Frequently Asked Questions

  • Where do I find my transactions?

    In your Ogone account menu, you can easily lookup your transactions by choosing "Operations" and then clicking either "View transactions" or "Financial history", depending on the type of transaction results you're looking for.

    Go to Consult your transactions for more information.

  • How do I know if my payment has succeeded?

    This depends on the payment method and the process behind it.

    Generally speaking, if the transaction status is "9 - Payment requested", no action is required anymore, and you will usually receive the money with the next payout of the acquirer. If the status is "5 - Authorised" (which can be the case for credit card transactions), it means the transaction is authorised but you still need to confirm it to receive a payment.

    A list of possible statuses and their meaning is available in Transaction statuses.

  • What is the difference between View transactions and Financial history?

    If you want to check specific details of an order/transaction or perform maintenance on transactions, you should use View transactions.
    Financial history is the most convenient to periodically check incoming and outgoing funds per (batches of) transaction(s), and perform reconciliation.

    For more information, go to View transactions vs Financial history

  • With which status can I send my goods/deliver the service?

    By default you can send goods or deliver your service once a transaction has reached the status "5 - Authorised" or "9 - Payment requested". However, although status 5 is a successful status, it's only a temporary reservation of an amount of money on the customer's card. A transaction in status 5 still needs to be confirmed (manually or automatically), to proceed to status 9, which is the final successful status for most payment methods.

    Go to Transaction statuses for more information.

  • What does the green thumbs-up icon mean? Will I receive my money?

    A full green thumbs-up icon means that the transaction was completed with a 3-D Secure authentication method, such as Digipass or a card reader. However, it doesn't necessarily mean the payment itself was processed successfully. Therefore, you should always check the transaction status to know whether you'll receive your money.

    Go to Transaction statuses for more information.

  • Why haven't I received my money, even though the transaction status is 9?

    Once a transaction reaches status 9, meaning that the customer has paid, the acquirer or bank will deposit the money to your account. The time when this payout occurs differs per payment method and acquirer. We recommend you to check directly with the acquirer or bank, if you believe you're not receiving your money in a timely manner.

  • How do I refund a payment?

    You can easily refund a payment with the "Refund" button in the order overview of a transaction (via View transactions). If your account supports it, you can also make refunds with a DirectLink request or with a Batch file upload (for multiple transactions).

    Please note that the Refunds option has to be enabled in your account.

    Go to Maintain your transactions for more information.

  • What is the difference between a refund and a cancellation?

    You can only perform refunds on transactions for which the funds have already been transferred to your bank account.

    A cancellation or deletion can be done before a payment has been fully processed, i.e. before the daily cut-off time at the acquirer, at which point all transactions of the previous day are processed.

    To know the cut-off time of the acquirer, we recommend you to check directly.

  • I refunded a transaction, but it is in status 7. Did the refund succeed?

    Status 7 (Payment deleted) means you cancelled/deleted the payment before it was processed, whereas a status 8 (Refund) only applies after the payment is processed.

    Go to Transaction statuses for more information.

  • Why can't I refund my payment?

    There are different reasons why you can't refund a transaction. You need to consider the following (with the condition that the Refund option is enabled in your account):

    • The transaction is in an "incomplete" status, such as a pending or erroneous status (91, 93 etc.) that doesn't allow the refund operation.
    • If the transaction is authorised (status 5), at which point no payment has been made yet. In this case you have to cancel the authorisation instead of refund.
    • The used payment method doesn't support the refund functionality, which can be the case with certain debit cards, web banking methods and "offline" payment methods such as Bank transfer.
  • Where can I see the log data of a transaction?

    You can find all the transaction data and history in the transaction overview, via View transactions and Financial history in your Ogone account.

  • How do I register with Ogone?

    Simply click 'Open a free test account' on the Ogone website and fill in a short form.
    As soon as we've checked your details, we'll email you a temporary password.

    Once you've received your temporary password, you'll be able to log in using the ID you registered with.

    To complete your registration and fully activate your account, please complete the steps listed on your account’s home page.

  • What is a PSPID?

    PSPID stands for payment service provider ID.

    The PSPID is the name you're registered with at Ogone to identify the business your account is linked to.

    You need your PSPID and password to log in to your Ogone account.

