What to do if a customer encounters difficulties with a credit card

This guide explains how to assist customers who may encounter issues when using a credit card on the Infomaniak ticketing platform.

Request Information from Customers

Ask the customer what issue they are facing. The information provided may already indicate the source of the problem. Here are some typical examples that customers may encounter:

• I see a blank window or page: Our ticketing system tries to access the customer's bank's 3D-Secure page. The blank page indicates that their card does not have 3D-Secure enabled. The customer needs to contact their bank to activate this option.
• I cannot make a payment with my credit card: Ensure that the customer 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.
• I receive a notification for authentication, but I cannot proceed: The customer will need to contact their bank or try with another card.

What to Do in Case of Credit Card Payment Issues

You can obtain more information about such issues from your administration console. Please locate the order using the order number, email address, or any other customer-related information.

1. Log in to your Infomaniak account.
2. Go to the Ticketing section.
3. From the left menu, under Sales, click on Order.
4. Locate the order using the information provided by the customer.
5. Once on the order page, click on the Transactions tab.
6. Check the Notes of transactions that did not succeed.
   
   

Case of Incomplete Transactions with Notes

In the example above, it's a failure of the double authentication through 3D-Secure, but the reasons can vary. These notes are error messages transmitted by the customer's bank and often provide an indication of the type of error.

Case of Nonexistent Transactions

If the Transactions tab shows a 0 and has no elements, it means the customer could not initiate online payment processes. Therefore, they should check if their card is indeed a VISA or MasterCard.

Problem Resolution

There are two ways to assist the customer with credit card payment problems:

1. Try with another credit card or a different payment method.
2. Contact their bank to resolve the issue with the card they used.

For Other Cases

Please gather as much information as possible and contact our support service for further investigation.