Troubleshooting
Overview
This section helps you identify, investigate, and resolve common issues encountered when using the Merchant Portal.
It focuses on practical troubleshooting scenarios, guiding you through typical problems such as declined transactions, authentication issues, and missing data, while explaining how to analyze system responses and error messages.
Use this page when something does not behave as expected and you need to understand the root cause, interpret system feedback, and determine the appropriate next steps.
Typical troubleshooting scenarios include:
- Investigating declined or failed transactions
- Understanding authentication and access issues
- Resolving missing or incomplete transaction data
- Interpreting system responses and error messages
Common Issues
Transaction Declined
- Possible causes
- How to investigate
Transaction failures or declined operations can occur due to validation errors, configuration issues, or business rule restrictions. For example, attempting to refund more than the available amount results in an error and the operation is rejected by the system.
To investigate an issue, users should review the transaction details view, including the processing data and connector response. These sections provide insight into the reason for the failure and help identify whether the issue is related to configuration, input values, or external systems.
Missing Transactions
- Filters
- Permissions
If expected transactions are not visible in the search results, the issue is often related to filtering criteria. Users should verify the selected time frame, transaction type, and environment mode, as these filters are mandatory and directly impact the returned dataset.
Visibility may also depend on the Account Tree structure and your position within the hierarchy.
Additional factors such as permissions and account hierarchy level may also influence visibility. Users only see transactions that belong to entities within their assigned scope in the account tree.
Authentication Issues
- MFA failures
- Password problems
Understanding System Responses
The Merchant Portal provides system responses and error messages during transaction processing and back-office operations. These messages indicate whether an operation was successful or why it failed.
Detailed information can be found in the transaction details view, including processing data, connector results, and historical actions. Reviewing these sections helps users understand transaction behavior and identify the root cause of issues.