Payment Gateway - FAQ

1. All Payment Gateways

1.1. What Payment Gateways are available to use with Payments2Us?

Currently Payments2Us is availble with:

Windcave (formally Payment Express) - https://www.windcave.com/

Stripe - https://stripe.com/au

Authorize.Net - https://www.authorize.net/

NAB Transact - https://www.nab.com.au/business/payments-and-merchants/ecommerce-and-online

EziDebit - https://www.ezidebit.com

DataTrans - https://www.datatrans.ch/en/

If you have any queries regarding other payment gateways, please email [email protected]

1.2. How I can handle credit card and paypal on the same Payment Form, Or I need to have two webhooks on the same Payment Form

Your question might also look like " I have Stripe and Paypal both option on Payment Form and I do need both to be configured both on single form but payment form only gives me the  option of single webhook key.  Either i go with Stripe or I go with  Paypal. I have attached a picture of the form's section."

 

Whilst the webhooks are specified at the Payment Form level, they are NOT specific to that Payment Form.  You can create two Payment Forms, one for Stripe, one for PayPal and enter the corresponding webhook in each respective Payment Form.
So you would specify Stripe and the Stripe Webhook Secret Key on Payment Form 1.

And specify PayPal and the PayPal Webhook Secret Key on Payment Form 2.

You can then use Stripe or PayPal as checkout options with with Payment Form.

1.3. How do we setup a test Merchant Facility?

The simplest way is to use the Create Samples from the About Payments2Us Tab.  This will generate a DEMO FACILITY in the merchant facility tab and that will have a test account.

If you have created a Full or Partial Sandbox and that has included copies of your Merchant Facility, then you will first need go to the Merchant Facility Tab, then rename the DEMO FACILITY or delete it.  Then use the Create Samples again from the Merchant Facility.

If you want to test using your payment gateway specific, vs. the Windcave generated one, or you wish to see the transactions in the Payment Gateways online portal, then you will need to contact the Payment Gateway directly and setup your own test account.  Most Payment Gateway providers provide an online option for this, some require you to lodge a support request.

If in a newly generated sandbox, you may wish to review the Sandbox FAQ on Sandboxes.

TIP: If creating / generating a new new test/demo facility, you will most likely need to re-authorise Payments2Us.

1.4. A credit card is being declined and it should not be OK

Payments2Us integrates with a Payment Gateway.  The Payment Gateway is what validates and charges a card.  The success/response is recorded back in Salesforce (1).  

For some gateways, such as Windcave, you need to get card types as Amex or Diners setup as a separate Merchant Facility.  Contact support @ payments2us.com if using Windcave payment gateway only.

For all other Payment Gateways, you'll need to contact the payment gateway provider directly.  Provide them the date/time, amount, card holder name and transaction references (2).  They will be able to provide you with a reason of why the card was declined.

2. Windcave Specific

2.1. How can I set the message that appears on the bank statement of the customer?

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.

2.2. Some card types are not working and others are - E.g. Mastercard Credit, Visa Credit are working, but Visa Debit cards are not.
Some card types are not working and others are - E.g. Mastercard Credit, Visa Credit are working, but Visa Debit cards are not.

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 [email protected] 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 [email protected]

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.

 

2.3. Our Payment Gateway is Windcave, how do the different usernames and passwords work?

There are a series different sets of usernames:

  • Payline Account - This is the Windcave portal username that can be used to view all the transactions from within Windcave via https://sec.windcave.com/pxmi3/logon
  • PxPost Account - This is the account used to enter into the Payment Gateway UserID field on your Merchant Facility. Enter the password for this account in the Payment Gateway Password field. This is the connection between Salesforce and Windcave. If these credentials are incorrect txns will be declined.

For customers who also use PxPay (Prepay), you will also have:

  • PxPay Account - This is the account used in the the PxPay/PxFusion UserID field. Enter the password for this account in the PxPay/PxFusion Password field.

Things to note:

  • Each username has it's own password. They are unrealated and if any change will not change the other accounts.
  • Changing of passwords for all accounts need to be manually done through Windcave. They cannot be reset within the Payline portal. If you need to reset any passwords contact Windcave via https://www.windcave.com/contact
  • If you reset any passwords, everywhere that uses those credentials will need to be updated
  • Payments2Us does not hold any of your passwords not has the authority to access or reset passwords.
  • When contacting Windcave you will need to quote your Customer Number. If you do not have this contact [email protected] to retrieve
2.4. Why changes made to HPP (PxPay) in Payline is not reflecting in the Payment forms?

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 ([email protected]) to make those updates live.