  • What is an acquirer?

    An acquirer is a financial institution that processes payments from certain credit and debit cards. The acquirer is responsible for the financial part of transaction processing and Ingenico ePayments is responsible for the technical part. In other words, without an acquirer you won't get paid.

    For every online payment method you want to add, you need an acceptance contract with an acquirer. If you'd like advice on which acquirer would be best suited for you and your region, please contact our Sales team at sales.ecom@ingenico.com. If you know which acquirer you want to work with, you can simply select them from the drop down list when adding a payment method in your account.

    But why not let us take care of it for you? Ingenico Full Service allows you to activate many local payment methods, all at once and in several different countries – with one single contract. If you trade internationally, it could be the ideal way to accept payments from all across Europe. It saves you time-consuming administration and because you can offer more payment methods, it can also increase your revenues.

    Find out more about Ingenico Full Service by asking admin.ecom@ingenico.com to send you contract information.

  • Do you offer Shopping Cart solutions?
  • How long will it take to activate my account?

    As soon as you've completed all the necessary steps and we've received all the relevant documents and a signed contract, we'll activate your account. The quicker you can complete these steps and send us the documentation, the quicker we can open your account.

    Bear in mind that you need at least one active payment method before we can activate your account and it may take your banks and/or acquirers several days to activate a payment method. 

  • Can I get a copy of my invoice?

    All your invoices are available on our secure website (back office). To get a copy, go to the account menu, click 'Configuration', click 'Billing', and then select the invoice you wish to download.

    If you'd like to receive a copy of an invoice by post, please contact our Admin team by raising a support ticket when logged in to your account or sending an email to admin.ecom@ingenico.com

  • How do I register with a credit card acquirer?

    When you log in to your Ingenico ePayments account to select payment methods you want to accept, you can also choose the acquirer you want to work with. Ingenico ePayments will send your contact information to the acquirer by email, and they will get in touch with you directly with a contract for you to sign. 

    The time it takes to set up this affiliation will vary. It can take anywhere from 10 days to up to 3 months so we strongly recommend you contact an acquirer as soon as possible.

    But why not let us take care of it for you and help you save time? Ingenico Full Service allows you to activate many local payment methods all at once, and in several different countries, with one single contract. If you trade internationally, it could be the ideal way to accept payments from all across Europe. It saves you time-consuming administration and because you can offer more payment methods, it can also increase your revenues.

    Find out more about Ingenico Full Service, or ask admin.ecom@ingenico.com to send you contract information. 

  • What is the back office?

    The Ingenico ePayments back office is the secure website where you manage your Ingenico ePayments account. Once you've logged in, you can check and edit your administrative details, manage your payments, add new payment methods, change your technical settings and much more.

    To log in, you simply need your payment service provider ID (PSPID) and your password. 

  • What is a USERID?

    A USERID identifies the specific user of an account.

    If your account has more than one user, you log in by filling in your USERID, your payment service provider ID (PSPID) and your password. Please make sure you click on the 'Log in as user' link so that all three fields are displayed.

    If your account only has one user, you won't need a USERID. You'll log in using only your PSPID and password so please make sure your login screen only displays two fields. If you can see three fields, click on the 'Log in as PSPID' link on the bottom of the screen to log in as a merchant. 

  • Can I change my PSPID?

    If you still have a test account, you can change your PSPID (payment service provider ID) when you move to a production account.

    If you want to change the PSPID for an existing production account, our Admin team can open a new account for you. Please note there will be a fee for this service. 

  • Why can't I log in to my Ingenico ePayments account?

    If you're unable to log in to your account using your payment service provider ID (PSPID) and password, it may be due to one of the following reasons:

    1. You could be using your test PSPID and/or password in the production environment, or your production PSPID and/or password in the test environment. You can check the environment at the top of the login screen – it will say either: 'Identification Production' or 'Identification TEST'. To switch environments, use the link under the login fields.
    2. You could be logging in as a merchant on the user screen or as a user on the merchant screen. If you're logging in as a merchant, you'll see two fields: PSPID and Password. If you're logging in as a user, you'll see three fields: USERID, PSPID (optional) and Password. To switch the login screen, click the 'Log in as user' or 'Log in as PSPID' button on the right of the screen.
    3. Perhaps you've typed in your password in the wrong case? Passwords are case sensitive. Try typing your password into a text editor such as Word or Notepad to check the spelling and the case, then copy/paste the result in the password field.
    4. When you submit your login details, if the login page reappears and the information you entered is gone it means your browser is not accepting session cookies. To enable session cookies, go to your browser's settings. If you're unsure how to do this for your operating system and browser version, please check with an IT specialist. 
  • What application should I use on my mobile device?

