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New Website / App status still "Pending" after 4 days #1405

Closed unclemuzy closed 4 years ago

unclemuzy commented 4 years ago

First time trying to integrate the VivaWallet payment gateway / wordpress plugin for a new ecommerce site and having some problems.

I am following the documentation found at https://developer.vivawallet.com/e-commerce-plugins/woocommerce/ however the newly created Website/App is still marked as Status "Pending" after 4 days

Any sugegstions as to what I am overlooking / doing wrong?

matthewrgourd commented 4 years ago

Hi @sab1709, thanks for raising this. Regarding your new payment source still being in pending, you should have received an email from us with some instructions. Have you checked your spam? If you can't find this please email me at mgourd@vivawallet.com with your Merchants ID / business name and I'll check your account.

unclemuzy commented 4 years ago

Hi @matthewrgourd, thanks for the reply, I've emailed you.

matthewrgourd commented 4 years ago

Hi @unclemuzy I gather you've received the email now. Our accounts team will get back to you today, hopefully. If not, please email support@vivawallet.com. Thanks! I'm closing this issue now...

unclemuzy commented 4 years ago

I'm a little lost here, am I to take it that an email has been sent / one of my colleagues has replied to it??

Kind Regards,

On Tue, 25 Feb 2020 at 09:34, matthewrgourd notifications@github.com wrote:

Hi @unclemuzy https://github.com/unclemuzy I gather you've received the email now. Our accounts team will get back to you today, hopefully. If not, please email support@vivawallet.com. Thanks! I'm closing this issue now...

— You are receiving this because you were mentioned. Reply to this email directly, view it on GitHub https://github.com/VivaPayments/API/issues/1405?email_source=notifications&email_token=AJMMDWOOWHGLVKSDZUYC74LRETQ2TA5CNFSM4K2HM46KYY3PNVWWK3TUL52HS4DFVREXG43VMVBW63LNMVXHJKTDN5WW2ZLOORPWSZGOEM3HNTI#issuecomment-590771917, or unsubscribe https://github.com/notifications/unsubscribe-auth/AJMMDWJTRQGIILNRC6RHYSLRETQ2TANCNFSM4K2HM46A .

matthewrgourd commented 4 years ago

@unclemuzy as far as I'm aware, whoever set up the account has received and replied to an email from us sent to the registered email address. Is it yourself that set up the account or someone else?

matthewrgourd commented 4 years ago

@unclemuzy by way of assistance, the message mentioned that before we can make the payment source active, you need to add [to your website] contact details of the company and other relevant information, such as VAT Identification Number, Email Address, Contact Number and Address of the Head Office.

unclemuzy commented 4 years ago

Thanks Matt,

Nathan, who set the account up, says that he hasn't received any such email this morning. So I am very confused as to where the email may have gone, and who might have replied.

Kind Regards,

On Tue, 25 Feb 2020 at 10:06, matthewrgourd notifications@github.com wrote:

@unclemuzy https://github.com/unclemuzy by way of assistance, the message mentioned that before we can make the payment source active, you need to add [to your website] contact details of the company and other relevant information, such as VAT Identification Number, Email Address, Contact Number and Address of the Head Office.

— You are receiving this because you were mentioned. Reply to this email directly, view it on GitHub https://github.com/VivaPayments/API/issues/1405?email_source=notifications&email_token=AJMMDWKLRHBTGAKJYNY5XV3RETUSBA5CNFSM4K2HM46KYY3PNVWWK3TUL52HS4DFVREXG43VMVBW63LNMVXHJKTDN5WW2ZLOORPWSZGOEM3K7OA#issuecomment-590786488, or unsubscribe https://github.com/notifications/unsubscribe-auth/AJMMDWJKZGBECOKI2JZSGYTRETUSBANCNFSM4K2HM46A .

matthewrgourd commented 4 years ago

@unclemuzy, it would have been sent to bowmanliquids@hotmail.com. Do you know who has access to that email address?

unclemuzy commented 4 years ago

Yep that would be the same Nathan that's telling me that he's not had any emails apart from one that he missed in Jan.

