend attempting a transaction yourself to easily troubleshoot the problem.

Reviewing Abandoned Checkout Logs

  1. From the Neto Dashboard, select Reports from the navigation menu.

  2. Locate and select the Abandoned Checkout Log report.

  3. Click Update Report and let the process run. Once complete, review the error messages in the description field.

Getting a ‘creditcard_notinservice’ response from error logs.

This means your integration has not made a connection with the gateway. This is caused by missing or mistyped credentials into the gateway. If you are using Westpac Payway, it's also best to ensure your gateway certificate is installed.

The most common issues occur when credentials are put into the wrong sections or passwords are copy/pasted into the credentials section. Sometimes when this happens, accidental spaces are pasted as well.

In both scenarios, it’s best to re-enter your credentials again and run another test. Failing this, redo the steps of the original integration to ensure you have not missed any steps, including any advanced configurations outlined in the setup.

Login to Gateway Facility to check transactions

We recommend logging in to your relevant Gateway Facilities and checking the transaction logs contained within.

The information provided here will give you more insight on why the payment was not processed. If no transaction appears, it means the transaction did not reach the relevant payment gateway.

Check with your chosen Gateway Facilities for more information on transaction logs available to you.

Checking your account details

The most common mistake when setting up a Payment Method is a simple copy and paste error. Spaces can be added to the end of the password and causes errors when attempting to process payments.

Review your gateway details, enter them again and attempt another transaction to see if this resolves the issue.

  1. From the Neto Dashboard, select Settings & tools > All settings & tools.

  2. Locate and select Payment Methods.

  3. Select the relevant Payment Methods you would like to check and confirm the details are correct.

Multi-Currency setups

Multi-currency is supported by some gateway facilities, however in order for them to function correctly, your clearing account (where the payment is deposited) must also support multiple currencies.

NAB is currently the only Australian bank that will provide you with this facility. It can provide you with the following currencies:

  • USD
  • GBP
  • JPY
  • HKD
  • NZD
  • EUR
  • CAD
  • CHF
  • SGD

If you’re attempting payments in other currencies without a suitable NAB account, you can still accept AUD payments instead.

  1. From the Neto Dashboard, select Settings & tools > All settings & tools.

  2. Locate and select Payment Methods.

  3. Select the relevant Payment Methods you would like to set to accept on AUD payments.

  4. Under the Configuration section ensure Currency is set to AUD - Australian dollar.

Fraud Security System

Errors can also occur if credit cards are caught up in Neto’s fraud security check.

A common error on the shopping cart may look like this:

We are sorry, but your card could not be verified. Please try again or change your payment method.
If you believe this is an error, please contact us.

This error will also be reflected in the Abandoned Checkout Log as **creditcard_high_risk** (No description) or **creditcard_declined** (515 Fatal Unknown Error).

These errors are common when the customer is overseas in high risk countries (however this is not the only reason). You may wish to adjust these settings if this is where your target market is located but this is not recommended by Neto as it leaves you more vulnerable to fraudulent transactions.

What does a Fraud Score of 99 mean?

A fraud score of 99 occurs when a there has been no response from the 3rd party payment gateway, which is most likely an intermittent connection issue. When this occurs, Neto cannot verify that the payment has come through correctly, as such, the order will be marked with a high fraud score and will not apply a payment to the order.

Please manually confirm that payment has been received with the relevant gateway facility. Once the payment had been confirmed, you can apply the payment in Neto and process the order as usual.

The fraud calculator is a a score based system which can be adjusted to be more flexible if needed.

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Last Modified: 28/09/2017