This advice sheet outlines some of the most common issues faced when using the Epay voucher system to sell or top up phone vouchers, digital wallets, and more, as well as the methods to resolve these issues.
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.
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.
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.
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.
Epay voucher refund error stating that the refund period has been exceeded
Epay sale completed with a non-vended voucher message.
This error indicates the sale was completed, but the Epay voucher couldn't be processed through Epay's server. You should refund the sale to return the payment to the customer and double-check your Epay account settings before trying again.
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