2.5. Will resetting the Payline password cause any issue/break any setting with Payments2us?

Payline is for your online access to your account. You can log into this https://sec.windcave.com/pxmi3/logon  

This is not need by Payments2Us . Resetting the Payline  password will not have any impact on Payments2Us setup.

2.6. Why am I getting so many Payment Txn’s at a Status of “Confirmation” (Windcave PxPay)?

The way the process for the forms work is:

1. Payments2Us Checkout form (users enters details)

2. We create the Payment Txn - status of "Confirmation" - includes details entered

3. We pass over to the Windcave PxPay form

4. User enters payment details

4a. [THIS STEP SHOULD NOT HAPPEN, but is currently setup] User sees Windcave PxPay screen.

5. Windcave returns to Payments2Us checkout screen.

6. Payments2Us checks Windcave to confirm the payment details. Then updates the Payment Txn to a status of "Payment Complete"

 

If step 6 of this setup procedure has not been implemented this creates Payment Txns in Confirmation status.

https://help.payments2us.com/m/installation/l/824448-how-to-setup-windcave-payment-express-pxpay

So, what happens is the user completes steps 1..4a and they see they have paid and all is okay.  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-  https://help.payments2us.com/m/installation/l/824448-how-to-setup-windcave-payment-express-pxpay

 

 The "Next" button confirms that the transaction was initiated from Payments2Us. 

2.7. Can we have a different currency other than AUD on the checkout form?

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

2.8. Regular payments with expired dates are failing or how to I ignore expiry dates

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

2.9. Why do I get the error "Authorisation failed the transaction was declined.  Funds were not transferred (76)" when updating card details?

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.

2.10. Why do I get error "The transaction was Declined (JD)"?

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 remove.
Update the Billing Token on the Recurring Payment with the Correct Token.

2.11. How do I remove the Windcave logo and/or Privacy Statement from the form?

It  is part of your contractual agreement in using Windcave to have both the logo and privacy terms shown.  You therefore cannot remove these.

2.12. We are using/have recently move to Commonwealth Bank (CBA) for our Merchant Facility/Acquiring and now the Bank Deposit Date is wrong

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

  • (CHANGED TO) Bank Initiated, vs. Merchant Initiated.
  • Windcave advised "enabling Host Settlement"

PLEASE NOTE, this is something only CBA can fix.  There is nothing that Payments2Us or Windcave can change.

2.13. Why I am getting "Authorisation Failed" error and Payment Response Text says "Transmission Error"?

When the "Payment Response Text" field says  "TRANSMISSION  ERROR". 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.

3. Authorize.net Specific

3.1. How do I enable eCheck for once-off payments?

On the Merchant Facility, select "eCheck Once-off" in the "Payment Gateway Options" field

3.2. When do eCheck's settle?

eChecks can take upto 6 days to clear and settle into your bank account.  The Payment Txn will have a status of "eCheck Pending" until it is settled.

When the daily Recurring Payment Processor finishes, a second process is started that checks Authorize.net for transactions over the last 7 days to see if the transaction have settled successfully or not.  The Payment Txn status is updated to "Payment Complete" if the transaction was successful and "Error" if it was not.  The transaction check processor also updates the Payment Txn field "Settlement Date/Time" and assigns the Authorize.net Batch Id to "Payer Id" field.

For more on Authorize.net eCheck settlements, see How does the eCheck.Net settlement process work?

3.3. eCheck Payment Txn's are stuck at the status of "eCheck Pending" and/or Banked Payment is not going to YES

Please see the FAQ Above "When do eChecks's settle".
The Recurring Payment Process MUST be started, even if you are not using Recurring Payments.  The Recurring Payment Processor when finished then triggers another processor that checks for eChecks being settled and will then mark the transactions as Payment Complete or Error.

See FAQ on starting batch processors (but select the one for "Recurring Payment Processor")

3.4. I'm getting Error "Authorisation Failed: User authentication failed due to invalid authentication values"

This is an error message returned from Authorize.net.  It generally means you have the wrong username/password details entered in the Merchant Facility Tab in Salesforce.  Or, you may have the Environment on the Merchant Facility incorrectly set (Production/Sandbox).


Please note, the "Sandbox" environment is used with Authorize.net accounts located at: https://sandbox.authorize.net/  If you are using a production account, but in "Test Mode", then this will most likely require the Environment to still be set to Production.  When "Test Mode" is enabled, authorize.net will only allow test cards to be used.

If using https://sandbox.authorize.net/ and environment of Sandbox, please make sure "Test Mode" is also set in the Authorize.net portal.

