There are times when a consumer may be trying to setup a payment or make a payment and unable to complete the process. To troubleshoot this issue, follow the below steps.
- Go to the Consumers page of the Admin website
- Enter the consumers information, in one of the fields shown below.
- Click Search
- Click on the link on the far left column of the results gird.
- Once on the Consumer account page, click on the Web Notes link to see all the detailed information about the consumers activities logged when on the consumer portal.
- Enter CTRL+F to bring up the browsers search feature.
- Enter in the "Submit payment failed" in to the search text box. This will highlight in the logs each time a payment failed.
- Go to the most recent entry.
- Go to the entry below the "Submit payment failed" entry to the Spreedly Trace.
- Click on the View link on the far left-hand side of the results grid on the line with the Spreedly Trace information. This will open a new window with a detailed Log View of the accounts' activity.
- Review the logs to see what messages are showing up on the account from Spreedly. You can also use the CRTL+F feature in the browser to search for "messages".
- Read the messages looking for a clue as to why the transaction was listed as failed. In this case it shows that the consumer has "Insufficient Funds" therefore they could not process the transaction.