CCV payment terminal - Troubleshooting

This article helps you solve the most common problems with the CCV payment terminal in Fuga.

For the installation and the settings in Fuga (contract with MaDict, API key, terminal ID per pay desk), see How to pay in Fuga via the CCV payment terminal?


Quick checklist

Before you contact support, check the following:

  1. Is the terminal connected to the internet (WiFi/LAN)?
  2. Have you restarted the terminal?
  3. Does the pay desk you are using have the correct Terminal ID under Configuration => Practice data => Bookkeeping => CCV?
  4. Does the terminal fall under a different CCV contract (e.g. another location)? Then does that pay desk have its own API key of that contract?
  5. Did you select the correct pay desk when checking out?

Common problems

Problem: payments are not sent to the terminal

Symptom You select CCV as the payment method in Fuga, but the terminal does not respond.
Possible causes
  • The terminal is offline (no internet connection)
  • Wrong Terminal ID for the pay desk
  • Wrong or missing API key for the pay desk, if the terminal falls under a different CCV contract
Solution
  1. Restart the terminal - this solves half of the problems.
  2. Check the terminal's internet connection.
  3. Check the Terminal ID of the pay desk in the CCV settings.
  4. If this terminal falls under a separate CCV contract, check that the API key of that contract is entered for this pay desk.

Problem: payment not visible in Fuga after a successful payment

Symptom The client paid on the terminal, but the invoice is still "unpaid" in Fuga.
Possible causes
  • Synchronisation delay (can take up to 6 minutes)
  • Network problem during confirmation
  • Status "PENDING" in Fuga
Solution
  1. Wait a few minutes - the status is updated automatically.
  2. Refresh the page in Fuga.
  3. If the status stays "PENDING": after 30 seconds the link "Click here to try again" appears next to the payment request. Click it to have Fuga check the current status with CCV.
  4. If the status is "MANUALINTERVENTION": see below.

Problem: status "MANUALINTERVENTION"

Symptom The payment request has the status "MANUALINTERVENTION", with the message "Contact CCV, reference:" followed by a CCV reference.
Meaning CCV cannot confirm the payment at this moment. This status is not final: as soon as CCV passes on the result of the payment to Fuga (for example once the problem with the terminal is resolved), the status is updated automatically. If the payment succeeded, it is then booked on the invoice and the invoice is set to paid.
Solution

In the meantime, you have two options:

  1. If you saw a confirmation on the terminal itself, assume the payment succeeded. Do not add an extra payment.
  2. Add a second payment, preferably with a different payment method, since something is probably going wrong with the terminal.

Please note: if the CCV payment turns out to have succeeded after all, the invoice appears in the overview of "clients who have overpaid" and you can refund the overpaid amount.

If the payment still has the status MANUALINTERVENTION after a week: contact MaDict (ccv@madict.be) and pass on the reference. They can correct the payment status manually.

Problem: several terminals, but only one works

Symptom You have several terminals, but payments only go to one terminal.
Solution
  1. Check in the CCV settings that each pay desk has the Terminal ID of its own terminal.
  2. If the terminals fall under different CCV contracts (usually one contract per address), check that each pay desk has the correct API key of its contract.
  3. Check which pay desk you select when checking out: the payment goes to the terminal of that pay desk.

Wrong pay desk selected?

If the wrong pay desk is selected automatically:

  1. Go to Configuration => My preferences => Default values
  2. Set the desired default pay desk

Contact in case of problems

For technical problems with the terminal itself: contact MaDict via ccv@madict.be

For problems with the Fuga integration: open a ticket with Sonetas support.


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