Credit Card Processing > Troubleshooting

DEFINITIONS:

Card-present transactions are those in which both the card and cardholder are present at the point of sale. For SWRemote, these types of transactions occur via the SWremote devices.

Card-Not-Present transactions are those where neither the card nor its holder are present at the point of sale, e.g. orders by mail, telephone, fax or the Internet. For SWRemote, these types of transactions are optional and would occur on the PayPal Manager's Virtual Terminal upon login.

TROUBLESHOOTING QUESTIONS:

  1. Have you had any successful transactions while using the mobile device?
    - If you have had successful transactions and you are now receiving a decline notification from your processing gateway, it's likely that there is a legitimate reason for the decline and you'll need to contact your merchant bank for more details/specifics. If your receiving any errors, please ensure that your Pocket PC has a good wireless signal.
  2. Have you (or your merchant bank) filled out the correct form from the Processor Setup Guide and faxed to SWremote?
    - If the form was not filled out properly or the wrong processing gateway form was selected, your processing will not function.
  3. Did you receive a confirmation email containing all your account/login information?
    Contact:  call us at 1-800-566-6940 or email us at support@swremote.com
    - This email will usually arrive within one business day of being received by SWremote. This email will contain critical information regarding your newly created PayFlow Pro account, along with access to the online PayPal Manager.
  4. Are you able to log into your PayPal Manager account (as directed by the email)?
    Location:  Login to PayPal Manager (https://manager.paypal.com/) - Please reference email for login information.
    This is important to establish that your login information is correct and that the account has been properly established. You will likely need to reset you password and agree to PayPal's 'Terms and Conditions'statement.
  5. Have you properly entered the processing account/login information into your SRS account (as directed by the email).
    Location:  Login to your SRS account (http://admin.swremote.com) > Settings > PayFlow
    - Processing information is relayed from your SWRemote device through the SRS server and then on to the PayFlow API. The PayFlow API requires authentication in order to establish communications. You'll need to ensure that the same login information used to visit the PayPal Manager is entered into your SRS account settings under 'PayFlow'.
    PayFlow Username: (same as PayFlow Vendor)
    PayFlow Password: (whatever you've changed the password to upon loggint into PayPal Manager for the first time)
    PayFlow Vendor: (your Merchant Login)
    PayFlow Partner: (usually 'ALGONQUIN' unless you set up your own account seperately)
    PayFlow URL: (almost always "payflowpro.verisign.com" - no quotes)
  6. Are you able to run a successful transaction through your Virtual Terminal (try a value over $1.00)?
    Location:  Login to PayPal Manager (https://manager.paypal.com/) > Virtual Terminal > Single Transaction
    - Logging in to your PayPal Manager and processing a successful 'Card-Not-Present' transaction through your virtual terminal will rule out any issues with incorrect routing information or incorrect account setup.
  7. Have you adjusted any of your allowable IP address settings?
    Location:  Login to PayPal Manager (https://manager.paypal.com/) > Service Settings > Allowed IP Addresses
    - Turning this service on without entering the SRS Server IP address will result in all calls to the PayFlow API to fail. At the time this support information is being created, the SRS IP address is currently 208.51.233.246 (subject to future change).
    Note: Allowable IP settings has no bearing on web access to the virtual terminal and will only affect PayFlow API calls.
  8. Have you confirmed with your merchant bank that your merchant account is authorized to receive 'Card Present' transactions?
    More Information:  Found on the sheet that was originally faxed to us to establish your PayFlow Pro account.
    - While many companies are set up for both 'Card Present' and 'Card-Not-Present' transactions, there are Merchant Accounts that are established as 'Card-Not-Present' only. Please confirm that this is not the case.