Kind Regards,

On Tue, 25 Feb 2020 at 10:45, matthewrgourd notifications@github.com wrote:

@unclemuzy https://github.com/unclemuzy, it would have been sent to bowmanliquids@hotmail.com. Do you know who has access to that email address?

— You are receiving this because you were mentioned. Reply to this email directly, view it on GitHub https://github.com/VivaPayments/API/issues/1405?email_source=notifications&email_token=AJMMDWPYCGE6ONIRYYI55FLRETZD3A5CNFSM4K2HM46KYY3PNVWWK3TUL52HS4DFVREXG43VMVBW63LNMVXHJKTDN5WW2ZLOORPWSZGOEM3PI5Y#issuecomment-590804087, or unsubscribe https://github.com/notifications/unsubscribe-auth/AJMMDWNJRJJQ6XLZSYR33NTRETZD3ANCNFSM4K2HM46A .

matthewrgourd commented 4 years ago

Ok, I will get them to resend. Or could it have gone in spam? Can you check this also?

unclemuzy commented 4 years ago

Thanks, I've shared the conversation with him and asked him to double check.

On Tue, 25 Feb 2020 at 10:47, matthewrgourd notifications@github.com wrote:

Ok, I will get them to resend. Or could it have gone in spam? Can you check this also?

— You are receiving this because you were mentioned. Reply to this email directly, view it on GitHub https://github.com/VivaPayments/API/issues/1405?email_source=notifications&email_token=AJMMDWM74FCVGITGIJQ2ZODRETZNPA5CNFSM4K2HM46KYY3PNVWWK3TUL52HS4DFVREXG43VMVBW63LNMVXHJKTDN5WW2ZLOORPWSZGOEM3PRKA#issuecomment-590805160, or unsubscribe https://github.com/notifications/unsubscribe-auth/AJMMDWNXGEELCNNWMWJKLI3RETZNPANCNFSM4K2HM46A .

matthewrgourd commented 4 years ago

Hi @unclemuzy I'm told the payment source is now live. Thanks.

unclemuzy commented 4 years ago

thank you

unclemuzy commented 4 years ago

Hi Matt,

I've just placed a test transaction through and it's taken me to the following URL https://demo.vivapayments.com/web/newtransaction.aspx?Ref= and presented a 404

Any ideas?

On Tue, 25 Feb 2020 at 12:35, matthewrgourd notifications@github.com wrote:

Hi @unclemuzy https://github.com/unclemuzy I'm told the payment source is now live. Thanks.

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matthewrgourd commented 4 years ago

Hi there, sorry to hear this. So I can investigate further, please send through the following screenshots if you can:

Thanks!

unclemuzy commented 4 years ago

As requested [image: image.png] [image: image.png] [image: image.png]

On Tue, 25 Feb 2020 at 12:49, matthewrgourd notifications@github.com wrote:

Hi there, sorry to hear this. So I can investigate further, please send through the following screenshots if you can:

Thanks!

— You are receiving this because you were mentioned. Reply to this email directly, view it on GitHub https://github.com/VivaPayments/API/issues/1405?email_source=notifications&email_token=AJMMDWIDFVGSVYDVPLJNPT3REUHUJA5CNFSM4K2HM46KYY3PNVWWK3TUL52HS4DFVREXG43VMVBW63LNMVXHJKTDN5WW2ZLOORPWSZGOEM32RPI#issuecomment-590850237, or unsubscribe https://github.com/notifications/unsubscribe-auth/AJMMDWPZSLKGFWOVMKIPF5LREUHUJANCNFSM4K2HM46A .

matthewrgourd commented 4 years ago

Hi @unclemuzy those screenshots aren't coming through. Can you try again?

unclemuzy commented 4 years ago

image image2 image3

matthewrgourd commented 4 years ago

Hi @unclemuzy can you try placing a transaction again, but with test mode deselected?

unclemuzy commented 4 years ago

it works ourtside of test-mode, however I am looking to be able to test the payment gateway, make example transactions and test things like order and transaction emails / refunds and so on, and I do not want to have to use a live credit / debit card and incur charges / costs during this process.

On Tue, 25 Feb 2020 at 14:08, matthewrgourd notifications@github.com wrote:

Hi @unclemuzy https://github.com/unclemuzy can you try again, but with test mode deselected?

