Ticketing: solve a credit card problem

This guide explains how to help customers who would be blocked when using a credit card (as part of the ticketing system Infomaniak).

Ask customers for information

Infomaniak's online ticket office allows customers to pay for their purchases securely with a credit card. For this reason, authentication 3-D Secure is compulsory for all payments by credit and debit cards.

Ask the client what the problem is in trying to solve it. Here are some typical examples that can be encountered:

Window or white page that appears

The ticket office is trying to use the 3D-Secure page of the customer's bank. The white page indicates that its card does not have the option of 3D-Secure enabled. The customer must contact his bank to request the activation of this option.

Cannot make payment with credit card

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

Notification for authentication received, but impossible to proceed

The customer will have to contact his bank or try another card.

Credit card-related payment concerns

You can get more information about this kind of problem from the Infomaniak Manager.

Please find the order by means of the order number, e-mail address,or any other information related to the customer:

1. Click here in order to access the management of your product on the Manager Infomaniak (Need help?).
2. Click directly on the nameallocated to the ticket office concerned by the event.
3. Click on Sales in the left side menu.
4. Click on Command in the left side menu.
5. Search for the order using the information provided by the customer.
6. Click on the order number:
   
7. Click on the tab Transactions.‍
8. Check the Notes‍transactions that have not been completed:
   
    

Cases of uncompleted transactions with notes

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

Cases of non-existing transactions

If the tab Transactions indicates a 0 and has no element, the client could not start the online payment process. So he has to check if his card is a VISA card or MasterCard.
 

Problem solving

There are two ways to help the customer with payment problems with the credit card. He must either...

1. ... try with another credit card or other payment method.
2. ... contact his bank in order to solve the problem with the card used.

For other cases

Please have as much information as you can before contact Infomaniak support which will be able to undertake more in-depth research.