Payments & Authorisations
Paypage error when processing authorisations or payments
When attempting to process an authorisation or payment in a paypage, you might encounter an error like this (currency and payment method may vary depend on your setup):
Cause
Most commonly, this error occurs because the selected payment method, merchant group, or currency does not have a matching PSP connection configured in Unaric Payments Setup. Typical cases include:
- Payment Route Options or Payment Route Selected fields contain values that do not match PSP connections, i.e. Card & Direct Debit values selected, but there's no PSP connection for Direct Debit added.
- A few different merchant groups have been set up, but there's one selected without required PSP connections, i.e. Card payment attempted with a merchant group that only has Direct Debit PSP connection added.
- Selected currency does not match PSP connections, i.e. payment attempted for EUR, but they've only added PSP connections for GBP.
In many cases, the warning indicates that one or more configured payment methods are unavailable, but at least one valid payment method remains available. In these situations, you can continue processing using the supported payment methods by clicking the Continue button.
Troubleshooting & solution
You need to configure your PSP properly. Check the following:
Check the payment methods configured on the record
Review the values in the following fields:
- Payment Route Options
- Payment Route Selected
Ensure that every payment method listed in those fields has a corresponding PSP connection configured in Unaric Payments. For example:
Payment Route Options | Available PSP Connections | Result |
|---|---|---|
Card, Direct Debit | Card only | Warning displayed |
Card, Direct Debit | Card and Direct Debit | No warning |
Check the selected Merchant Group
If multiple Merchant Groups are configured, verify that the Merchant Group being used contains the required PSP connections. For example:
Merchant Group | PSP Connections |
|---|---|
UK Merchant Group | Card, Direct Debit |
EU Merchant Group | Direct Debit only |
A card payment processed through the EU Merchant Group would trigger the warning because no Card PSP connection is available.
Check the transaction currency
Verify that the currency being used is supported by the configured PSP connections. For example:
Transaction Currency | PSP Currency |
|---|---|
EUR | GBP only |
Since no PSP connection supports EUR, the warning will be displayed.
Review PSP connections in Unaric Payments Setup
on Unaric Payments Setup → PSP Connections, confirm that:
- The required payment methods are configured.
- The correct Merchant Group is being used.
- The required currencies are supported.
- The PSP connection is active.
Test the payment again
After correcting the configuration, reload the paypage and attempt the payment or authorisation again.
Transaction stuck in Pending or Awaiting Submission status
If a transaction processed by your PSP is still marked as Pending or Awaiting Submission in Salesforce, it usually indicates that Salesforce has blocked an attempted update from Unaric Payments.
Troubleshooting
Check Courtesy Notifications email
Unaric Payments typically sends a "courtesy notification email" detailing the attempted update and the reason it was blocked (e.g., a failed trigger or flow). Review this email for specific error messages or details about the issue. For more information on this feature and how to set it up, see Courtesy Notifications.
Contact Unaric Payments support
If you haven't received a courtesy notification email, or if the email doesn't provide sufficient information to resolve the issue, contact [email protected]. In your support request, include the Unaric Payments reference field values from the relevant payments and authorisations.
Refund issues
If you're unable to process refunds through Unaric Payments, there are different possible reasons.
Troubleshooting
Refunds disabled by payment processor
Your payment processor may not have refunds enabled for your account. Contact your payment processor directly to confirm whether refunds are enabled and, if not, request that they be activated.
Payment processor restrictions
Your payment processor may have specific limitations on refunds. Contact them to understand any restrictions that might be in place. Common restrictions include limits on the number of refunds allowed per payment, time restrictions (e.g., refunds only allowed after a certain period), or other specific conditions.
Insufficient user permissions
The Salesforce user attempting to issue the refund may lack the necessary permissions. Unaric Payments provides an Asperato refund user permission set, which you'll need to assign to the relevant user in Salesforce.
Duplicated payments generated from multiple Authorisation payment requests
In some versions of Unaric Payments, it is possible to click the Process payment button multiple times when taking an immediate payment from authorisation. Users will notice that this results in duplicate payment records. Therefore, we advise ensuring that the Process payment button is clicked only once by a user during each payment request, until the team implements a fix.
GoCardless recurring payment record updates failing
We have identified that in some rare instances recurring GoCardless payments are not being updated on customer orgs due to timeout failures. Recurring payments that have failed are likely to be over 10 days old and have a status Submitted for collection.
We are currently dealing with these update failures on case-by-case basis and sorting out affected customer records manually. We aim to develop a fix for this issue as soon as possible and release it with one of the future package versions.
If you believe that any of your payment records have not been updated as expected, let us know by sending an email to [email protected].