— You are receiving this because you were mentioned. Reply to this email directly, view it on GitHub https://github.com/VivaPayments/API/issues/1405?email_source=notifications&email_token=AJMMDWJKNZTWVYPSKYE7GQLREUQ7PA5CNFSM4K2HM46KYY3PNVWWK3TUL52HS4DFVREXG43VMVBW63LNMVXHJKTDN5WW2ZLOORPWSZGOEM4C23A#issuecomment-590884204, or unsubscribe https://github.com/notifications/unsubscribe-auth/AJMMDWI7NS5ZUMNCMJDRYCTREUQ7PANCNFSM4K2HM46A .

matthewrgourd commented 4 years ago

Hello again, when using test mode you need to use the demo credentials (Merchant ID and API Key) available from here: https://demo.vivapayments.com/selfcare/en/security/apiaccess rather than the production credentials available from the equivalent page on live. If you've not set up your demo account yet, please sign up here: https://demo.vivapayments.com/

unclemuzy commented 4 years ago

Good morning Matthew,

Sorry to reopen this ticket but I noticed that the Website/Api has gone back to being "Pending" after I migrated the website to the live domain and updated the settings in your control panel. I appreciate this will need a review, but I would be grateful if you could keep an eye on it / expedite this for me as I am dreading it taking 4+ days again to resolve..

Thanks in advance,

Kind Regards, -Stefan

On Wed, 11 Mar 2020 at 12:05, matthewrgourd notifications@github.com wrote:

Closed #1405 https://github.com/VivaPayments/API/issues/1405.

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matthewrgourd commented 4 years ago

Hi Stefan, sorry to hear – not sure why that is. Am checking now...

unclemuzy commented 4 years ago

Hi Matthew,

Can we please get an update or ETA on this issue as this is a live / customer facing domain and I need to plan accordingly.

Thanks

On Fri, 20 Mar 2020 at 09:42, matthewrgourd notifications@github.com wrote:

Hi Stefan, sorry to hear – not sure why that is. Am checking now...

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matthewrgourd commented 4 years ago

Hi @unclemuzy, sorry for the delay. I received a reply back from my colleague as below:

the website is inaccessible for the moment. We have send an email with all the required elements to be integrated in the URL.

Did you receive the email?

unclemuzy commented 4 years ago

I've just called my colleague Nathan and asked him to check the registered email account, in the mean time is there any chance you will be able to forward it to me directly in case he's unable to access his work computer remotely?

unclemuzy commented 4 years ago

The only email received by my colleague today has been one that says the domain is approved and you're now able to send transactions through this source.

image

unclemuzy commented 4 years ago

Obviously this isnt requesting any additional information, and contradicts the current status of "Pending" ?

matthewrgourd commented 4 years ago

Hi @unclemuzy, sorry for any confusion. Will update you in a minute.

matthewrgourd commented 4 years ago

Hi @unclemuzy, another email has been sent just now requesting that Viva Wallet is added (to the website) as a payment solution. After that we can make the payment source active.

unclemuzy commented 4 years ago

Can you please copy that to me directly as I'm not sure if I will be able to get that from my colleague now (given the time) and obviously I want to resolve this matter as quickly as possible.

matthewrgourd commented 4 years ago

Hi @unclemuzy I'm sorry it generally has to be the account holder that receives the emails. But if you can make the necessary changes and email support@vivawallet.com quoting the Merchant ID and other details specific to the company I'm sure it can be done. Thanks!

unclemuzy commented 4 years ago

Hi @unclemuzy I'm sorry it generally has to be the account holder that receives the emails. But if you can make the necessary changes and email support@vivawallet.com quoting the Merchant ID and other details specific to the company I'm sure it can be done. Thanks!

I managed to obtain the email from Nathan and I have updated the footer logos to include the VivaWallet logo as requested.

unclemuzy commented 4 years ago

Please can someone action this and respond? This is a customer facing domain now, and I am very disappointed that the reason it's being held up is over a logo that wasnt requested or advised as being required when the site was hosted on a staging domain when this would not have been an issue.

I understand it is now the weekend, but I would appreciate a response please.

