Impossible payments on website : Viva Wallet error message

[VivaWalletCustomerSupport]

Hello @akumistudio,

Thank you very much for contacting us. To investigate your issue, we will need more information. Are you using a plugin or custom Smart Checkout integration? Is an error appearing in the payment flow? If you are using a plugin, can you send us a screenshot of your plugin's settings? Thank you in advance.

Kind regards, Viva Wallet E-commerce Support Team

[VivaWalletCustomerSupport]

Hello @akumistudio,

We just wanted to follow up on the reply we sent yesterday. We were simply wondering if you read our response.

In any case this ticket will remain active for at least 24 hours, so that you can come back if you wish.

However, if you have any questions, please don't hesitate to reply here and we'd be happy to help!

Kind regards, Viva Wallet E-commerce Support Team

[xenoveni]

I'm having the same error when trying to pay with card. Paypal works fine but card payment displays this error: I am not able to set the webhooks in viva wallet: I have whitelisted all the IPs mentioned in documentation and my server already disabled a rule in ModSec but I still can't set webhooks. In the viva wallet APIs, I have created smart checkout and woocommerce credentials. In online payments/websites apps I have enabled quick pay and smart checkout. Can you help me fix these issues? What else might be the problem?

[VivaWalletCustomerSupport]

Hello @xenoveni,

Thank you very much for contacting us. We are investigating your issue, I'll let you know as soon as we have an update

Kind regards, Viva Wallet E-commerce Support Team

[VivaWalletCustomerSupport]

Hello @xenoveni,

We made GET-request with your URL as an endpoint and we did not get expected response (200). Everything appears to be correct from our side. I would suggest checking your implementation for errors on why your server doesn't send the correct response.

Kind regards, Viva Wallet E-commerce Support Team

[xenoveni]

If you tested today, I deactivated the viva wallet plugin and switched to stripe. It's been over a week now that no one is helping me with this issue and my customers were unable to complete their orders. I can enable the plugin again if you want to test the connection again but we will have to be in touch because I can't leave a non working payment method enabled all the time on my live site.

Xenophon Venios

On Tue, Feb 7, 2023, 3:58 PM VivaWalletCustomerSupport < @.***> wrote:

Hello @xenoveni https://github.com/xenoveni,

We made GET-request with your URL as an endpoint and we did not get expected response (200). Everything appears to be correct from our side. I would suggest checking your implementation for errors on why your server doesn't send the correct response.

Kind regards, Viva Wallet E-commerce Support Team

— Reply to this email directly, view it on GitHub https://github.com/VivaPayments/API/issues/2321#issuecomment-1420818444, or unsubscribe https://github.com/notifications/unsubscribe-auth/ANH4BICCD5RMAGPV2W6XJTDWWJIHJANCNFSM6AAAAAAUOAA2NY . You are receiving this because you were mentioned.Message ID: @.***>

[xenoveni]

I enabled the plugin again and hid it using some css. You can run the tests again.

Xenophon Venios

On Tue, Feb 7, 2023, 4:04 PM Xenophon Venios @.***> wrote:

If you tested today, I deactivated the viva wallet plugin and switched to stripe. It's been over a week now that no one is helping me with this issue and my customers were unable to complete their orders. I can enable the plugin again if you want to test the connection again but we will have to be in touch because I can't leave a non working payment method enabled all the time on my live site.

Xenophon Venios

On Tue, Feb 7, 2023, 3:58 PM VivaWalletCustomerSupport < @.***> wrote:

Hello @xenoveni https://github.com/xenoveni,

We made GET-request with your URL as an endpoint and we did not get expected response (200). Everything appears to be correct from our side. I would suggest checking your implementation for errors on why your server doesn't send the correct response.

