Credit Card Troubleshooting

[dominic]

IMPORTANT: If you're using any of the following test sites, please perform the corresponding modifications before doing any tests.

[PayPal Website Payments Standard]
- Can use Configuration Manager UI to change to sandbox (i.e. test site)

[PayPal Website Payments Pro Direct Payment]
- in FirstSpot\ppal_pro\caller_service.php, comment the line (add "//" without the quotes at the beginning) with the words "$API_Endpoint" and "for live site", uncomment the line (delete "//" without the quotes at the beginning) with the words "$API_Endpoint" and "for testing".

[WorldPay]
- Set an appropriate value (100 for returning success or 101 for failure) in the field "Test mode" under Credit Cards tab.

[Authorize.net]
- Can use Configuration Manager UI to change to sandbox (i.e. test site)
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Q: The payment step is completed, but the status leaves blank for a long period of time in the log under Credit Cards tab and the account does not update.

A:
Check if the log file FirstSpot\log\txn.log exists (xxx_txn.log for v4 where xxx is the payment type).

If the log file does not exist, this implies FirstSpot may not be able to receive notification of the transaction update. Please perform the following:

1) Check the field "Publicly accessible URL to receive transaction update" in Credit Cards tab. You need to input the URL prefix in the form "http://<fixed_ip>:<port>" where <fixed_ip> is the Internet-resolvable IP and <port> is the listening port number (default is 80 for Authorize.Net and 5789 for others).
2) If there are routers between FirstSpot and the Internet, you should also set them to accept traffic from that port and direct it to FirstSpot's Internet/public side IP, or setup port forward / port map in the router firewall.

If the log file exists and the first line of the related log messages shows "Failed to Verify Transaction", check the following lines to see if
(i) "item_name" shows the correct Shopping Cart item name,
(ii) "mc_gross" shows the price in Shopping Cart,
(iii) "payment_status" shows "Completed" AND
(iv) "pending_reason" has content.

If (iii) does not fulfill, the payment step may not be completed. Please double check your payment account settings.

If (iv) fulfills, modify the settings according to the reason given.

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Q: The payment step is completed, but the status shows "Pending" in the log under Credit Cards tab and the account does not update.

A:
Most likely the currency setting in FirstSpot does not match with that in payment account.

You can
(i) set the field "Base currency" in Credit Cards tab the same as the currency setting in your payment account, OR
(ii) choose "Yes" for the field "Treat pending transactions as completed" in Credit Cards tab.

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Q: The payment step is completed, but the status shows "Failed" in the log under Credit Cards tab and the account does not update.

A:
Search for related log messages in FirstSpot\log\txn.log (xxx_txn.log for v4 where xxx is the payment type).

If the first line shows "Fail to update... account", make sure the amount of transaction matches the price shown in Shopping Cart.

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Q: Client's browser does not return to Shopping Cart after completing or cancelling the payment step.

A:
Check the Success/Failure return path in Credit Cards tab. You need to input the full path with port number (default is 5788) in these 2 fields (e.g. http://10.20.7.1:5788/cart.php).