This guide explains how to help customers who may be stuck when using a credit card (within the framework of the ticketing system Infomaniak).

Ask the client for information

Infomaniak's online ticketing system allows customers to securely pay for their purchases with a credit card. For this reason, 3-D Secure authentication is mandatory for all credit and debit card payments.

Ask the client what issue they are encountering to try to resolve it. Here are some typical examples that may be encountered:

Blank window or page that appears

The ticketing system attempts to call up the 3D-Secure page of the client's bank. The blank page indicates that the 3D-Secure option is not activated on their card. The client must contact their bank to request activation of this option.

Unable to complete the payment with the credit card

Make sure the client is using a VISA or MasterCard credit card. Some banks issue cards that are not on these networks. Infomaniak does not accept credit cards on the American Express network.

Authentication notification received, but unable to proceed

The client will need to contact their bank or try with another card.

Issues with credit card payment

It is possible to obtain more information about this type of issue from the Infomaniak Manager.

Please find the order using the order number, email address, or any other client-related information:

1. Click here to access the management of your product on the Manager Infomaniak (need help?).
2. Click directly on the name assigned to the ticketing system related to the event.
3. Click on Sales in the left sidebar.
4. Click on Order in the left sidebar.
5. Search for the order using the information provided by the client.
6. Click on the order number:
   
7. Click on the Transactions.
8. Check the Notes of failed transactions:
    

Cases of incomplete transactions with notes

In the case illustrated above, this is a failure of 3D-Secure double authentication, but the reasons can be various. These notes are the error messages transmitted by the client's bank, and are often just an indication of the type of error. 

Case of non-existent transactions

If the Transactions tab shows a 0 and has no items, the client was unable to initiate the online payment process. They should therefore check if their card is indeed a VISA or MasterCard.

Problem resolution

There are two ways to assist the customer when there are payment issues with the credit card. They must either…

1. … try with another credit card or another payment method.
2. … contact his bank to resolve the issue with the card used.

For other cases

Please gather as much information as possible before contacting Infomaniak support who can conduct further investigations.