Common Epay issues

Common Epay issues

Contact

Info
ePay contact if needed:
Phone 1300 301 408 or email support@epayworldwide.com.au

Error - Authentication Failed

This means the ePay setup details are incorrect.

  1. Click Setup → Third Party → Epay Setup.
  2. Confirm the Username, Password, and Terminal ID are correct.
  3. Re-enter the details exactly as provided by ePay from their setup email.
  4. Contact ePay (details HERE).

Error - Remote Command Failed

This means Retailer could not communicate with ePay’s servers.
Contact ePay (details HERE) directly for assistance.

Voucher Printed but Shows as Inactive

This may occur if the product file is outdated or if ePay have moved products to other categories. Older versions of Retailer may keep old ePay buttons around that are inactive.

  1. Ensure you are using the latest version of Retailer.
  2. Click Setup → Third Party → Epay Setup.
  3. Click Import Product File.
  4. Attempt the sale again.

Non-Vended Voucher Message

This means the sale was completed, but the voucher could not be processed through ePay’s side (server).

  1. Refund the sale.
  2. Double-check your ePay setup details.
  3. Attempt the sale again.
  4. Contact ePay (details HERE) if the issue continues.

Refund Period Exceeded

This means the refund time window has passed.

Contact ePay (details HERE)

Product Does Not Scan or Find Stock Screen Appears

This indicates the ePay product file is outdated.

  1. Click Setup → Third Party → Epay Setup.
  2. Click Import Product File.
  3. Allow the update to complete.

ePay Button Missing

If the ePay button has been removed:

  1. Recreate the button using the steps in the Setting up ePay section of our setup guide, or
  2. Press CTRL + E to open ePay immediately.


POS Crash During ePay Sale

If Retailer crashes during an ePay transaction, double check if the sale is saved in the Previous Sales screen.
If the sale is saved and:
  1. the voucher printed, it should have worked and you can carry on.
  2. the voucher DID NOT print, refund the sale via the Previous Sales screen.
If the sale is not saved, contact ePay (details HERE) immediately to see if the voucher has processed on their end. If they have processed the voucher, cancel the transaction with them.