    Ingenico ePayments Back Office supports the following authenticator applications: Google Authenticator (Android, iOS, BlackBerry), Authenticator (Windows Phone). In general, any application compatible with the TOTP protocol (Time-based One Time Password) should work.

  • How can I deactivate 2-Factor authentication?
    Login to your account, go to Configuration > Password > One Time Password configuration to deactivate 2-Factor authentication.
  • I cannot login using 2-Factor authentication because I lost or reset my mobile device

    Request another admin user on your PSPID to deactivate the 2-Factor authentication for you or contact our Customer Services team for more help.

  • What is the difference between the SHA-IN and SHA-OUT passphrase?

    The SHA-IN passphrase is the key that is used to verify the input parameters of a transaction. The SHA-OUT passphrase is the key that is used to verify the returned parameters, once a transaction is completed.

    Go to SHA-IN and SHA-OUT for more information.

  • What is the difference between Sale and Authorisation?

    In the "Global transaction parameters" tab of your account's Technical information page, you can choose between Sale and Authorisation as the "Default operation code".

    For some payment methods (mainly credit cards), transactions are performed in two steps: the authorisation and the data capture (payment request):

    • During the authorisation step, the transaction amount is either reserved on the customer’s card or account, or the request is matched against a blacklist (for fraud detection).
    • In the data capture (payment request) step, the acquirer is requested to take the reserved amount from the customer’s card or account and transfer it to your bank account.

    Based on these two steps, you can choose between two default operation codes:

    • Authorisation: our system will only ask for an authorisation, in order to have the authorisation and payment request performed separately at different times (the money remains on the customer’s account until a payment request has been performed).
    • Sale: our system automatically requests the payment (transfer of the amount), immediately after a successful authorisation. This procedure is often used for goods/services delivered online.
  • What is the difference between the post-sale URLs and the redirection URLs?

    Both the redirection and post-sale URLs can be used to send feedback to once a transaction is completed. The main difference is that on the redirection URLs no feedback can be sent if the customer has left the payment page before being redirected to a redirection URL, whereas the post-sale URLs can also receive delayed feedback.

    Go to Transaction feedback (e-Commerce documentation) for more information.

  • What are the different ECI values good for, and which one should I use?

    ECI (Electronic Commerce Indicator) values are used to indicate to the acquirer what the source of a transaction is, e.g. MOTO (mail/telephone order), e-Commerce (with and without 3-D Secure), etc.

    In the acquirer agreement is defined exactly what type of transactions you can process, and thus what ECI values can be used.

    With Ogone e-Commerce, the ECI is automatically determined. In case of Ogone e-Terminal, DirectLink and Batch, you can overwrite the default ECI by submitting another ECI value in the transaction details.

    A default ECI value is automatically configured in your Ogone account, based on your account type.

    The ECI values you can configure in your account (via Configuration > Technical information > Global transaction parameters > Default ECI value) are the following:

    ECI value Description
    1 Mail order/Telephone order (MOTO)
    2 Recurring payments coming from MOTO
    3 Installment payments
    4 Manually entered (card present)
    7 E-commerce with SSL encryption
    9 Recurring payments from e-commerce
  • What credit card numbers can I use for testing?

    You can use the following card numbers to make test payments in the test environment:

    Payment method Test card number
    VISA 4111 1111 1111 1111
    VISA with 3-D Secure 4000 0000 0000 0002
    MasterCard 5399 9999 9999 9999
    MasterCard with 3-D Secure 5555 5555 5555 4444
    American Express 3741 1111 1111 111
    American Express with 3-D Secure 3714 4963 5311 004
    Maestro 6759 6498 2643 8453
    Bancontact/Mister Cash 6703 0000 0000 0000 3
    JCB 3530 1113 3330 0000

    In your test account you can find more and/or other test numbers via Configuration > Technical information > Test info.

