Troubleshooting payment gateway issues

If your visitors are experiencing difficulties when making payment on your website, this can be for a number of different reasons.

1. If visitors are not able to enter payment information (their card details) because of an error, you should check that you have correctly entered your payment gateway account credentials into your ShopWired account and check with your payment gateway (by providing them with any error message(s) that are displayed)
   • Some payment gateways on ShopWired require additional setup before you can accept payments through your website; ensure that you have followed all of the necessary setup steps
2. If visitors are able to enter payment information (their card details) and their payment is being declined, you should check with your payment gateway for the reason their payment is being declined (as ShopWired does not control this decision process)

If you are still unable to resolve the issue, please contact the support team for assistance.

The most common error experienced after payment has been successfully completed is that the payment on ShopWired is not marked as paid. This error can occur for a number of different reasons but mostly relates to the communication between the payment gateway and ShopWired:

• The message from the payment gateway to ShopWired was not sent for some reason
• The message from the payment gateway to ShopWired was not received for some reason

To troubleshoot this error, follow these steps:

1. Ensure that any additional setup steps have been followed
2. Contact your payment gateway and ask them for the logs of the transaction
3. Contact ShopWired's support team providing them with the logs of the transaction