Kind regards, Viva Wallet E-commerce Support Team

— Reply to this email directly, view it on GitHub https://github.com/VivaPayments/API/issues/2321#issuecomment-1420818444, or unsubscribe https://github.com/notifications/unsubscribe-auth/ANH4BICCD5RMAGPV2W6XJTDWWJIHJANCNFSM6AAAAAAUOAA2NY . You are receiving this because you were mentioned.Message ID: @.***>

[VivaWalletCustomerSupport]

Hello @xenoveni,

Could you please provide us the Merchant ID of your account to further investigate your issue?

Kind regards, Viva Wallet E-commerce Support Team

[xenoveni]

Is it safe to provide it here or do you have a private email I can use to send it to you?

Xenophon Venios

On Wed, Feb 8, 2023, 12:27 PM VivaWalletCustomerSupport < @.***> wrote:

Hello @xenoveni https://github.com/xenoveni,

Could you please provide us the Merchant ID of your account to further investigate your issue?

Kind regards, Viva Wallet E-commerce Support Team

— Reply to this email directly, view it on GitHub https://github.com/VivaPayments/API/issues/2321#issuecomment-1422371743, or unsubscribe https://github.com/notifications/unsubscribe-auth/ANH4BIE4CKKO26MXDQNPO63WWNYKHANCNFSM6AAAAAAUOAA2NY . You are receiving this because you were mentioned.Message ID: @.***>

[VivaWalletCustomerSupport]

Hello @xenoveni,

You can share it via email at support@vivawallet.com. As subject please use github with this threads code: 2321.

Kind regards, Viva Wallet E-commerce Support Team

[xenoveni]

I sent you the requested details.

[VivaWalletCustomerSupport]

Hello @xenoveni,

Thank you for the additional information. We will continue our investigation.

Kind regards, Viva Wallet E-commerce Support Team

[VivaWalletCustomerSupport]

Hello @xenoveni,

Thank you for your patience. Further to our checks, the issue regarding your webhooks is not related to your customers not being able to complete their orders. A restriction has been applied to your account and our team is working on resolving it as soon as possible.

About your webhooks, everything appears to be correct from our side. I would suggest checking your implementation once again for errors on why your server doesn't send the correct response.

Kind regards, Viva Wallet E-commerce Support Team

[xenoveni]

Can you send me the webhook again in order to double check that it is correct? I'm following the guidlines from this link. I am following this link structure Also something else I have noticed is that I don't use the "index.php?" in my permalinks. My permalinks are structured like this: Category>product. Could this be the cause? I can't change my permalinks now but I tried removing index.php? from the webhook with no luck. (https://developer.vivawallet.com/webhooks-for-payments/transaction-payment-created/)

[xenoveni]

Edit: The payment issue has been fixed, thank you for your help. Now the only issue still present is the webhooks.

[VivaWalletCustomerSupport]

Hello @xenoveni,

Thank you for the feedback. Kindly note that we cannot identify an issue in our end. We kindly advise you to contact your hosting provider. You should ensure that there is no restriction rule applied that blocks the server-to-server requests. Also please ensure that your server supports TLS 1.2 or higher.

Kind regards, Viva Wallet E-commerce Support Team

[VivaWalletCustomerSupport]

Hello @xenoveni,

We just wanted to follow up on the reply we sent on Friday. We were simply wondering if you read our response.

In any case this ticket will remain active for at least 24 hours, so that you can come back if you wish.

However, if you have any questions, please don't hesitate to reply here and we'd be happy to help!

Kind regards, Viva Wallet E-commerce Support Team

[xenoveni]

Hello, my server supports TLS 1.2 and 1.3

Xenophon Venios

On Mon, Feb 13, 2023, 11:36 AM VivaWalletCustomerSupport < @.***> wrote:

Hello @xenoveni https://github.com/xenoveni,

We just wanted to follow up on the reply we sent on Friday. We were simply wondering if you read our response.

In any case this ticket will remain active for at least 24 hours, so that you can come back if you wish.

However, if you have any questions, please don't hesitate to reply here and we'd be happy to help!