    Note: You will only see the card numbers relevant to the cards you have activated in the Payment methods section of your account.

  • What is Full Service?

    Full Service allows you to activate many local payment methods all at once, and in several countries, with one single contract. If you trade internationally, it could be the ideal way to accept payments from all across Europe. It saves you time-consuming administration and because you can offer more payment methods, it can also increase your revenue.

    Through our affiliate Ingenico Financial Solutions, we are able to collect the payments from your customers via their local acquirers and send them directly to your merchant account once they have been authorised.

    In your Ingenico ePayments account, your Full Service payment methods will be preconfigured with the affiliation details of Ingenico FS so for each transaction received, they will be able to route the money directly into your merchant account.


    As the payment process with $collect$ is the same as the normal payment process, transactions with $collect$ will work perfectly with any shopping carts that support Ingenico ePayments e-Commerce.
  • How do I activate Full Service?

    We'll send you a contract form to sign and upload, along with some supporting documents. As soon as we receive this, we'll check whether your website includes contact details and general conditions. Once we've verified this, we'll send the request to Ingenico Financial Solutions who will create an account on their side. After the confirmation by Ingenico FS, we will activate the requested payment methods.

    Providing your website is accessible, it shouldn't take more than 72 hours to complete the activation after we've received all requested information.

  • What payment methods can I select with Full Service?

    You can currently select the following payment methods:

    • Bancontact/Mister Cash (BE)
    • Belgian pay buttons of KBC/CBC, ING and Belfius
    • iDeal (NL)
    • Maestro
    • MasterCard
    • Sofort Banking (DE/AT/BE/NL/FR/IT)
    • Giropay (DE)
    • Bank transfer (BE/DE/FR/IT/NL/SK)
    • Visa
    • V Pay

    Look out for more payment methods coming soon as frequently we add new ones to Full Service.

  • How do I link the Ingenico Financial Solutions payouts to my orders?

    With the activation of Full Service, automatically our Reconciliation tool is made available to you. This enables you to easily reconcile the payments you receive on your bank account with the orders/transactions in your Ingenico ePayments account.

  • How do I change the account number I registered for Full Service?

    To have your bank account number for Full Service changed, please send a ticket from the Ticket inbox via the Support section of your Ingenico ePayments account. Our Full Service team will take care of your request. 

  • What is a merchant account?

    A merchant account is a type of bank account that allows you to offer and receive the funds from certain payment methods. Merchant accounts are provided by various banks and financial institutions – known as acquirers.

    You need a merchant account to authorise you to accept certain payment methods before you can start distance selling. If you want to add more payment methods to increase conversion, you usually need to open additional merchant accounts with other acquirers. We can advise you on this and introduce you to the right acquirers for your business.

    Depending on the market you operate in, we can also provide you with a merchant account directly. With Full Service, you're able to activate several payment methods from different acquirers, all at once – and with just one contract. By offering your customers more of the local payment methods they know and trust, you'll increase conversion and boost your online sales.

    To learn more, see our payment methods page.

  • What do I need to start selling online?
    To start selling online, you need a merchant account and a payment gateway.

    A merchant account is a type of bank account, provided by acquirers, that allows you to offer and receive the funds from certain payment methods. A payment gateway connects your web shop to your chosen acquirers so you can receive funds in your merchant account from those payment methods. Payment gateways are provided by payment service providers.

    One of the benefits of choosing Ingenico ePayments as your payment service provider is that we are connected to over 200 domestic and international acquirers, enabling you to offer the right mix of payment methods for your business.

    But that's not all. Depending on the market you operate in, we can also provide you with a merchant account directly via Tunz.com, an affiliate of Ingenico ePayments. With our collecting service, you're able to activate several payment methods from different acquirers, all at once – and with just one contract. By offering your customers more of the local payment methods they know and trust, you'll increase conversion and boost your online sales. 

    To learn more, see our payment methods page.

     

     

  • Can I get a copy of my invoice?

    Your invoices for the last 24 months are available in your Ingenico ePayments account. To get a copy, go to "Configuration" in your account menu, click Billing, and then select the invoice you wish to download.

