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Check a call in the gateway log

See every call between the system and your payment gateway, what was sent and what came back, to find out what happened to a card payment.

How toUpdated

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Open the gateway log when a customer says they paid by card but the booking does not show it, or when a refund to the card did not go through. Every exchange with the gateway is one row.

Before you start

You need permission to see the gateway log and reconciliation. If your role is limited to one branch, you see the calls of your branch only.

Steps

  1. Open Payments and the Gateway log tab. It shows the last 7 days, newest first.
  2. Narrow the list:
    • Gateway: Every gateway, Tap, Stripe, Credimax, AFS, Mastercard or BENEFIT.
    • Action: Checkout (a payment started), Payment check (the system asked the gateway if it was paid), Notification (the gateway told the system), Refund, Cancel checkout, Connection test or Status sync (the automatic check of stuck payments and pending refunds).
    • Result: Any result, Worked or Failed or refused.
    • From and To, and the search Reference or gateway id.
  3. Read the row: When, Gateway, Action, Result (Worked, Failed or Refused, with the gateway's own status word), Reference, Amount and Time taken. A notification whose signature is not valid shows a second chip.
  4. Click the row. The Gateway call drawer shows Result, Gateway status, HTTP status, Signature, Our reference, Gateway id, Amount, Time taken, any Error, the payments it created (In the books, with the gateway fee when the gateway reports it), the Payment link, and What we sent and What came back.

Reading the signature

Chip Meaning
Signature valid The notification really came from your gateway.
Signature invalid The notification did not match your secret. Nothing was recorded from it.
No signature The gateway sent no signature.
No secret set The webhook secret is not saved in Settings → Connections. Add it before you go live.
Not signed This gateway does not sign its notifications.

Note

A notification is never trusted on its own: the system always asks the gateway again before it records a payment. Keys, passwords, card numbers and security codes are removed before anything is saved.

What to look for

  • A Checkout that Worked but no later Payment check or Notification: the customer did not finish, or did not come back to the page. Use Check stuck payments now in Reconcile online payments with the gateway.
  • A Failed checkout with an Error: read the gateway's reason, for example a declined card or wrong keys.
  • Refused with HTTP status 401: the gateway rejected your keys. Check them in Settings → Connections.

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