Send us your queries using the form below and we will get back to you with a solution.
For customers using the Windave payment gateway: Apart from merchants using the F ...
For customers using the Windave payment gateway:
Apart from merchants using the First Data (FDRA) Australian network, the bank specifies what will appear on the customers statements. If you would like a different name to appear on them, then you are best to contact your local bank representative. If you are transacting on the FDRA network, then you will need to inform us what you would like to appear on your cardholder's statements and also inform your bank.
Option 1. When you setup your Merchant Facilities, did you get this card type inc ...
Option 1.
When you setup your Merchant Facilities, did you get this card type included? It is normal for Visa/Mastercard to be setup and included, but you will also need a separate Merchant Facility for American Express, Diners Card etc.
If you did get this setup, did you notify payments2us.com that you wish to use this facility and provide the Merchant Info?. If not, please contact support@payments2us.com with the details. Please note, additional Merchant Facilities do attract a once-off/one time setup fee.
Option 2.
Please contact your Merchant Facility provider (bank) and let them know which card types are not working.
AFTER checking with Merchant Facility provider, if have not been able to resolve then please contact support@payments2us.com
Option 3.
If the issuing bank is say an overseas bank, then it could be that particular bank that is causing the issue. The card holder will need to contact the bank and ask them to resolve.
There are a series different sets of usernames: Payline Account - This is the Win ...
There are a series different sets of usernames:
For customers who also use PxPay (Prepay), you will also have:
Things to note:
You can make changes to the HPP in Payline, but only the Windcave support can app ...
You can make changes to the HPP in Payline, but only the Windcave support can apply changes to live pages. So once you make your changes you will have to lodge a request to Windcave support (Support@windcave.com) to make those updates live.
Payline is used for you can access online to your account. You can log into this ...
Payline is used for you can access online to your account. You can log into this https://sec.windcave.com/pxmi3/logon
Please note that this is not needed by Payments2Us . Resetting the Payline password will not have any impact on Payments2Us setup.
The way the process for the forms work is: Payments2Us Checkout form (users enter ...
The way the process for the forms work is:
If step 6 of this setup procedure has not been implemented, the transaction created will be in Confirmation status.
TIP: Do not close the screen/browser after step 4a: What usually happens is that the user completes steps 1, 4a and they see they have paid and all is okay, then they close the screen/browser and that stops steps 5 and 6. So, Salesforce does NOT get updated.
Solution will be to complete Step 6 in the setup link
The "Next" button confirms that the transaction was initiated from Payments2Us.
Multi currency only works with a Merchant Facility of NAB in Australia and BNZ in ...
Multi currency only works with a Merchant Facility of NAB in Australia and BNZ in NZ.
This feature can be used with the above banks if an organization would like the customer/donor to select a different currency on the checkout form
You need to make sure your Merchant Facility (known as the Acquirer) has given pe ...
You need to make sure your Merchant Facility (known as the Acquirer) has given permission and setup your account for ignoring recurring payment expiry dates AND they have applied those settings to your account.
Should you not do this step, then you are likely to be in breach of your terms and conditions with the acquirer and the transactions are likely to fail.
Note, the ignoring of expiry dates is ONLY available for recurring billing. The initial sign up or card updates will always require and expiry date.
Once you have confirmed permission with the acquirer, then you can enable "Use Client Type - Recurring" on the Merchant Facility
When the card is updated, an Auth transaction for $0.01 is attempted. This does N ...
When the card is updated, an Auth transaction for $0.01 is attempted. This does NOT charge the card, but reserves 1 cent. This reserve disappears after 7 days.
The card holder most likely does not have any funds left/over their limit and the transaction has failed.
Try in a few days time, or contact the card holder.
If the card still fails, ask the card holder to contact their bank to see why the funds are not being approved.
The error message is returned from the payment gateway (Windcave) and is not something generated by Payments2Us. You can try contacting their support, but extremely likely to be asked to contact the Card holder and ask them to check with their bank.