    If you'd like to receive a copy of an invoice by post, please contact our Admin team by raising a support ticket when logged in to your account, or sending an e-mail to admin.ecom@ingenico.com.

  • How can I change my invoicing data?

    If you want to change e.g. your invoicing address or the way you pay your invoices, please send us an email with your PSPID or a ticket from the Ticket inbox via the Support section of your Ogone account. Our Customer Care team will take care of your request.

  • Can I get my invoice delivered via email?

    Ingenico e-Commerce Solutions is switching to eInvoicing in June 2017. Please ensure that the eContact information in your Ogone account is up-to-date. For more info regarding the switch to eInvoicing and guidance on how to update your eContact information, please click HERE.

  • How long does the activation of the payment methods take?

    The time to activate a payment method depends on the following factors:

    • It takes the acquirer or bank about a week to complete your affiliation. If you already have an affiliation, the activation takes us a few days.
    • Some payment methods require additional checks before they can be activated, e.g. in case of 3-D Secure, which is requested directly at VISA or MasterCard (and not at the acquirer).
    • With Ingenico Collect you can activate several payment methods in one go.
  • Why can I activate MasterCard but not VISA, even though I'm using the same acquirer?

    Even though you are registered at the same acquirer for MasterCard and VISA, only one of the payment methods is "Active". Most likely this is because certain requirements specific to the payment method aren't yet fulfilled. E.g. the 3-D Secure affiliation for MasterCard is a separate process from the affiliation for VISA.

  • What is 3-D Secure and why is it used?

    3-D Secure is a way to authenticate online transactions, similar to enter a PIN code or writing a signature for a transaction on a physical terminal in a shop or restaurant. It was initially developed by VISA under the name 'Verified by VISA' and was soon adopted by MasterCard (SecureCode), JCB (J/Secure) and American Express (Safekey®).

    There are several forms of 3-D Secure authentication. Depending on the customer's bank and originating country, it can be using a card reader or digipass, entering a PIN-code, or entering a piece of data that only the cardholder can know. 3-D Secure allows merchants selling online to request customers to verify they are the genuine cardholder to help reduce instances of fraud.

    Learn more about our fraud prevention solutions ...

     

  • What is phishing?

    Learn more about our fraud prevention solutions Phishing is a derivative of the word "fishing". The replacement of the 'f' by 'ph' is probably based on an abbreviation of the expression "password harvesting fishing".

    Phishing operators use emails, hypertext links and Internet pages to redirect you to fake websites where you will be asked to disclose confidential data such as your bank account details or credit card number. A malicious email generally asks you to confirm your password, bank details, account numbers, credit card details or other similar data by clicking on a link contained in the message. This link then directs you to a fake page with an address that is almost identical to that of the original site.

    Prevention:

    • Be careful with emails.
    • It is very easy to fake a sender's address: the author of the email you receive is not necessarily the service provider you believe it to be.
    • Do not reply to emails asking you to enter personal data. Service providers such as Ingenico, banks, credit card issuers, etc. will never ask you to disclose your password, credit card number or other personal information by email.
    • Enter links manually. Do not click on any links contained in suspicious messages: enter the URL address manually (for example, the address of your bank, the Ingenico ePayments platform) or look for it in your Favourites. Links contained in fraudulent emails can direct you to fake websites. The differences in the URL addresses are often very difficult to spot. The appearance of the site can also be deceptive.
    • Check the encryption of Web pages. Before entering any of your personal details in a website, check that the site encrypts personal data by looking for https ("s" for secure) in the Web address and a closed padlock or non-broken key icon in your browser. Unfortunately, the padlock icon (and the key) can be forged on certain systems. Check that you are actually on the site you think you are on by double-clicking on the padlock icon to display the site's certificate. Make sure that the name on the certificate and the name in the address bar are the same. If the names are different, you could be on a fake site.
    • Check your bank and credit card statements regularly.
    • Upgrade your computer's security: Enable an anti-phishing filter to identify fraudulent sites before you visit them. Some browsers (e.g. Internet Explorer) have this kind of filter. Otherwise, you can install it as a toolbar. Regularly apply the latest security fixes for your operating system and the software installed on your computer. Install a firewall. Install anti-virus software and keep it up to date.