3.5. Authorize.net error “The FDC Merchant ID or Terminal ID is incorrect.  Call Merchant Service Provider”

To take a payment, you need 3 components.

  1. An Online form/App - This is Payments2Us (Payments2Us also includes receipting, deduplication, events, memberships etc).
  2. A Payment Gateway. This connects the form with the card holders bank - no matter where they are on the planet and transfers the funds to the Merchant Facility.
  3. A Merchant Facility. This is like a line of credit. If the card holder queries the transaction, the funds go back to the card holder form the merchant facility.

The Merchant Facility then puts the funds into your bank.

For item 2, your organisation has selected Authorize.net.

For item 3, this can be with Authorize.net or any other provider of Merchant Services.

You will also see in the error message "The FDC Merchant ID or Terminal ID is incorrect. Call Merchant Service Provider" that says to contact the "Merchant Service Provider" - This is what is described in item 3 above.

You will see when signing up for Authorize.net that they have the option of item 2 only OR item 2+3 - https://www.authorize.net/en-us/sign-up/pricing.html

So, you need to contact Authorize.net and ask them to add/setup a Merchant Facility. Or, ask them for guidance on how you get this setup.

3.6. Authorize.net error - "authorizeNetSettledTransProcessor.processGetTransactions".

After the recurring payment run, we do a check for direct debits(eChecks) / cards that have settled. 

The Authorize.net processor has run and has found transactions that do not have a corresponding entry in Salesforce hence the error.

This could be as you are doing payments with Authorize.net in another system and not just Payments2us/Salesforce, then the transactions do not exist in Salesforce.  When we do a check, we cannot locate those payments and mark them off.

- The other product has created the transaction

- Payments2us is checking for all transactions in Auth.net.  That transaction does not exist, so is reporting it as an error.

The error message includes the Trans Id.  You can use that to locate the transaction in Authorize.net

3.7. Authorize.net error - "Bill to first name is required" when doing a Refund.

This is an error message returned by Authorize.net not Payments2us. Please login to your authorize.net account and check if you have First Name as required field.

Also if the payment is not settled please do a refund by checking the Void field in the refund screen.

https://help.payments2us.com/m/userguide/l/749400-refunds-faq#what-does-ticking-the-void-transaction-checkbox-do-when-processing-a-refund

4. EziDebit Specific

4.1. Do you use or update the Plan in EziDebit?

Payments2Us does not use, create or update the plan in EziDebit.
Payments2Us uses the "plan" / schedule on the Recurring Payment.  The Recurring Payment Processor that runs each morning will generate and charge Cards/Direct Debits that are due on that day.

4.2. Do you charge the Direct Debit account holder when they sign up?

No, the online setup form is used to create tokenise the account details and to create the Recurring Payment Schedule.
For EziDebit, the Recurring Payment is automatically marked as Active.  The Recurring Payment Processor will generate a charge on the Next Payment Date.

4.3. Why Payment TXN Errors with message “Invalid value provided for the 'DebitDate' parameter. The Date cannot be more than 30 days in the past and valid values are in the format of 'YYYY-MM-DD'”?

This error occurs if the attempted charge date is more than 30 days of the Transaction date on the Payment Txn.

4.4. How can we process Credit Card payments without CCV?

You can use Transact Payment to process cards without CCV. See Transact Payment for more information.

4.5. Why do I get the error "You must provide a value for either the ‘EziDebitCustomerID’ parameter or the ‘YourSystemReference’ "?

This error occurs when the "Payment Gateway Customer Profile Id" on the Recurring Record is blank.

The most common reason for this is the Recurring Record was created manually and the Account Details were updated manually rather than via the Update Account Details button.

To Solve this,

1. Update the field with Contract Id from Ezidebit for the payee, if payee exists in Ezidebit.

 

2. If payee does not exist in Ezidebit then Update the Account details via Update Account Details button.

See link Section 5

https://help.payments2us.com/m/installation/l/1282795-how-to-upload-recurring-credit-cards-direct-debits-for-ezidebit

4.6. Why am I getting the error "Error 102 Invalid Digital Key"?

The Invalid digital key error is mostly associated with keys wrongly entered on the Merchant Facility.

Please make sure you have the values correctly entered as below.

1.       Enter the EziDebit Supplied "Public Key" into the "Payment Gateway User Id" field

2.       Enter the EziDebit Supplied "Digital Key" into the "Payment Gateway Password" field

https://help.payments2us.com/m/installation/l/1248962-how-to-setup-ezidebit

 

OR

Organization Id on the Merchant Facility is incorrect. Please check if you have the correct Organization Id entered

https://help.payments2us.com/m/userguide/l/1228354-how-to-locate-your-salesforce-org-id

If this does not solve the issue, you can contact Ezidebit  to make sure the keys provided is for Ezidebit Production/ Ezidebit Sandbox.