This error means the Billing Token is invalid. The billing token is located on th ...
This error means the Billing Token is invalid.
The billing token is located on the Recurring Payment Object and is used to charge the Credit Card for Recurring Billing/Donations.
What may have happened is Windcave Billing Tokens often have 4 or 5 leading zeros. If you have migrated the data and used Excel, then it is likely the leading zeros were removed.
Update the Billing Token on the Recurring Payment with the Correct Token.
For CBA, after you go live, please keep an eye on the Bank Deposit date. If the B ...
For CBA, after you go live, please keep an eye on the Bank Deposit date. If the Bank Deposit Date does not change from day to day, then this means CBA have missed a setup step. The below is what we've been told in the past in relation to the issue/fix that CBA needs to do:
The merchant officer mentioned that they made a change to settlement options and timing to fix issue
PLEASE NOTE, this is something only CBA can fix. There is nothing that Payments2Us or Windcave can change.
NOTE: Windcave is retiring the connectivity to CBA as the acquirer in 17 April 2023. You will need to get Acquiring through Windcave Directly or switch Payment Gateways.
With Windcave doing the acquiring, the funds can still settle into your bank account.
We advise acting on this early as application process can take some time. You can apply directly to Windcave at: https://sec.windcave.com/pxmi3/merchantapplicationau
Should you have further questions, please contact Windcave Support or Sales directly
When the "Payment Response Text" field says "TRANSMISSION ERROR" this is an indic ...
When the "Payment Response Text" field says "TRANSMISSION ERROR" this is an indicator that this is an issue with Windcave Please check the below link from Windcave website FAQ:
https://www.windcave.com/support-merchant-frequently-asked-questions-merchant-faq and look for the below question.
What happens when I get a "Transmission Error" response for a transaction?
Your 1st step should be to check if your telecommunications lines are still active and your Keyset hasn't changed. You should then proceed to contact Windcave to help troubleshoot.
This indicates an issue with the Payment Gateway. It is normally temporary and sh ...
This indicates an issue with the Payment Gateway. It is normally temporary and should resolve relatively quickly.
For further information, please contact Windcave Support.
Note, Windcave does offer an alert service for interuptions - please check their website or contact Windcave Support for more info or signing up.
Should Windcave service be down, you will likely get a timeout error. You can che ...
Should Windcave service be down, you will likely get a timeout error.
You can check the status of Windcave and subscribe to outage alerts at: https://status.windcave.com/
Should you get timeout errors, we do have a process that runs 4 times a day to check the Payment Txn in Salesforce with Windcave online. It is also a good idea for you to check Payment Txns in Salesforce status vs. the Status of the payment in Windcaves online portal (PayLine)
For Windcave PxPay, the Card Numbers only show after the Captcha has been complet ...
For Windcave PxPay, the Card Numbers only show after the Captcha has been completed AND the "Next" button is pressed.
After the "Next" button is pressed, the Windcave hosted PxPay form will display and that will prompt for the card holder and card details.
If you have received an email from Windcave advising on an IP Address update and ...
If you have received an email from Windcave advising on an IP Address update and to ask your Technical Teams to take action, then the following applies:
To take a payment you need 3 components: App to capture the payment. This is Paym ...
To take a payment you need 3 components:
What this email is saying is that Windcave are no longer supporting ANZ as a 3rd party Merchant Facility (3).
The choices you have are:
To adjust details shown on the Windcave PxPay form (1) as shown below, you will n ...
To adjust details shown on the Windcave PxPay form (1) as shown below, you will need to login into the online version of Windcave online portal
You can find details in the Windcave documentation under the Hosted Payment Page (HPP) section.
If you need more help, please contact WINDCAVE SUPPORT.
This is most likely due to using a non supported currency. On the Merchant Facili ...
This is most likely due to using a non supported currency.
On the Merchant Facility, there is a Currency field. Update this to be one that is supported by Windcave and your Merchant Facility (bank)
You can see transactions and report on transactions in the Windcave online Paylin ...
