User help sheets for a request support to other technical information.
Before creating a ticket
Some points you can check beforehand :
- Authentification : are you rightly authenfied?
- Environment : are you on the right backoffice and api environment ?
- Authorization : Do you have the necessary authorizations to realise your operation? Do you have an http 403 error (authorization error) ?
- Http error : Do you have an http error code ? (ref-api http code)
If you have a 500 error code, please contact the technical support immediately!
Information to be given
- Dates and hours of events
- Link (url) of web page(s) where you have witness a problem
- One or more screenshots, ideally a video (Cloudapp allows you to make a video of a Google Chrome browser page)
- An uuid (or id) of operations (transactions, refunds, payments, etc…), with his name.
These informations you can provide will allow us to help you more efficiently.
The back-office has 2 environments, one for testing (RCT) and one for production (PRD).
We identify the environment at the level of the url, if the mention of "test" is made at the beginning of the url then you are in the test environment otherwise you are in production environment.
- Back-office of test :
- Back-office of production :
Right click on the web page, click on "Inspect the element" or "Inspect", then go to the "Network" tab, reload the page and look at the "status" column. You can find the different http codes in the ref-api documentation too.
For the firefox browser, there is a color code for the http codes, green or white when it is normal and red when it is an error.
The different http codes :
Code 200 or 204: Ok
This code means that the request has been correctly executed.
Code 307 : "CHECKENROLLMENT"
This code appears when a transaction is in 3DS and the 3DS validation is missing.
Code 400: BAD REQUEST
This code means that the request sent is not correct, a parameter or a rule is not correct.
Code 401: UNAUTHORIZED
This code means that the authentication parameters are missing in the request.
Code 402: PAYMENT_REQUIRED
This code means that the payment authorisation was denied.
Code 403: FORBIDDEN
This code means that there is a bad authentication and entitlement or authorisation problem. This means that you are not authorised to make this request.
Code 404: NOT FOUND
This code means that the request was not found or does not exist.
Code 500: INTERNAL SERVER ERROR
This code means that there is a server error. If you have this error, contact technical support quickly with the items advised in "Technical support request".
What is an uuid ?
A uuid is the identifier of each object contained in the api, it is unique to each object and allows to find any object with an identifier.
Object : payment, transaction, refund, card, etc...
Where can I find an uuid or id ?
- Example of uuid :
- Example of id (name uuid too) :
On the platform, Webhook event services have been implemented to allow you to receive an email notification when certain types of events occur on a transaction related to the point of sale or related to the account (See all possible event types here)
How to create hooks in the centralpay back-office ?
First, go to the hooks page and start creating a hook:
Creating a new hook :
Selection of events :
Selection of sales outlet(s) and/or account(s) :
Validate the creation of the hook with "send":
The hook can be found in the list of hooks, click on the magnifying glass to display the hook page :
Displaying hook details :
To check the reception of hooks, we advise you to use the http://webhook.site service. Enter the url given by the site, and run your tests. Once you are satisfied with the hooks responses, you can replace the url with your own and run the test again.
When you replace the url with your own, you should not put the port number in the url ! (it will not work)
- Home of the webhook site, where you can find the test url :
Do not close the webhook page when you perform your tests with the url provided by the site!! The page is unique and will not be recoverable once closed.
It is on this same webhook page that the hooks will appear.
- Example of hook :
List of sales outlets :
It is at the level of the points of sale that the e-mail address that will receive the hooks is configured :
It is possible to add another language than the default one using the "email templates" set up with the scenarios.
Link from the API documentation to the templates (after Scenario).
The email templates are located at the scenario level.
On the email templates page, select a template you want to use or create a new template with "Create".
If no email template has been created before, make sure to create a header and a footer first.
In the created or modified template, fill in the different fields and select the language to add.
The fields for formatting the template appear.
Once the template is completed, you can view the rendering of the email template. Finally, click on "Send" to validate the template.
Once sent, the language added to the email template is accessible in the language options throughout the backoffice.
- Check that the Authorized Custom form Host field is filled with the url of your site
- Check that the Merchant Public Key field is filled in
- Check you are in the right environment (RCT or PRD)
The cardtokens can be used only one time and in limited time (5 minutes).
- At the beginning of enrollment :
- You can make a request to the support to remove the enrollment and start over.
- After choosing the enrollment type or workflow (Self-employed, company, individual…) :
- You can make a request to your agent or the support to undo what has been done and return right after this step.
During a transaction at the time of the payment, Centralpay makes an authorization request to the cardholder's bank, and the bank returns its answer with a code.
In case of a refusal code from the bank, you can consult "Bank authorization return codes" which can help you.
You can also consult all the return codes here.
To find out the return code given by the cardholder's bank for a transaction
Go to "Card transactions" then "Search" then display the transaction with ">":
Finally go to the "Advanced" tab :
In this tab, we find the details of the status of the transaction, including the return of the bank named "Bank code". In the "Bank code" value, we find the code number with its meaning.
The answer of the holder's bank is his own choice and totally independent from Centralpay. Centralpay does not have any additional information to the answer given by the bank and has no way to obtain it.
Some transactions may have a FAILURE or NOT_ACCEPTED status :
1 - "FAILURE" status :
This transaction status appears when the bank chooses to reject the transaction. In the "Advanced" tab, you can find out the reason given by the bank with the "Bank Code".
In the case of the bank code is "A1 - Repli VADS" and the bank message "Soft Decline", the bank has declined your transaction due to a lack of securisation. You can retry your transaction with 3DS to settle this problem.
More information on the bank codes here.
2 - "NOT_ACCEPTED" status :
This transaction status appears when an acceptance rule is not respected by the transaction. In the "Advanced" tab, you can see the acceptance rule that has blocked the transaction.
To find out which acceptance rules your transactions are subject to, go to "Security" then "Acceptances" :
More details on the acceptance rules here.