OR

Your the "Environment" field on the Merchant Facility is set incorrectly.  For example, this should have "Production" when using live Credentials.

4.7. Why am I getting the error "EziDebitUtil.TestPublicKey, try/catch : Unexpected character ('<' (code 60)): expected a valid value (number, String, array, object, 'true', 'false' or 'null') at input location [1,2]"?

This looks like EziDebit did not respond or came back with an error when we tried to generate a one time key for the integration.

Should this be once off or very sporadic then it can be ignored. If not, we'll need EziDebit to investigate as their servers are not responding in a timely manner or responding with incorrect information.

4.8. With EziDebit credit card transactions that are processed through the Batch Processor, are they considered "Online/real-time" Online payments for businesses  or "Direct Debit" Direct Debit Payment Solution

We maintain the Credit Card and Direct Debit schedule in Salesforce and do not use the EziDebit Inbuild recurring billing.

For Recurring Payments, we use the ProcessRealTimeTokenPayment EziDebit API for Credit Cards and the AddPaymentUnique  EziDebit API for Direct Debits

4.9. Why is the Payment Txn stuck with a status of Direct Debit Processing?

Unlike Credit Cards, Direct Debits do NOT settle the same day.  They may take between 3 and 7 days (or even upto 10 days in some rare instances) to settle.

After the Recurring Payment Processor is run in the early hours of the morning, a second processor is run that checks EziDebit to see if the transactions have settled.  Once they do, the status is changed to Payment Complete and the normal receipting and updates processing occurs.

5. Stripe Specific

5.1. From which field does the Statement Description on card holders account populate with?

The Statement Description on Card holders account comes from the Merchant Facility-> "Organisation Name"  field.

5.2. Why to I get the error "signed document does not match hash check"?

This generally means the Webhook Secret Key has not been setup correctly.

5.3. Stripe Support has ask for the Request Id, how/where do I find this?

Locate the Payment Txn that you are looking to have investigated, then locate:

  • Payment Confirmation No.
  • If the Payment Confirmation No. is blank, then use Payer Id

Login to Stripe Dashboard, then go to:

Paste the valued (Payment Confirmation No. OR Payer Id) from above into the search box and press enter (1)

Then copy the value of the id beginning with "req_".  This is what you need to send to Stripe support.

5.4. I cannot see/edit the Expiry Date or CCV

For some themes, the Expiry date and CCV can be a little light and harder to see.  User will see this when entering the card details.
Should this be a concern, you can:

  1. Select a different "Theme" option on the Merchant Facility
  2. Change the Payment Gateway on the Merchant Facility to "Stripe SCA".  This is the preferred option for Stripe as it uses their newer APIs
  3. Get your web developer to setup custom theme.  Note, custom themes do have an extra monthly cost and should your web developer have questions that cannot be answered from the help guide, then you may need a Premium Support Block to assist.  The advantage to this option though is your form would better match the rest of your websites branding.
5.5. How can I separate out the card number, CCV and expiry date

For Stripe, the section highlighted below is controlled 100% by Stripe.  It is hosted on their server.  
There is no way to split this out or separate these fields.  The Payments2Us Payment Form builder has no influence on these fields.

5.6. We are getting a Stripe Webhook failure email

If you are getting an email from Stripe Saying you are getting a Webhook Failure, then check:

  1. Go through the Stripe setup process again.  Make SURE you have used the Reveal for the secret key, vs. copying another reference shown on the page.
  2. Recheck all Sharing Rules have all been setup correctly.  Suggested Sharing Rule setups do change from time to time.
  3. The Payment Txn is located by the "TxnRef" field AND Last Modified Date (Created date prior to version 9) is in the last 5 days.  Probablys can occur when your admin has enabled Create Audit Fields - please get this turned off.
5.7. Why are Credit Card fields missing from Stripe SCA?

For Stripe SCA, the Credit Card details do not show until the "Next" button is pressed.  This is due to the way Stripe SCA works and its method of managing security features such as Secure 3D.

6. 6. NAB Transact

7. 1 Why are we getting "CRN does not exist" error on checkout form?

Please check if the sharing rules have been setup properly. Especially check for the Recurring Payments Sharing Settings.

Add Recurring Payments Sharing Settings

Note: this is applicable if the error is in the Payment Gateway Response Desc