Troubleshooting Web Pay Setup

Background
Troubleshooting Web Pay Setup
Issue Turning Web Pay On
Invalid pg_return_url Message
Invalid Payment Tokens

Background

AccountEdge Web Pay is a new feature that was introduced in AccountEdge 2016. It allows your customers to pay you directly from an invoice that you email to them. To be able to use AccountEdge Web Pay you need to have a Merchant AccountEdge with Forte. You can find more information about signing up for a Merchant Account here.

Troubleshooting Web Pay Setup

You can find instructions for setting up Web Pay here. This article is for people who are having trouble with getting web pay setup properly.

Before Web Pay can be set up we need have our merchant credential information from Forte. This information will be sent via email. You can contact us at 800-322-6962 (Monday-Friday 9 AM - 8 PM Eastern).

Once we have credentials we want to try a test transactions in AccountEdge Desktop to confirm that this works properly.

Testing on AccountEdge Desktop

To be able to test this you will need to have have a credit card you are willing to charge. The transaction will be for an extremely minor amount - but we do need to have a valid card.

  1. Go to Setup > Credit Card Processing > Manage Credit Card Processing from the menu bar at the top of the screen in AccountEdge Desktop
  2. Confirm the information in this window (at least the ID, API and Secure Transaction Key) with the Forte documentation you have
  3. Create a test sale for yourself (could be for a low dollar amount – ie: $0.10)
  4. Receive Payment against this sale and authorize it
  5. Are any errors received? If so, you can find common errors through here or you can contact us at 800-322-6962

Testing on AccountEdge Connect

Once we know that credit card processing is working properly and it’s not a credential setup issue then it’s possible to test using AccountEdge Web Pay.

  1. Log in with the AccountEdge Connect account you signed up with originally at http://cloud.accountedge.com
  2. Click on General in the Upper left and then click on "Credit Card Processing" on the left
  3. Verify that Credit Card Processing and Web Pay are both turned
  4. Create a Test Invoice for yourself using an email address separate from the Connect Administrator email (ie: a personal email) for whichever method they are going to use (either through AccountEdge Connect or through AccountEdge Desktop)
  5. Click on either the link or the button for Web Pay (depending on how the email was created)
  6. You will be asked to create an account. Sign up and you will be sent an activation email
  7. Activate the account and log in with that account
  8. Attempt to make payment
  9. Are any errors received? If so, you can find common errors through here or you can contact us at 800-322-6962

Issue Turning Web Pay On

Once AccountEdge Connect (and Web Pay) have been turned on in AccountEdge Desktop and synced with AccountEdge Connect, Credit Card processing and Web Pay should both be turned on in AccountEdge Connect. You can confirm this by:

  1. Log in with the AccountEdge Connect account you signed up with originally at http://cloud.accountedge.com
  2. Click on General in the Upper left and then click on "Credit Card Processing" on the left
  3. Verify that Credit Card Processing and Web Pay are both turned

If Web Pay is still off then this needs to be reset. You want to unlink AccountEdge Desktop from AccountEdge Connect and relink it through Web Pay setup. This will remove any transactions that were created in AccountEdge Connect – so this should be synced before unlinking. Additionally, any AccountEdge Connect users will be deactivated and will need to be reactivated

Troubleshooting Steps

  1. Make a backup in AccountEdge Desktop
  2. Sync AccountEdge Desktop (Setup > AccountEdge Connect > Manage AccountEdge Connect and click Sync)
  3. Go to Setup > AccountEdge Connect > Manage AccountEdge Connect and click Unlink
  4. Go to Setup > Web Pay > Web Pay Setup
  5. Enter any information necessary (including merchant credentials if they are not already there)
  6. Sync AccountEdge Desktop again

This will push all merchant information back up to AccountEdge Connect and at that point Web Pay should be turned on.

Invalid pg_return_url Message

When attempting to pay an invoice using web pay it is possible for the end customer (ie: your customer) to receive this error if you have not set up information in the Payments Gateway. This page has specific instructions on resolving this.

Invalid Payment Tokens

When a credit card is saved using AccountEdge Desktop or AccountEdge Connect we save what is known as a token. This token is stored information regarding the card (we don't actually keep the card number or anything like that due to PCI compliance reasons). If there is an issue with the token this message can occur.

invalid_payment_tokens.png

If you have not saved a card for your customer, but your customer is receiving this message you can resolve this by scrolling to the bottom of the page and clicking the "Add Card" button. This will take them to a window to enter their card information and submit it for payment.