Kind regards, Viva Wallet E-commerce Support Team

— Reply to this email directly, view it on GitHub https://github.com/VivaPayments/API/issues/2321#issuecomment-1427622312, or unsubscribe https://github.com/notifications/unsubscribe-auth/ANH4BIFX3LDQ4CW6ODAT3S3WXH6BZANCNFSM6AAAAAAUOAA2NY . You are receiving this because you were mentioned.Message ID: @.***>

[VivaWalletCustomerSupport]

Hello @xenoveni,

Thank you for the additional information.Sorry for the inconvenience. We will continue our investigation and we will inform you as soon as we have any update.

Kind regards, Viva Wallet E-commerce Support Team

[VivaWalletCustomerSupport]

Hello @xenoveni,

Thank you for waiting. In order to proceed with more technical checks can you please try again to verify your webhook? Please retry with the following formats:

Webhook URL: https://macramelfin.com/index.php?wc-api=wc_vivawallet&vivawallet=webhook

Event Type: Transaction Payment created

and

Webhook URL: https://www.macramelfin.com/index.php?wc-api=wc_vivawallet&vivawallet=webhook

Event Type: Transaction Payment created

Kind regards, Viva Wallet E-commerce Support Team

[xenoveni]

Below are the screenshots of these 2 tests

[image: Mailtrack] https://mailtrack.io?utm_source=gmail&utm_medium=signature&utm_campaign=signaturevirality11& Sender notified by Mailtrack https://mailtrack.io?utm_source=gmail&utm_medium=signature&utm_campaign=signaturevirality11& 02/14/23, 01:27:52 PM

On Tue, Feb 14, 2023 at 12:22 PM VivaWalletCustomerSupport < @.***> wrote:

Hello @xenoveni https://github.com/xenoveni,

Thank you for waiting. In order to proceed with more technical checks can you please try again to verify your webhook? Please retry with the following formats:

Webhook URL: https://macramelfin.com/index.php?wc-api=wc_vivawallet&vivawallet=webhook

Event Type: Transaction Payment created

and

Webhook URL: https://www.macramelfin.com/index.php?wc-api=wc_vivawallet&vivawallet=webhook

Event Type: Transaction Payment created

Kind regards, Viva Wallet E-commerce Support Team

— Reply to this email directly, view it on GitHub https://github.com/VivaPayments/API/issues/2321#issuecomment-1429483654, or unsubscribe https://github.com/notifications/unsubscribe-auth/ANH4BIFAYNBCKVKNG65OH7LWXNMIHANCNFSM6AAAAAAUOAA2NY . You are receiving this because you were mentioned.Message ID: @.***>

-- Xenophon Venios

[IperGiove]

Same problem here, when I try to verify the URL for the webhook endpoint, I get a 403 error. According to the logs on my end, no GET or POST requests are being sent from Vivawallet. I am using the demo account and demo API provided by Vivawallet. The URL is set to return a status of 200 and the key, as specified in the guide. Can you help me?

[VivaWalletCustomerSupport]

Hello @IperGiove,

Thank you very much for contacting us. We would like to inform you that we do not support ngrok for security reasons. We kindly advise finding similar local development software and share with us the hosted IPs of the server and the IPs of their application. We will gladly inform you if those IPs are blacklisted or not. Kindly note that the software servers should be in Europe.

Kind regards, Viva Wallet E-commerce Support Team

[VivaWalletCustomerSupport]

Hello @xenoveni,

Your issue is still under investigation. We will inform you as soon as our technical checks are over. Thank you for your patience.

Kind regards, Viva Wallet E-commerce Support Team

[VivaWalletCustomerSupport]

Hello @xenoveni,

We apologize for the delay. We would like you to try to re-verify your webhooks if possible. Try the following:

Webhook URL: https://macramelfin.com/index.php?wc-api=wc_vivawallet&vivawallet=webhook

Event Type: Transaction Payment created

and

Webhook URL: https://www.macramelfin.com/index.php?wc-api=wc_vivawallet&vivawallet=webhook

Event Type: Transaction Payment created

Kind regards, Viva Wallet E-commerce Support Team

[xenoveni]

I already tried these steps multiple times.. You can also see that other people are having the same problem no matter which domain they are using.

