Payment Gateway troubleshooting

Categories E-commercePayment Gateway

Missing payment

We aren't able to assist you with a missing payment from your website unless that payment was processed by our Payment Gateway and you are the subscriber. To investigate a missing payment, users should first try to locate the transaction within the Payment Gateway merchant facility. This can be done by either generating a report or searching for the transaction number within the Console.

Transaction found

If you can locate the transaction within the Payment Gateway merchant facility and it is marked as approved, you will need to contact your bank to verify why the payment has not been deposited into your bank account. If you can locate the transaction within the Payment Gateway merchant facility and it is marked as declined, you will need to contact your bank to verify why the payment was declined.

The Payment Gateway simply sends, receives and records data. It does not make any decisions as to whether a payment should be approved or declined.

Transaction not found

If you are not able to locate the transaction within the Payment Gateway merchant facility, this means the request has not been received from either your website or the Console, therefore the bank has not processed the transaction.

Why are AMEX and Diners transactions failing?

By default your merchant account is configured only to allow Mastercard and VISA payments. If you need to include AMEX and/or Diners cards for payments, please contact your merchant account vendor (St George or NAB).

Test credit cards

Is there a way I can send a test transaction?

Yes. Please use the following test credit card numbers to confirm that your transactions are successfully being processed:

  • Visa: 4111-1111-1111-1111
  • MasterCard: 5431-1111-1111-1111
  • Amex: 341-1111-1111-1111

In the name field, anything can be used. Please ensure you enter a valid expiry date, ie. six months in the future. A successful transaction should say ‘declined’, as it is not a live card.

What are the credit card prefix numbers for Visa, MasterCard, Discover and AMEX?

Please refer to the following list of prefixes and numbers.

  • Visa: 13 or 16 numbers starting with 4
  • MasterCard: 16 numbers starting with 5
  • AMEX: 15 numbers starting with 34 or 37
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