Kind Regards,

T: +44 (0)7798 685 903

On Fri, 20 Mar 2020 at 18:13, Stefan Bailey stefan@emither.me wrote:

Changes have been actioned please action the review

Copying this email to bowmanliquids@hotmail.com for reference

Kind Regards,

E: stefan@emither.me T: +44 (0)7798 685 903 In: /in/stefanbailey https://www.linkedin.com/in/stefanbailey/

On Fri, 20 Mar 2020 at 17:38, bowman specialised liquids . < bowmanliquids@hotmail.com> wrote:

From: Viva Wallet Merchant Support merchants@vivawallet.com Sent: 20 March 2020 17:09 To: bowmanliquids@hotmail.com bowmanliquids@hotmail.com Subject: Viva: Viva Wallet (CC-1252788)

Dear Sir or Madam,

We are emailing you today regarding the approval of the URL: http://crystalclearvapestore.co.uk/ https://nam11.safelinks.protection.outlook.com/?url=http%3A%2F%2Fcrystalclearvapestore.co.uk%2F&data=02%7C01%7C%7C38031f0447054810939b08d7ccf17774%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C637203209767442697&sdata=kbhHlS7qHRLWqVXwHC9Zfhoma4MUTRDeS%2F4TAsOvVyg%3D&reserved=0

Before we can process the approval of the site, it is necessary to include Viva Payments as an online payment solution using the HTTPS protocol (at least at the payment stage). Please see the link to our Viva Wallet logo here:

https://support.vivawallet.com/hc/en-us/articles/201897841-Can-I-use-the-Viva-Wallet-logo-on-my-website- https://nam11.safelinks.protection.outlook.com/?url=https%3A%2F%2Fsupport.vivawallet.com%2Fhc%2Fen-us%2Farticles%2F201897841-Can-I-use-the-Viva-Wallet-logo-on-my-website-&data=02%7C01%7C%7C38031f0447054810939b08d7ccf17774%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C637203209767442697&sdata=6B8UvVg3ape14ASRgxbiBN8pWiVM6EojHj6OW91R8kY%3D&reserved=0

Once you have actioned the above, please respond to this email to inform us you have done so. We will then be able to proceed to all necessary further steps.

Please note, that if more than 15 calendar days have elapsed and we have not received a response, our company may reject the URL.

Kind Regards,

Merchants Support Dpt CUSTOMER SERVICE

18-20 Amarousiou Chalandriou Ave., Maroussi 151 25 https://nam11.safelinks.protection.outlook.com/?url=https%3A%2F%2Fgoo.gl%2F9jnbo3&data=02%7C01%7C%7C38031f0447054810939b08d7ccf17774%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C637203209767452687&sdata=%2FZVig%2FjEuUUhHBJ%2FOt74Gw3KTsE%2B7hMxYVOAlCac89Y%3D&reserved=0

*T: (+30) 211 760 4000 // F:* (+30) 211 770 7000

merchants@vivawallet.com // www.vivawallet.com https://nam11.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.vivawallet.com%2F&data=02%7C01%7C%7C38031f0447054810939b08d7ccf17774%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C637203209767452687&sdata=9hbGbx%2BuwQ2687pHjX2FU6og3H0bx%2FY2vBf2JisheMA%3D&reserved=0

[image: http://www.vivawallet.com/App_Themes/VivaWallet/Resources/img/vivawallet-logo-dark.png]

Viva Group of Companies

Viva Payments SA (a licensed e-money Institution for operations in the EEA-31 Region) • Viva Services SA • Viva Holdings SA

Disclaimer: This email contains confidential and privileged material for the sole use of the intended recipient. Any review or distribution by others is strictly prohibited. If you are not the intended recipient please contact the sender and delete all copies.

matthewrgourd commented 4 years ago

Hi @unclemuzy I'm sorry there still seems to be some outstanding information our accounts team needs from the person at the registered email address:

Before we can process the approval of the site, you will need to integrate the following:   1) The Terms of Use that need be accepted by the consumer during the distant transaction. You should consult your legal services dept. regarding this. 2) The contact details of the company and other relevant information, such as VAT Identification Number, Email Address, Contact Number and Address of the Head Office.   Once you have actioned the above, please respond to this email via support@vivawallet.com to inform us you have done so. We will then be able to proceed to all necessary further steps.

