Payment Processing Issues

Payment Processing Issues

This guide helps you troubleshoot common payment processing problems in EquiBillBook, including online payments, payment links, and payment recording issues.

Common Payment Processing Problems

1. Payment Link Not Working

If payment links aren't functioning properly:

• Check Link Expiry: Verify the payment link hasn't expired
• Verify Link Format: Ensure the complete URL is copied correctly
• Check Payment Gateway: Verify payment gateway is properly configured in settings
• Test Link: Try opening the link in a different browser or incognito mode
• Regenerate Link: Create a new payment link if the old one isn't working

2. Payment Gateway Not Responding

If the payment gateway isn't responding:

• Check Gateway Status: Verify if the payment gateway service is operational
• Verify API Credentials: Check if payment gateway API keys and credentials are correct
• Check Network Connection: Ensure stable internet connection
• Review Gateway Settings: Go to Settings → Online Payment Settings and verify configuration
• Test Gateway: Try processing a test payment to verify gateway connectivity

3. Payment Failed or Declined

If payments are being declined:

• Check Card Details: Verify card number, expiry date, and CVV are correct
• Verify Card Balance: Ensure sufficient funds are available
• Check Card Status: Verify the card is active and not blocked
• Bank Restrictions: Contact bank to check if online transactions are enabled
• Transaction Limits: Verify transaction amount is within card/bank limits
• Try Different Payment Method: Test with a different card or payment method

4. Payment Not Reflecting in Account

If payment is processed but not showing in EquiBillBook:

• Check Payment Status: Verify payment status in payment gateway dashboard
• Refresh Page: Refresh the payments page or dashboard
• Check Payment Records: Look in Customer Payments or Payment History
• Verify Payment Link: Ensure payment was made against the correct invoice/link
• Check Reconciliation: Review payment reconciliation settings
• Manual Entry: If needed, manually record the payment if gateway confirmed it

5. Duplicate Payment Processing

If payments are being processed twice:

• Check Payment History: Review payment records for duplicates
• Verify Gateway Logs: Check payment gateway transaction logs
• Prevent Double Submission: Don't click payment button multiple times
• Check Auto-Reconciliation: Review auto-reconciliation settings
• Refund Duplicate: Process refund for duplicate payment if applicable

6. Payment Gateway Configuration Errors

If you see configuration errors:

• Verify API Keys: Check that API keys and secrets are correctly entered
• Check Merchant ID: Verify merchant ID is correct
• Test Mode vs Live Mode: Ensure correct mode (test/live) is selected
• Webhook Configuration: Verify webhook URLs are properly configured
• SSL Certificate: Ensure SSL certificate is valid for payment gateway
• Gateway Documentation: Review payment gateway integration documentation

Payment Recording Issues

1. Unable to Record Customer Payment

If you can't record a payment:

• Check Invoice Status: Verify invoice exists and is not cancelled
• Verify Amount: Ensure payment amount doesn't exceed invoice amount
• Check Permissions: Verify you have permission to record payments
• Review Payment Date: Ensure payment date is within valid date range
• Check Payment Account: Verify payment account is active

2. Payment Not Matching Invoice

If payment doesn't match invoice:

• Verify Invoice Number: Check correct invoice is selected
• Check Partial Payments: Review if partial payment settings are correct
• Review Payment Allocation: Verify payment is allocated to correct invoice
• Check Outstanding Balance: Verify invoice outstanding amount

3. Payment Reconciliation Issues

If payments aren't reconciling properly:

• Check Payment Dates: Verify payment dates match transaction dates
• Review Bank Statements: Compare with actual bank statements
• Verify Payment Methods: Ensure payment methods are correctly recorded
• Check Auto-Reconciliation: Review auto-reconciliation rules and settings
• Manual Reconciliation: Perform manual reconciliation if needed

Payment Method Specific Issues

Credit/Debit Card Payments

• Card Not Supported: Verify card type is supported by payment gateway
• 3D Secure Issues: Complete 3D Secure authentication if required
• International Cards: Check if international cards are enabled
• Card Expiry: Verify card hasn't expired

UPI Payments

• UPI ID Verification: Verify UPI ID is correct and active
• UPI App: Ensure customer has UPI app installed and configured
• Transaction Limits: Check UPI transaction limits
• Network Issues: Verify stable internet connection for UPI

Net Banking

• Bank Selection: Verify selected bank is supported
• Bank Website: Ensure bank's net banking is accessible
• Transaction Timeout: Complete transaction within time limit
• Bank Maintenance: Check if bank is under maintenance

Digital Wallets

• Wallet Balance: Verify sufficient balance in wallet
• Wallet App: Ensure wallet app is updated and working
• Wallet Limits: Check transaction limits for wallet
• Wallet Support: Verify wallet is supported by payment gateway

Payment Settings Configuration

Verify these settings are correctly configured:

• Payment Gateway: Settings → Online Payment Settings → Payment Gateway
• API Credentials: Verify all API keys, secrets, and merchant IDs
• Payment Methods: Ensure required payment methods are enabled
• Currency Settings: Verify currency is supported by gateway
• Webhook URLs: Check webhook endpoints are correctly configured
• Return URLs: Verify return/success URLs are set correctly

Testing Payment Processing

Before going live, test payment processing:

1. Use Test Mode: Enable test mode in payment gateway settings
2. Test Transactions: Process test payments with test cards
3. Verify Webhooks: Test webhook callbacks are working
4. Check Notifications: Verify payment notifications are sent
5. Review Logs: Check payment processing logs for errors

Payment Security Issues

• SSL Certificate: Ensure valid SSL certificate is installed
• PCI Compliance: Verify PCI DSS compliance requirements
• Data Encryption: Check payment data is encrypted in transit
• Secure Storage: Verify payment credentials are securely stored

Still Having Issues?

If payment processing problems persist:

1. Check Payment Gateway Status: Verify gateway service is operational
2. Review Error Logs: Check EquiBillBook error logs for details
3. Contact Payment Gateway Support: Reach out to your payment gateway provider
4. Contact EquiBillBook Support: Provide:
   • Payment gateway you're using
   • Error messages received
   • Transaction IDs (if available)
   • Steps to reproduce the issue
   • Screenshots of errors

Most payment processing issues can be resolved by verifying configuration settings and ensuring payment gateway connectivity. If problems continue, contact support for assistance.