System Admin - FAQ

1. How to disable Managed Triggers?

If you wish to disable Payments2us Managed triggers follow the steps below.

Go to Setup->Custom Metadata Types->All Custom Metadata Types->Payments2us Triggers->Click on Manage Records->Edit the Trigger you want to disable. Make your changes and Save.

Select the Trigger you want to disable. For example if you want to disable "accountTriggerHandler", click on Edit. Then select the Disable Triggers check box and Save.

2. What happens when the System Administrator for your organization changes?

When the System Administrator for your organization change and you want the payments to run and authorize you as the user, follow the steps below.

1. Start/Stop Batch Processor and Recurring Payments Processor. Refer FAQ 1


2. Re-authorize the app.

Check the link below

Authorise Payments2Us

3. What are the criteria that must be included while creating Validation Rules on Payment Txn Object?

When creating validation rules always include the condition "AND(   ISPICKVAL(AAkPay__Status__c,"Confirmation"),   NOT(ISPICKVAL( AAkPay__Transaction_Source__c,"Recurring Payment"))" and then add your condition for validation.

Please note: This is for your information and validation rules are not covered by our standard support as they do not come delivered with the product. They are customization as per:


4. Why household Accounts are not created after the Payment Txn changes to Matching Complete  for a new contact in Non Profit Success Pack?

The code for creating the Household Account is completed by the Nonprofit Starter Pack. We create Contact with Account blank and NPSP assigns household account. 

The contact should be setup correctly with the household account. However, the Payment Txn will not have an account linked to it. If you want to have Account linked then you can may be create a process  on Payment Txn object ( Please be careful while using Process builder as it can break things. use criteria Status- "Receipting Complete") 

5. How do I change the person that receives the Large Donation Email alert?

The person that receives this email is updated on the Payment Form - "Donor Care" field (1).

You will need to edit all Payment Forms that require this alert to be sent.  The email is only sent when the total amount on the Payment Txn record exceeds the value entered on the Payment Form - "Large Payment Amount" (2).

6. How to create Opportunities with a specific record type?

You can specify Opportunity record type by going to Payment form->Opportunity Record Type -> specify the record type you want the opportunities to be created with.


If you have added a new Opportunity record type in Opportunity object, in order for that value to be available for selection in the Payment form you will need to add the same value to the Opportunity Record Type field in the Payment form. The values are not added automatically on Payment form.

If Opportunities are created with different record types even after specifying the Opportunity record type at Payment form. Then check the default record type for the Opportunity for the profiles. You can do that by going to Profile->Object Setting->Opportunity->record types.

The default opportunity owner will be the person that started the "Batch Processor" on the Merchant Facility.  Batch Processor is found as detailed in FAQ 1:

7. How to Complete Payment Txn's in Status- Error occurred as a result of flow/process errors and skipped creating contact/opportunities (i.e Matching Process when the Batch Processor runs) ?

Please solve the error that has caused the status to be in Error.  This could be due to a flow/process or similar that failed. You can check this by going to the Payments2Us Error logs.

Check if the Payment is successful by going to link-

If so change Payment Txn Status from Error to Receipting Complete (use data loader or similar if large number of transactions) and then let the Batch processor runs and complete the transaction.

8. I need to modify a Payments2Us Workflow, but cannot as it is a managed package

You will need to clone our Workflow as assign all of the related actions (Tasks/Field Updates/Alerts etc).

Then disable the Payments2Us original one.

9. What does "This {component} is managed, meaning that you may only edit certain attributes" mean? Or what does "upgrade process" in relation to this mean?

Payments2Us is a managed package that is installed from the AppExchange.   This means that we can continually upgrade and organisations will get the benefits of enhancements.

The upgrades can be pushed to your organization by us, enabling us to keep all customers on the latest release without customers having to install the upgrades themselves.

To enable the automatic upgrades, not all components (such as workflows, email templates, letterheads) etc. have all items available for end customers to update.  Only select details can be tailored by customers.  The items that are available for your organisation to update are listed in the (1) Display More Information section.

The (2) "upgrade process" is where we push upgrades to your instance of Salesforce.

For more information about the above, please check salesforce online help guides for "Managed Package Upgrades", or "Managed Package Push" processes.

