Error messages and their solutions

When sending requests to the payment gateway, you may encounter error messages that the payment gateway returns. You can find a list of notifications in the Client Portal under Integration > Test Logs (the user account in the Client Portal must have the Tester role). We send notifications in aggregate by email to the address you have selected as the contact for sending error messages. The most common error messages and their solutions are listed below. Please refer to the API documentation for a detailed technical description.

Errors when setting up a payment (calling endpoint create)

These messages can be found in the test log in the Client Portal, we do not send them via email. You need to check for error conditions when creating a payment (or calling other API methods). 

Setting up payments from an unauthorized server IP address

The error message means that the e-shop is setting up payments from an unauthorized server IP address. You can enable IP addresses yourself in the Client Portal under Integration > Store Settings > Store Connection.

IP addresses do not need to be defined individually, but can be entered as a range. That is, an IP address followed by a slash and a number specifying the number of locked bits of the address (called the netmask). For example, the entry 192.168.1.0/24 allows an IP address starting with 192.168.1. with any last number.

Incorrect combination of country and currency parameter

The error message means that the e-shop is setting up a payment with the parameter country SK and currency CZK, a combination that is not possible. For the country SK parameter you need to use the currency EUR parameter, for the country CZ parameter you need to use the currency CZK parameter. 

The error message means that the e-shop is setting up a payment with an incorrect country parameter NL. The country parameter is not related to the country from which the customer is buying, but to the payment gateway methods. Therefore, if the e-shop is setting up payments in CZK, the country parameter must be CZ. If the payment is in EUR, the country parameter must be SK.

Incorrect method parameter

The error message means that the e-shop is setting up a payment with an incorrect parameter of the Česká spořitelna bank button method. The correct parameter of this method is BANK_CZ_CS_P. The list of allowed methods and their parameters can be found in the Client Portal in the Integration > Store Settings section.

Incorrect payment parameter

Check the parameters of the payment log, which you can find in the Client Portal under Integration > Test Logs. In this case, for example, the merchant parameter may be incorrectly filled in (often the merchant parameter contains the wrong e-shop URL instead of the link ID). It can also be a combination of a bad log. For example, SOAP is set in the link, but the client sends an HTTP POST or vice versa. Alternatively, it could be a misspelled password (secret parameter).

Incorrectly filled account parameter

The error message means that the e-shop is setting up a payment with the account parameter filled in, even though it has only one default account set up for the payment. This parameter is only for cases when the merchant wants to have multiple payout accounts for one currency.

Setting up a live transaction in a test environment

The error message indicates that the e-shop is setting up a live transaction at a time when it has not yet been approved for production operation. At this time, only test transactions that have the parameter test=true can be created by the e-shop. It is only possible to set up live transactions that have the parameter test=false after the payment gateway has been put into live operation.

Errors when transferring status to the e-shop

The payment gateway sends a notification of the changed status to the e-shop in response to a payment or cancellation. Several errors may occur during such status transmission. The payment gateway logs the errors to the Client Portal under Integration > Test Logs (the user account in the Client Portal must have the Tester role). Notifications are summarized by email to the address you have selected as the contact for sending error messages. The most common error messages and their solutions are listed below. Please refer to the API documentation for a detailed technical description.

When the Comgate server tries to pass the payment status (PAID or CANCELLED) to the merchant's server.

E-shop does not accept the passed payment status

This error message does not affect the functionality of the payment gateway, so the payment will proceed as normal. It indicates that the e-shop does not accept the correct transmission of payment status information.

In order to accept the payment status correctly, you need to confirm the acceptance with HTTP code 200. Any other HTTP code will trigger an error and retransmission of the payment status information.

You must also have the correct return URLs set up in the store link, which can be found in the Client Portal under Integrations > Store Settings > Store Linking.

E-shop does not accept passed payment status + redirection limit exhausted

This error message does not affect the functionality of the payment gateway, so the payment will proceed as normal. It indicates that the e-shop does not accept the correct transmission of payment status information.

The information is transmitted via POST protocol. It is likely that the e-shop server will perform a GET redirect before the actual response. This is not accepted by our side. You need to check if the redirection is performed by a plugin - typically in this case the problem is in the SEO plugin.

You also need to have the correct return URLs set in the store linking, which you can find in the Client Portal under Integration > Store Settings > Store Linking. 

At the same time, the limit for redirecting the payer to the URL where the payment should be made has been exhausted here.

Problem with SSL certificate

The error message indicates a problem with the SSL certificate. Check the validity of your SSL certificate. If the problem persists, contact technical support at support@comgate.cz.