unclemuzy commented 4 years ago

Hi Matthew,

The information is already displayed on the website clearly and unambiguously

The Company Reg and VAT Number are displayed on the Contact page here: http://crystalclearvapestore.co.uk/contact/

and the full T&C are found via the link in the footer, and during the customer checkout procedure, which can be found here: http://crystalclearvapestore.co.uk/terms-and-conditions/

On Mon, 23 Mar 2020 at 16:07, matthewrgourd notifications@github.com wrote:

Hi @unclemuzy https://github.com/unclemuzy I'm sorry there still seems to be some outstanding information our accounts team needs from the person at the registered email address:

Before we can process the approval of the site, you will need to integrate the following:

  1. The Terms of Use that need be accepted by the consumer during the distant transaction. You should consult your legal services dept. regarding this.

  2. The contact details of the company and other relevant information, such as VAT Identification Number, Email Address, Contact Number and Address of the Head Office.

    Once you have actioned the above, please respond to this email via support@vivawallet.com to inform us you have done so. We will then be able to proceed to all necessary further steps.

— You are receiving this because you were mentioned. Reply to this email directly, view it on GitHub https://github.com/VivaPayments/API/issues/1405#issuecomment-602698140, or unsubscribe https://github.com/notifications/unsubscribe-auth/AJMMDWKKNCBW4YEOE3Q45TLRI6CNTANCNFSM4K2HM46A .

unclemuzy commented 4 years ago

Also the SSL has now been issued and installed, and I have updated the settings in the Website/API configuration also.

Please can you review and advise if this is now sufficient for you to place the integration Live

On Mon, 23 Mar 2020 at 18:07, Stefan Bailey stefan@emither.me wrote:

Hi Matthew,

The information is already displayed on the website clearly and unambiguously

The Company Reg and VAT Number are displayed on the Contact page here: http://crystalclearvapestore.co.uk/contact/

and the full T&C are found via the link in the footer, and during the customer checkout procedure, which can be found here: http://crystalclearvapestore.co.uk/terms-and-conditions/

  • Regards

On Mon, 23 Mar 2020 at 16:07, matthewrgourd notifications@github.com wrote:

Hi @unclemuzy https://github.com/unclemuzy I'm sorry there still seems to be some outstanding information our accounts team needs from the person at the registered email address:

Before we can process the approval of the site, you will need to integrate the following:

  1. The Terms of Use that need be accepted by the consumer during the distant transaction. You should consult your legal services dept. regarding this.

  2. The contact details of the company and other relevant information, such as VAT Identification Number, Email Address, Contact Number and Address of the Head Office.

    Once you have actioned the above, please respond to this email via support@vivawallet.com to inform us you have done so. We will then be able to proceed to all necessary further steps.

— You are receiving this because you were mentioned. Reply to this email directly, view it on GitHub https://github.com/VivaPayments/API/issues/1405#issuecomment-602698140, or unsubscribe https://github.com/notifications/unsubscribe-auth/AJMMDWKKNCBW4YEOE3Q45TLRI6CNTANCNFSM4K2HM46A .

matthewrgourd commented 4 years ago

Hi @unclemuzy, I've chased again. I'm so sorry for the continued delay.

unclemuzy commented 4 years ago

Thank you. I was actually just about to email again as I have had no response to the emails I have sent to support@ In fact, I was on the verge of looking up the phone number to see if I could get through to someone directly.

I simply cannot fathom why these problems were not raised when the website was on my staging domain and have only been mentioned since the site has been made live / customer facing?

On Tue, 24 Mar 2020 at 11:58, matthewrgourd notifications@github.com wrote:

Hi @unclemuzy https://github.com/unclemuzy, I've chased again. I'm so sorry for the continued delay.

— You are receiving this because you were mentioned. Reply to this email directly, view it on GitHub https://github.com/VivaPayments/API/issues/1405#issuecomment-603197364, or unsubscribe https://github.com/notifications/unsubscribe-auth/AJMMDWP3CXL6RGD7QB3XYQ3RJCN5NANCNFSM4K2HM46A .

matthewrgourd commented 4 years ago

@unclemuzy, I'm told the payment source is now active. Once again, apologies for the delay.