You can see transactions and report on transactions in the Windcave online Payline Portal.
However, the online portal does not include detailed logs of the integrations payloads between Payments2Us and Windcave like some other Payment Gateways do. We are not aware of their support being able to provide this.
If you require future information, please contact Windcave support directly.
If you get an error message similar to the one shown below, then it is possible t ...
If you get an error message similar to the one shown below, then it is possible that you are using a Windcave developer/test account that that this account has been setup on the incorrect Environment.
On the Merchant Facility, there is an Environment picklist field. This is normally set to Sandbox for developer/test accounts. You can try changing this to Production.
If you get an error when trying to save, then it is likely the validation rule "Merchant Facility Validation Rule (Managed)" needs to be de-activated. This is on the Merchant Facility Object.
This article is relevant for you if you are a Windcave customer who has received ...
This article is relevant for you if you are a Windcave customer who has received a notice similar to the one below. If you are not a Windcave customer or are already using them as your Acquiror (Merchant Facility), you can skip this information.
Please note that this change from Windcave does not affect your services with Payments2us. This article has been created to assist our customers who are impacted by Windcave's short notice and are seeking answers.
Below is the notice sent by Windcave in Mid October:
Customer ID: XXXXXX
According to our records [Your Organisation Name] utilises licensed Windcave products and services for processing certain payment transactions in conjunction with a merchant service facility from other parties.
Windcave is streamlining its processes to align with a global model and the services you currently license from Windcave will need to be bundled with a Windcave Merchant Services Facility – an all-inclusive model, where Windcave interacts directly with the payment brands such as Visa, Mastercard, Amex, Discover andUnionPay, on your behalf, without the involvement of third parties.
This switchover is seamless and there are no changes needed to the IT, ecommerce or technology environment, however an additional commercial contract containing the terms of the Merchant Services Facility must be agreed to and signed to board as a Windcave merchant.
To ensure uninterrupted service on your Windcave account, you will need to have completed your Windcave application prior to the 1st of November 2024.
Please email your me directly, or our Customer Success team at nextsteps@windcave.com for more information on setting up a new merchant account.
Sincerely,
Daniela Rodriguez
Business Engagement Specialist
+61282687721
www.windcave.com
Below are answers to commonly asked questions you may have -
You are affected by these changes if:
a) You are a Payments2us customer that uses Windcave as your payment gateway
b) You were using a third-party other than Windcave as your acquirer (merchant services facility).
If both conditions apply to you, you will be impacted by this change.
Windcave now requires you to:
1) Switch to Windcave as your merchant services facility/acquirer
2) Submit the necessary paperwork by November 1st, 2024.
This is a mandatory requirement for affected customers. Failure to comply may result in disruption of your payment processing services from Windcave.
You have purchased the Windcave Payment Gateway through Payments2us. When the “Donate Now” button is pressed, this checks the card holders account for funds and then transfers the funds to your Merchant Facility.
A Merchant Facility is like a line of credit. If a donor asks for their money back, then it is refunded from here. This is often setup with your bank. Your finance department should know where/who this is currently with.
Typically, a merchant facility charges a per transaction fee and a percentage of the donation amount. This is on top of our fees, which include the Windcave Payment Gateway Fees.
What Windcave are now saying is that you must get the Payment Gateway (which you already have), plus they want you to move to their Merchant Facility as they now provide this. If you are an old customer of Windcave, previously, they gave the option to choose a third-party such as a your Bank for a Merchant Facility, but this is no longer the case now.
Windcave has informed us that there was an error in the previous email regarding the deadline. The deadline of November 1st is not for completing the move of the Merchant Facility but rather for initiating the paperwork. Windcave understands that you may not be able to submit all the required documents (such as financials or other legal paperwork) by this date. They only require you to complete the Application Form https://sec.windcave.com/pxmi3/merchantapplicationAu by November 1st 2024, with the option to provide the remaining documents later. Windcave has assured us they will guide you through the process, and Daniela will be your point of contact during this transition. Hence, for any issues with this Transition, please contact Daniela directly.