10. We are looking at implementing IP Range Restrictions for our integration accounts.

If your organisation is looking to implement IP Restrictions for the Payments2Us User, then following is applicable.

The main Payments2us user that is connecting is the person that Authorises Payments2Us.  This is a Salesforce user.  So, the IP Address you need to restrict are Salesforce Server IP addresses.  Please consult the Salesforce help guides for these IP address ranges.

Please note that Salesforce can change servers for redundancy fail overs or even during upgrades.  You should therefore NOT restrict this to a single IP Address, but all that are listed with Salesforce.  You should also update this list should Salesforce add new IP Ranges.


11. I'm having trouble Authenticating the App (Payments2Us)

Check and Try the following:

  1. Delete the DEMO FACILITY in the Merchant Facility Tab, then create a new one with Create Samples.  Then set the DEMO FACILITY to both Primary and Active.
  2. Log out of your instance of Salesforce.  Close the Browser, Log back in and try again.  If you are running multiple instances/sandbox in the same browser type then this may we make a difference.
  3. Make sure the user authenticating the App has the Payments2Us Admin Permission Set assigned to them.
  4. Check the Remote Site settings is correctly setup.  You may need to use the Manual Method for setting up the Remote Site Settings.
    Salesforce may have moved your instance onto a new pod and this now needs updating.
  5. Check the Payments2Us Error Log


12. How can I Mass Update Recurring Payment Expiry Dates

The "Card Expiry Date" is automatically updated from the "Expiry MMYYYY" field.

You can use Data Loader of similar to update the "Expiry MMYYYY" and that will set the "Card Expiry Date" to the last day in the month from this field.

MM is the Month

YYYYY is the Year.

NOTE, this must be exactly 6 characters long. If updating for May 2022, then enter "052022" and NOT "52022".  Ie. this field must have the leading "0" for months 1...9.

13. How can automatically approve transactions less and $n,nnn and require approval for transactions over $n,nnn?

NOTE: This process has not been verified/checked.  
It is outside the scope of our standard support and would require subscription to our Premium Support to implement or further guidance.

NOTE: This would work for Once of Payments and would require further refinement for Recurring Payments (E.g. Frequency of Monthly, Quarterly etc.)

  1. On the "Payment Form" (related record to the Merchant Facility), set the "Pre-Authorisation" to being checked.  This will marked all transactions as Authorised Only.
  2. Create a custom Flow that looks for looks for Payment Txns form the Payment Form entered above AND Total Amount is less than/equal to $n,nnn AND the Status is "Authorisation Start" and Transaction Source is NOT "Recurring Auth".
    This then updates the status to "Authorisation Complete".  This step will then charge complete the authorisation and charge the card.
14. Why am I not receiving Workflow/Flow email notifications?

14.1. Check Email Deliverability is Enabled

Navigate to:

  1. Setup (Top right)
  2. Search "deliverability"
  3. Click on "Deliverability" menu option
  4. Review Access Level and make sure it is set to All Email.  (NOTE, sandbox generation always sets this to System email only)

14.2. Check the Criteria in the Workflow(s)/Flow(s) to make sure they match the data

Review the Workflow or Flow criteria and make sure the data on the triggering record matches the criteria.

For example, see the criteria in Why we are not receiving Large Donations email notification?

14.3. Check Batch Processor is Running

If the batch processor is not running, then the workflows could be triggered with the sites user and therefore do not have the level of access required.  Please make sure the Batch Processor is running.  Perhaps Stop/Start it if it is already running.

14.4. Check Email Logs

Navigate to:

  1. Setup (top right)
  2. Search "email log"
  3. Click on "Email Log Files" menu option
  4. Request an email log.  Enter a day or so prior to when you expected this to be sent and a day after

Once you have a log file, try to locate the recipient email that you were expecting to see the alert sent to.

If you find the email in the log, then Salesforce attempted to send it.  If you did not receive this, then this means your email server has blocked it.  Please contact your email administrator and ask them to fix.  

It might be they need to whitelist Salesforce servers - for more information on this check the Salesforce help guides, or Contact Salesforce support.

14.5. Contact Salesforce Support

If all of the above are checked and you are still not receiving the email alerts, you NEED TO contact Salesforce support.  There is no more guidance that we can suggest.