    What should you do if you become a victim of phishing?

    If you think you have received a phishing email, proceed as follows:

    • IMMEDIATELY change the passwords and/or PIN codes for the online account with the company whose identity has been usurped.
    • SEND the fraudulent message to the company in question. It will generally have a special email address to notify any such attacks. For example, if you receive a phishing email relating to Ingenico e-Commerce Solutions, send it to support.ecom@ingenico.com.
    • NOTIFY the phishing attempt to the relevant authorities (local police, Internet Fraud Complaint Center, Anti-phishing working group).
    • RETAIN all PROOF of the fraud. In particular, in the event of a phishing attempt using an email, do not delete the email, since it contains, hidden in the header, the information required to trace the source of the attempt.

    Ingenico ePayments and communincations:

    • Ingenico e-Commerce Solutions (previously Ingenico ePayments) non-commercial emails are always sent from the ingenico.com domain.
    • Ingenico ePayments will never ask you to disclose your personal financial data or other personal information (password, credit card number, bank account number, etc.) by email.
    • Ingenico ePayments will never request any merchant to perform a payment operation.
    • Ingenico ePayments will never disclose by email any full credit card number.

    Payment Confirmation emails sent by the Ingenico ePayments platform will never contain any attachment.
    If in doubt or if you notice anything suspicious, contact our Customer Care department (support.ecom@ingenico.com).

    For further information:

  • What does the message “An error has occurred; please try again later. If you are the owner...” mean?

    The message "An error has occurred; please try again later. If you are the owner or the integrator of this website, please log into the Ingenico ePayments back office to see the details of the error." is a generic error message which is returned if a specific technical issue occurs at the moment the payment page is called. We don't display the actual error on the payment page, mainly because of security reasons, but also not to confuse your customers.

    In your Ingenico ePayments account, via "Configuration" > "Error logs", you can easily look up the errors that occurred when the generic error message was displayed. The actual meaning of these errors are described on the Possible errors page.

  • What is Paypal seller protection?

    PayPal Seller Protection is a way to make accepting payments through PayPal even more secure and hassle-free. It safeguards your business against losses from charge backs and payment reversals, so that you can:

    • Spend less time dealing with claims of items not received
    • Protect yourself from losing money to payments made with stolen credit cards
    • This enhanced protection is available free of charge when you connect your Magento webshop to Ingenico ePayments's payment processing services, using the latest Ingenico ePayments Magento Extension.

    To qualify for the Seller Protection guarantee, all you need to do is ensure your PayPal transactions include the following shipping details:

    • First name
    • Last name
    • Address
    • City
    • Post code
    • Country code
    • Whenever a buyer makes a claim, chargeback or payment reversal, you simply provide PayPal with proof of delivery or proof of shipment and they will release any held funds.

    You can find out more about our free Magento plug-in and how to accept PayPal and other payment methods through your Magento webshop here.

  • What is payment processing?

    Payment processing is a service that allows websites to sell online by accepting payment via electronic methods such as credit cards, debit cards and bank transfers.

    Provided by payment service providers, payment processing is the technical connection or 'gateway' between a website and the financial institutions or 'acquirers' that govern different payment methods. To put it simply, without a payment service provider you won't get paid.

    Working with Ogone, you will benefit in three key ways. Firstly, our payment gateway is connected over 200 domestic and international acquirers. So, whether you want to take online, mobile or phone payments, we're ideally placed to help you find the right acquirers for your market and offer the payment methods that are preferred by your customers.

    Secondly, through our affiliate Tunz.com, we can collect your payments too. We can help you activate several payment methods from different acquirers with just one contract so you can offer your customers more of the local payment methods they know and trust.

    And finally, as well as processing and collecting payments, we also offer advanced fraud prevention solutions to help businesses accept more safe orders and block more fraudulent transactions.

    To learn more about ways we can help your business, see our solutions page.


     

TLS
  • Am I impacted by this change?

    If you are using HTTP post-sales you might be impacted. The following steps will help you identify if you are compatible with TLS 1.2 or not.

    Step 1: Find your post-sale url.

