Troubleshooting
Troubleshooting
Welcome to the troubleshooting section of ePaymentConnector. Here, you’ll find detailed solutions to common issues that may arise while using ePaymentConnector. If you encounter any problems, refer to the solutions provided below. Should you need further assistance, please do not hesitate to contact our support team at support@epaymentconnector.com.
Please click on your problem below. Please remember to scroll the sliders to review screenshots where applicable.
Problem: External Dependency Not Met
Applies To: Odoo 15, Odoo 16, Odoo 17, Odoo 18
Problem: The module “ePaymentConnector” cannot be installed because an external dependency, such as the Python library xmltodict, is not installed, resulting in a popup message or error.
Solution: Install the required Python library xmltodict on your system. You can typically install this library using the pip command:
pip install xmltodict
After installing the necessary dependency, attempt to reinstall the ePaymentConnector module.
(Refer to images C1-1 and C1-2 in the slider.)
Odoo 15, 16
Problem: ePaymentConnector Not Displaying on Payment / Checkout Page
Applies To: Odoo 15, Odoo 16, Odoo 17, Odoo 18
Problem: The ePaymentConnector may not appear on the payment page during checkout if the billing address is associated with one of the selected countries in the Config (tab) and Countries input field. ePaymentConnector will only process payments with billing addresses in Canada or the United States.
Solution: Ensure that the billing address provided by website visitor matches one of the countries selected in the Payment Acquirers > Configuration tab and Countries field. If the field is left empty, ePaymentConnector will be available for all countries, but it will still only process payments from Canada and the United States. Payments from other countries will still fail. If specific countries are added to the list in Odoo, ePaymentConnector will only be displayed for website visitors whose billing addresses are supported.
(Refer to images C2-1 and C2-2.)
Odoo 15
Problem: Invalid Credentials Error During Authentication
Applies To: Odoo 15, Odoo 16
Problem: When entering credentials to activate ePaymentConnector during configuration, the system fails to authenticate, displaying a validation error message in a popup in Odoo.
Solution: Ensure that the correct and valid credentials are entered. Verify the authentication credentials provided by Global Payments and re-enter them, if needed. Confirm there are no extra embedded, leading or trailing whitespaces in the key values.
(Refer to images C3-1 and C3-2)
Odoo 15
Problem: Service Temporarily Unavailable Error
Applies To: Odoo 15, Odoo 16, Odoo 17, Odoo 18
Problem: The message “Service temporarily unavailable, please try later or contact support” appears when there is a service issue from Global Payments, such as API downtime or maintenance.
Solution: Wait for a while and try again later. If the issue persists, contact Global Payments support for further assistance. Regularly check for any scheduled maintenance notifications from Global Payments and Odoo.
Problem: Payment Details Saved for Future Payments Need to be Reentered
Applies To: Odoo 15, Odoo 16, Odoo 17, Odoo 18
Problem: Authorized website users (shoppers) who save payment details for future payments may need to re-enter saved payment details during zero-dollar authorizations if the merchant disables and uninstalls the addon.
Solution: Inform users (shoppers) to re-enter and save their payment details again after any system maintenance or addon reinstallations in your Odoo environment.
Problem: Tokens Not Removed After Uninstallation
Applies To: Odoo 15, Odoo 16, Odoo 17, Odoo 18
Problem: If tokens are not removed, archived, and deleted from the merchant’s portal after uninstallation, it can cause issues when reinstalling ePaymentConnector with reversible tokens.
Solution: After uninstalling ePaymentConnector, make sure that all tokens are properly removed, archived, or deleted from your website portal. This will prevent any conflicts if ePaymentConnector is reinstalled.
Problem: Excessive Activation Attempts
Applies To: Odoo 15, Odoo 16, Odoo 17, Odoo 18
Problem: An unexpected error occurs, displaying a warning about excessive activation attempts within a short time window, restricting further activation attempts.
Solution: Limit the number of activation attempts within a short period. If multiple activation attempts are necessary, wait for a while between each attempt to avoid triggering the restriction. If the issue persists, contact support for assistance.
Odoo 15
Problem: Excessive Usage Attempts
Applies To: Odoo 15, Odoo 16, Odoo 17, Odoo 18
Problem: There is an error message that the card has been blocked for excessive attempts.
Solution: ePaymentConnector is designed with preventive measures to protect cards from being locked out due to fraudulent or unintentional repeated usage attempts. ePaymentConnector locks cards after multiple failed attempts within a specific timeframe.
To help reduce the risk of misuse, ePaymentConnector monitors how many times a card is retried unsuccessfully over a few minutes. If incorrect card details are entered repeatedly, ePaymentConnector will automatically temporarily block further attempts to use the card. Specifically, if a card fails 3 times within a minute, it will be blocked for 2 hours to prevent further usage. Users will be notified onscreen about how long they need to wait before making another attempt. Once the block duration has passed, a user can try again.
Odoo 18 – Failed Card Attempt Monitoring & Temporary Locking