Xenophon Venios

On Thu, Feb 16, 2023, 4:42 PM VivaWalletCustomerSupport < @.***> wrote:

Hello @xenoveni https://github.com/xenoveni,

We apologize for the delay. We would like you to try to re-verify your webhooks if possible. Try the following:

Webhook URL: https://macramelfin.com/index.php?wc-api=wc_vivawallet&vivawallet=webhook

Event Type: Transaction Payment created

and

Webhook URL: https://www.macramelfin.com/index.php?wc-api=wc_vivawallet&vivawallet=webhook

Event Type: Transaction Payment created

Kind regards, Viva Wallet E-commerce Support Team

— Reply to this email directly, view it on GitHub https://github.com/VivaPayments/API/issues/2321#issuecomment-1433193629, or unsubscribe https://github.com/notifications/unsubscribe-auth/ANH4BIHJ4CEKRT3QPHXWH2LWXY4GFANCNFSM6AAAAAAUOAA2NY . You are receiving this because you were mentioned.Message ID: @.***>

[VivaWalletCustomerSupport]

Hello @xenoveni,

Thank you for the prompt response. We would like you to try again because we are monitoring this unusual behavior in our logs, so we can identify the cause of this issue. Thank you in advance.

Kind regards, Viva Wallet E-commerce Support Team

[xenoveni]

1st test: [image: image.png] 2nd test: (here I also get an invalid link error because the site is built without www. [image: image.png]

[image: Mailtrack] https://mailtrack.io?utm_source=gmail&utm_medium=signature&utm_campaign=signaturevirality11& Sender notified by Mailtrack https://mailtrack.io?utm_source=gmail&utm_medium=signature&utm_campaign=signaturevirality11& 02/17/23, 12:58:53 PM

On Fri, Feb 17, 2023 at 10:43 AM VivaWalletCustomerSupport < @.***> wrote:

Hello @xenoveni https://github.com/xenoveni,

Thank you for the prompt response. We would like you to try again because we are monitoring this unusual behavior in our logs, so we can identify the cause of this issue. Thank you in advance.

Kind regards, Viva Wallet E-commerce Support Team

— Reply to this email directly, view it on GitHub https://github.com/VivaPayments/API/issues/2321#issuecomment-1434306526, or unsubscribe https://github.com/notifications/unsubscribe-auth/ANH4BIFHULJUAWJDVTHEL43WX423DANCNFSM6AAAAAAUOAA2NY . You are receiving this because you were mentioned.Message ID: @.***>

-- Xenophon Venios

[VivaWalletCustomerSupport]

Hello @xenoveni,

Thank you for the additional information. Our server at the moment can only accept requests from servers with TLS version 1.2. We are working to modify this function so that our server accepts requests from TLS version 1.2 or higher. We are sorry for the inconvenience.

Kind regards, Viva Wallet E-commerce Support Team

[IperGiove]

Hi again, I add here an issue about the webhook page, an error it is returned when you try to add a webhook endpoint. The payload of the POST request sanded from the frontend to https://www.vivapayments.com/selfcare/it/security/updatewebhook is: IsNew=True&Id=0&Url=my_url&IsActive=true&IsActive=false&EventTypeId=1796&X-Requested-With=XMLHttpRequest The response back is a GET: https://www.vivapayments.com/error500.html?aspxerrorpath=/selfcare/it/security/updatewebhook. And the frontend error pop up is: DataTables warning: table id=webhooksResults - Requested unknown parameter '0' for row 2. For more information about this error, please see http://datatables.net/tn/4

[VivaWalletCustomerSupport]

Hello @IperGiove,

Thank you very much for your reply. We would like to suggest that you open a new ticket as the problem you are experiencing is different from the problem the user above is experiencing. Verification errors from custom Smart Checkout are different from the errors caused by ready-made plugins. Thank you in advance.

