From time-to-time gateway errors are experienced. We have created a report to help identify these errors and provided additional instructions on how to use this report

The type of error that would fall into this report is "the gateway did not respond within the request timeout period or experienced a connection error". If a reply isn't received it is impossible to determine the final state of the transaction. For these transactions, an internal review of the transaction is required so the next steps can be taken if necessary. 

How to View the Report:

Log into the Admin portal and Select Log from the top ribbon

This will bring you to the Logs Screen, Select Gateway Errors from the top ribbon 

Enter the date range for the search 

This will bring up all accounts that received a Gateway Error for the specified date range 

Each account included on this report should be reviewed. If one payment processed, then nothing further is needed. If the error falls into one of the below scenarios, further review is required.

• 2 identical payments were processed through the Gateway - one of these payments might need to be cancelled. The Gateway would need to be contacted to process this.
• No Payments were processed through the Gateway - You may need to reach out to the customer and let them know that the payments or payment plan they tried to process did not go through