    For static URL

    1. Go to your Ingenico ePayments back office
    2. Click on “Configuration”
    3. Click on “Technical Configuration”
    4. Click on “Transaction Feedback” 
                 
    5. In this view, you will find the static URLs that are used in your post-sale       
    For Dynamic URL
    Ask your integrator/webmaster to give it to you or ask him to review this guide.
    Step 2: Test your URL
    1. Go to the sslLabs website https://www.ssllabs.com/ssltest/
    2. Enter your post-sale URLs
    3. Click on Submit (You should get a summary after a few seconds)
    4. Scroll down to Configuration/Protocols and ensure you support TLS1.2
    5. Ensure you also support other ciphers than TLS_RSA_WITH_3DES_EDE_CBC_SHA
    Step 3: Results are bad. What should I do?
    • If you got a result where you don't support TLS 1.2
    • If the only cipher suite supported is TLS_RSA_WITH_3DES_EDE_CBC_SHA
    You should contact your integrator/webmaster/infrastructure engineer explaining the situation. They should be able to help you getting up-to-date.
  • Are my shoppers impacted by this change?
    If the cardholder uses a deprecated browser or old device that does not support the TLS 1.1 or TLS 1.2, security protocol, the payment page will not be displayed. There will be no specific warning on the issue. The cardholder will have to upgrade to a newer web browser.
    As a merchant, you could mitigate the risk of lost transactions by advising users to upgrade their browsers.
    The Wikipedia page on TLS provides a complete and comprehensive overview of which browser versions and devices support which security protocols. https://en.wikipedia.org/wiki/Transport_Layer_Security
  • What are the consequences of not being up to date with security protocols?

    The PCI council requires Payment Service Providers like Ingenico ePayments to depreciate older protocols that are no longer considered secure. This means that post-sale exchanges using TLS 1.0 will be considered as not secure by our payment engines and will fail.

  • What is TLS?

    Transport Layer Security (TLS) is a protocol that ensures privacy between communicating applications and their users on the internet. When a server and client communicate, TLS ensures that no third party may eavesdrop or tamper with any message. TLS is the successor to the Secure Sockets Layer (SSL).

  • What is the timeline?
    • For inbound communications (entering the gateway), we already support TLS 1.2. Please note that the system is backward compatible and we do still support previous version of TLS for now. However it is strongly recommended that you upgrade to TLS 1.2 as soon as possible.
    • For outbound communications (coming out of the gateway), TLS 1.2 will be available in our TEST and PROD environment as of April 2017. As of then you are encouraged to upgrade as soon as possible to TLS 1.2 and let us know if you encounter any issue.

    Ingenico ePayments requires all merchants to upgrade their security protocol before April 30, 2018.


  • I use e-Commerce Hosted Payment Page. Am I impacted?

    If you use our e-Commerce Hosted Payment Page product, the transactions are initiated from this product. Therefore there is not impact for the gateway inbound communications. However if you have implemented any of the outbound communications (such as the post-sale or offline status changes), you need to upgrade to TLS 1.2.

  • I use DirectLink (server-to-server). Am I impacted?

    If you use our DirectLink server-to-server product, there is an impact on the inbound communications and you need to upgrade to TLS 1.2.

    Moreover if you have implemented any of the outbound communications (such as the post-sale, or offline status changes), you also need to upgrade to TLS 1.2.

  • Where can I find more information?

    More information can be found in the following official publications:

  • What if I have or can only use TLS 1.1?

    TLS 1.1 will not be deprecated in the near future and can therefore be used. However, for security reasons, we do recommend to always use the latest version of the protocols, and therefore advise to upgrade to TLS 1.2.

  • How can I test my POST-SALE integration?

    Make a test transaction
    Step 1: Setup your test account (You can skip this step if you already have one)

    1. Create a test account and set it up to be connected to your test environment.
    2. Set your POST-SALE URL

    i. Static URL

     

    ii. 

    iii. Dynamic URL: Ask your integrator/webmaster to give it to you or ask him to review this guide.

    Step 2: Perform a test

    You can use the Back Office test pages to perform a test transaction or your usual means (ask your integrator/webmaster). Then you can confirm that the postsale has been received and treated normally. 

    Step 3: Troubleshooting (It's not working)

    Examples https://docs.microsoft.com/en-us/aspnet/web-api/overview/advanced/calling-a-web-api-from-a-net-client



  • What is Ingenico ePayments?

