Common Epay issues

Common Epay issues

This advice sheet describes some of the most common issues encountered when using the Epay voucher system to sell or top up phone vouchers, digital wallets, etc. , including the methods to resolve the issue.

Error message appears saying 'Authentication Failed', and the voucher did not print out

The error means that there is an issue with the Epay setup in Retailer, and you will need to confirm the setup details. Make sure that the Username, Password and Terminal ID have been setup correctly, and confirm those with Epay if necessary.
The setup steps can be followed in this advice sheet:

Error message appears saying 'Remote Command Failed'

This error means there was a problem communicating with Epay systems to get the product. You will need to contact Epay about this.

Phone Voucher prints out but shows as Inactive, or Voucher button doesn't work when pressed

Epay will sometimes move their products to a new category under a different button. The old buttons and codes will no longer work.
To prevent this, make sure Retailer is updated to the latest version, and make sure your product file is up to date by following the steps in this advice sheet:
The newer versions of Retailer will also remove any old, unused buttons.

Epay voucher is missing from POS screen, or the Epay button was accidentally removed

If the button on the POS screen for Epay was deleted or removed, it can be added back in. Follow the steps as described in this advice sheet:
Alternatively, you can press Ctrl - E on the keyboard if you need to bring up the screen urgently.

    • Related Articles

    • Common EFTPOS Issues

      Please note that most EFTPOS processing issues are actually under the responsibility of the EFTPOS integration provider or the bank themselves as the Retailer software only sends the transaction data across and waits for the approved signal back from ...

    • Telstra Router Issue

      There is currently an issue affecting some Telstra Internet Routers. This can prevent your computer from accessing certain websites. This notice only applies if the Support Team has referred you to this advice Known Issues Retailer Licence Manager ...

    • Common Supplier Stock File Importing Issues

      Here are a few common issues that customers can run into when they try to import a supplier stock file into Retailer. The first thing to confirm is that the file's barcodes are not corrupt and all the data is correct. Default settings are required to ...

    • Common issues with Xero accounting link

      This advice looks at the most common issues or messages seen during accounting exports to Xero, and how to resolve them. Error Account number X missing When exporting, Retailer will check that all Xero codes have been setup. If you have added ...

    • Common Stocktake Issues

      Stocktake was closed and cannot reopen/find it When in the Stocktake screen (Stock Maintenance -> Stocktake -> Stocktake), click on Open Existing Stocktake at the top. Select the stocktake from the drop-down menu. If this stocktake was previously ...