To be honest, the deadline of November 1st has caught us off guard, as Windcave is only allowing a two-week timeframe. However, we have been assured that Daniela at Windcave will assist each customer individually, making the transition process fairly seamless.
We at Payments2us are also surprised by the limited notice provided by Windcave. Unfortunately, we have no control over the decisions made by Windcave or other Payment Gateway providers. That said, we have been assured that they will ensure a smooth transition for you.
If you have concerns about the short notice, please reach out to them directly, as we are not Windcave.
Windcave has indicated that in most cases you will find that the Windcave Merchant Facility rates are the same or lower than other third-party providers you may currently use.
If you find Windcave to be more expensive than your present provider, then please provide them with the “Merchant Statement” from your current third-party provider and Windcave informs us that they will either beat that rate or in worst case match it !
From Payments2us perspective, you do not need to make any changes to your org settings. Infact, this switch of Merchant Facility does not involve Payments2us at all, but is a Windcave initiative driven by their business which impacts all their customers across the globe.
According to Windcave, the switchover of Merchant Facility is seamless and there are no changes needed to the IT, ecommerce or technology environment, however an additional commercial contract containing the terms of the Merchant Services Facility must be agreed to and signed to onboard you as a Windcave merchant.
If you require further assistance please contact Daniela Rodriguez on (02)82687721 or Daniela.Rodriguez@windcave.com We have been advised by Daniela that he will work directly with you to ensure there is no disruption. Hence, please reach out to him if you need further assistance with this. Daniela will be available 9AM - 5AM AEST Time (Mon-Fri)
We want to be clear that this has nothing to do with Payments2us and we are not involved with this Merchant Facility switch. We are simply trying to help you by having created this article.
Payments2us provides Windcave as an option for Payment Gateways amongst others such as Stripe, Ezidebit, GlobalPayments and others. What Windcave has done here is their own business decision and Payments2us have no control on this. Further, there is no settings change required in your Payments2us org.
We have been informed that everything will be seamlessly managed by Windcave once you submit your aplication. Again, If you require further assistance please contact Daniela Rodriguez on (02)82687721 or Daniela.Rodriguez@windcave.com . We have been advised by Daniela that he will work directly with you to ensure there is no disruption. Hence, please reach out to him if you need further assistance with this. Daniela will be available 9AM - 5AM AEST Time (Mon-Fri) .
If you have any issues working with Windcave, please know that Payments2us also offers other Payment Gateway options, so feel free to reach out to us.
The process to switch your Merchant Facility to Windcave involves three main steps:
Step 1- Complete the online Application Form with Windcave before Deadline of Nov 1 2024. You can provide any missing documents later.
Step 2 - Allow approximately 4-weeks for Windcave to process your application. During this time, you can continue using your existing third-party Merchant Facility provider.
Step 3 - After approval, Windcave will handle the switch to their Merchant Facility. If there are any issues or your application isn't approved, Daniela from Windcave will work with you directly to resolve them.
If you have any issues working with Windcave, please know that Payments2us also offers other Payment Gateway options, so feel free to reach out to us.
Windcave Reconciliation Overview A dailed transaction report is setup by Windca ...
A dailed transaction report is setup by Windcave support that generates a CSV file. The detailed transaction CSV file is emailed to a Salesforce Email Service.
The Salesforce Email Service receives the Detailed Transaction File and then creates an Import File and related Import File line item records.
Once the import line item transactions are loaded, a Windcave Reconciliation Processor is started. This processor checks the transaction details to locate the Payment Txn records in Salesforce to see if they match the status on the Windcave report. If they do not, then this processor updates to automatically correct the Payment Txn status.
For example, if the Payment Txn currently had a Status of “Confirmation”, but the imported transaction showed that this was actually a successful transaction, then the Status is changed to “Payment Complete”.
Contact Windcave support and get the full transaction details report setup and scheduled.