Kind regards, Viva Wallet E-commerce Support Team

[VivaWalletCustomerSupport]

Hello @xenoveni,

We just wanted to follow up on the reply we sent on Monday. We were simply wondering if you read our response.

In any case this ticket will remain active for at least 24 hours, so that you can come back if you wish.

However, if you have any questions, please don't hesitate to reply here and we'd be happy to help!

Kind regards, Viva Wallet E-commerce Support Team

[xenoveni]

I read it. My server supports TLS 1.2 and TLS 1.3.

Xenophon Venios

On Wed, Feb 22, 2023, 11:44 AM VivaWalletCustomerSupport < @.***> wrote:

Hello @xenoveni https://github.com/xenoveni,

We just wanted to follow up on the reply we sent on Monday. We were simply wondering if you read our response.

In any case this ticket will remain active for at least 24 hours, so that you can come back if you wish.

However, if you have any questions, please don't hesitate to reply here and we'd be happy to help!

Kind regards, Viva Wallet E-commerce Support Team

— Reply to this email directly, view it on GitHub https://github.com/VivaPayments/API/issues/2321#issuecomment-1439713883, or unsubscribe https://github.com/notifications/unsubscribe-auth/ANH4BIBOAXKH3GOUPWXPAHLWYXNYPANCNFSM6AAAAAAUOAA2NY . You are receiving this because you were mentioned.Message ID: @.***>

[VivaWalletCustomerSupport]

Hello @xenoveni,

Our server at the moment can only accept requests from servers with TLS version 1.2. We observed that the requests you are sending are from TLS version 1.3 and this is the reason for the rejection. We are currently working to modify this function so that our server accepts requests from TLS version 1.3 as well. Until our modifications are complete we suggest you to modify your server to support only TLS 1.2.

Kind regards, Viva Wallet E-commerce Support Team

[VivaWalletCustomerSupport]

Hello @xenoveni,

We just wanted to follow up on the reply we send yesterday. We were simply wondering if you read our response.

In any case this ticket will remain active for at least 24 hours, so that you can come back if you wish.

However, if you have any questions, please don't hesitate to reply here and we'd be happy to help!

Kind regards, Viva Wallet E-commerce Support Team

[xenoveni]

My server is set up to use the latest TLS version for security. I don't think it's a reasonable choice to switch to an older, more vulnerable version. Instead you should change your supported version to TLS 1.3.

[image: Mailtrack] https://mailtrack.io?utm_source=gmail&utm_medium=signature&utm_campaign=signaturevirality11& Sender notified by Mailtrack https://mailtrack.io?utm_source=gmail&utm_medium=signature&utm_campaign=signaturevirality11& 02/23/23, 11:51:11 AM

On Thu, Feb 23, 2023 at 11:47 AM VivaWalletCustomerSupport < @.***> wrote:

Hello @xenoveni https://github.com/xenoveni,

We just wanted to follow up on the reply we send yesterday. We were simply wondering if you read our response.

In any case this ticket will remain active for at least 24 hours, so that you can come back if you wish.

However, if you have any questions, please don't hesitate to reply here and we'd be happy to help!

Kind regards, Viva Wallet E-commerce Support Team

— Reply to this email directly, view it on GitHub https://github.com/VivaPayments/API/issues/2321#issuecomment-1441463353, or unsubscribe https://github.com/notifications/unsubscribe-auth/ANH4BIFQNNTKLRQZGZLXQELWY4W27ANCNFSM6AAAAAAUOAA2NY . You are receiving this because you were mentioned.Message ID: @.***>

-- Xenophon Venios

[VivaWalletCustomerSupport]

Hello @xenoveni,

Thank you for your prompt response. We are working to modify this function so that our server accepts requests from TLS version 1.2 or higher. We are sorry for the inconvenience.

Kind regards, Viva Wallet E-commerce Support Team

[VivaWalletCustomerSupport]

Hello @xenoveni

This ticket will close for now. You can check for future releases and updates here. Please don't hesitate to raise a new ticket if you need further assistance.

Kind regards, Viva Wallet E-commerce Support Team