    Ingenico ePayments is the online and mobile commerce division of Ingenico Group. It comprises the following legal entities: Global Collect Services B.V., Global Collect B.V., Ingenico Financial Solutions SA, Ingenico e-Commerce Solutions SPRL, Ingenico e-Commerce Solutions B.V, Ingenico e-Commerce Solutions SAS, Ingenico e-Commerce Solutions GmbH (DE), Ingenico e-Commerce Solutions GmbH (AT), Ingenico e-Commerce Solutions GmbH (CH), Ingenico e-Commerce Solutions Ltd. and Ingenico e-Commerce Solutions Inc. The service offering connects merchants and consumers, by providing the technology to allow our merchants to accept payments for their products or subscriptions sold online.

    As the respective entities that are part of the Ingenico ePayments division,  payments processing and settlement only, any queries related to a website and products sold should be addressed to the company where you made your purchase.


  • Why do I see a charge on my bank or credit card statement from Ingenico e-Commerce Solutions (formerly Ogone), Ingenico Financial Solutions SA (formerly TUNZ.com)?

    As a payment service provider, Ingenico Financial Solutions collects, processes and reports payments on behalf of companies that sell products and services via the internet. These companies have authorized us to debit your account in order to complete your purchase of a product or service.  Please note that Ingenico Financial Solutions is not authorized to provide you with information about entries on your statement. For all inquiries about a payment, please contact the company where you made your purchase directly. However, should you need help with identifying  the merchant, please provide us with relevant information via the contact form here so we can assist you further.

  • Why do I need to confirm my payment with a code?

    This means the bank or financial organization where your card was issued requires you to verify your ID to prevent anyone else from using your credit card - for instance if your card was lost or stolen.

    If you experience any difficulties during this verification process or if you have any further questions, we advise you to contact your bank or the company who issued your credit card. As it’s your bank that requires you to verify your identity, Ingenico ePayments has no involvement in this process.

  • How do I know if my payment was successful?

    After you've entered your payment details, you'll normally get an order confirmation message on the screen and/or by email.
    If you haven't received any confirmation, you should contact the web shop where you placed your order to find out if your transaction was successful.
    Please note, the Ingenico entities are not authorized to provide you with this information. 

  • Where's my order? I've paid but haven't received my order yet.

    To get the status of your order, you have to contact the website where you placed the order. The Ingenico entities do not hold any details about your order so cannot provide you with this information.

  • How can I cancel my order or get a refund?

    To cancel your order or get a refund, you need to contact the website you placed your order with. The Ingenico entities cannot cancel your order or refund your payment, only the company you placed your order with can do this. 

  • Why has my payment been declined?

    Ingenico ePayments does not accept or decline payments, we merely transmit the information to the bank or credit card company used by the website where you placed your order. If your transaction is unsuccessful, it's because your bank or credit card company has declined the transaction.

    Possible reasons why your payment was declined:

    • Your type of card is not accepted by this website
    • Your card is expired
    • There is no more credit available on your card

    Possible actions you can take:

    • Choose another payment method
    • Re-enter your information
    • Contact the website for more information, making sure you give them your order details

    Please note, no money gets transferred through Ingenico e-Commerce Solutions legal entities when making a payment to a website. We simply make sure the transaction data reaches the banks and credit card companies securely.

  • I am not happy about the service, what can I do?

    If you have paid but haven’t received your order within a reasonable time frame, the first step is to contact the merchant.

    If you're unable to receive a satisfactory response from the merchant, you could under certain conditions ask your bank to reimburse your payment.

    Please be aware that this might create additional costs for you and the merchant. 

    Another option would be to contact a consumer organization to check your rights.

    Please note, the Ingenico entities cannot give you any information regarding your transaction – only the merchant involved can do that.

  • I want to pay for my order. How do I get the bank details?

    Any queries related to ordering and making payments to the appropriate bank accounts should be addressed to the company relevant to your purchase.

  • I have made a payment, but I forgot to mention the (correct) Payment Reference. What do I need to do?
    In case you forgot to mention the Payment Reference when transferring the payment to our account, we would advise you to contact the merchant directly. The merchant is able to assist you further with locating the payment and making sure the payment will end up in the right place.

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