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General
MyST
Payment Pages
Securetrading API
Web Services
3-D Secure
Virtual Terminal
General
I am seeing AUTH CODE: TEST when processing payments.
Either you are still utilising the test only account, or you have not yet requested your account to be switched into live mode. First, check the site reference you are sending to our system in your order page and change it to the right account if necessary, otherwise email support@securetrading.com to request we switch your account into live mode.
Why is no money being paid into my bank account? I put my website "Live" a week ago.
Have you requested SecureTrading switch your account into live mode? You will need to email support@securetrading.com with your Site Reference and request that we switch the account live. Please ensure that you have already provided us with your Merchant ID before requesting to go live.
How do I setup a redirect?
You will need to download the Redirect Request form (available here) and email this over to support; please ensure you include BOTH your live and test site references if required.
I'm getting the following error "<message>No account found</message>" what might cause this?
You may receive this message when using the Live account site reference without any merchant numbers associated with it. In this example, you should use the Test account instead until such time that a merchant number is provided.
You may also receive this message if you are attempting to process a card type or currency that your account is not setup for.
Can I take multi-currency on my site?
You can, but you will need to contact your Acquiring Bank to setup any additional currencies. You will also need to let Support know of any new Internet Merchant IDs.
What shopping carts can I use with SecureTrading?
SecureTrading's payment products have been successfully integrated with a number of shopping carts and can be configured to work with our payment system. You can see a list of these here, and also download any relevant payment modules required.
MyST
Can I allow individual access to the MyST area i.e. each user with their own login details?
You can set up different usernames through the MyST area and provide these with their own unique roles in the system, such as full access, view only access, developer only access etc. For more information, please refer to our MyST User Guide.
I've forgotten my administrator password, what do I do?
You would need to email support@securetrading.com in order to reset the password. Please provide both the Username you need the password resetting for, and the Site Reference of the account you are using.
Can I see a demonstration of the MyST account management tool? 
Yes, please visit our YouTube channel here or view the demonstration here.
Payment Pages
How do I customise my payment pages?
You can customise the look of your form page (including adding logos etc) by utilising our CSS files. You can either use one of our premade templates, or you can take our template and completely customise this / create your own CSS from scratch.
For more information (and for a copy of our CSS template files), please refer to the Payment Pages Setup Guide.
My payment page is not displaying any card types.
The card types that display on your payment page are taken dynamically from the merchant number enabled on your account. If you have not provided us with a merchant number for the currency and payment type in your request, then no card types will be displayed. Please contact SecureTrading Support.
When I pass a payment for $50.00 (or €50.00), no card types are displayed on my payment page.
As above, this means that the merchant number you have provided is not setup for the currency you are attempting to process.
How do I setup email confirmations of an order?
You will need to use the Notifications section of MyST to setup an email confirmation. Please refer to the MyST User Guide for information on how to do this.
Can I update my own system when an order is placed through SecureTrading?
This can also be done via Notifications. As above, please refer to the MyST User Guide for information on how to do this.
What is my Payment Page's URL?
Please refer to the Payment Pages Setup Guide for more information.
SecureTrading API
Is it possible to run concurrent versions of SecureTrading API at the same time on the same server?
If you wish to run concurrent SecureTrading API clients on the same server, you will need to specify a different port in your stapi.ini file for one of them. Both SecureTrading API clients will use the same certificate files.
Error Message: XML: org.xml.sax.SAXParseException: Premature end of file
Firstly, ensure there is a newline at the end of the XML request when it is being sent to us as SecureTrading API will only read complete lines. Also ensure all your XML tags are well formed (EG: opened and closed appropriately) and nested tags must be fully enclosed within other tags. This error could also be returned if the XML used contains Upper Case letters (even in the XML tags), or if you are passing spaces somewhere in the XML.
Error Message: Request aborted: Unable to send to gateway javax.net.ssl.SSLHandshakeException: Received fatal alert: handshake_failure
This may indicate there is a problem with the certificates. Ensure that the certificates you have received from SecureTrading have not been corrupted in any way (for example, accidentally editing characters in the file). Try following the Import phase again (section 3.3 Certificate Import of User Guide). You may need to restart the SecureTrading API Client to pick up any changes made.
What formats do you process currencies in?
A: We use base values in currency i.e. no decimal places. To clarify, along with the relevant currency codes, you should send the values in the format of the examples below
- £100.00 would be 10000 and £100.50 would be 10050
- $100.00 would be 10000 and $125.25 would be 12525
Web Services
I get "401 Authorization Required" when sending a Web Services request. What is the issue?
Either the password or username is wrong in the request, or you may be using a username that has not been setup for use with Web Services (EG: your Site Admin username). Please contact support and we can create a specific username for use with Web Services.
I get "Invalid Site Reference for Alias" when sending a Web Services request. What is the issue?
Please ensure that the "alias" you pass in the XML request is your Web Services username, rather than the Site Reference of your account.
3-D Secure
What is 3-D Secure?
3-D Secure is like a Chip & PIN for online purchases designed to protect the consumer and merchant by asking a secret password and a personal message during the transaction process. Developed by Visa (Verified by Visa) and MasterCard (SecureCode) and used by most retailers, it has rapidly become a widely accepted standard.
Is 3-D Secure mandatory?
From the 1st July 2008 MasterCard and Visa mandated SecureCode/VBV (3-D Secure), preventing Merchants from accepting Maestro (formerly Switch) payments online legitimately after this time. Without 3-D Secure Merchants will be breaking card scheme rules and could be liable to pay heavy fines.
How do I activate 3-D Secure on my account?
In order to activate 3-D Secure on your account, you will first need to ensure that your Merchant details are loaded in the Visa and Mastercard Directories. Please contact Support regarding this. If this is the case, and your account is already in live mode, please email support@securetrading.com to request we enable 3-D Secure for your account. If you are currently in test mode, 3-D Secure will automatically be switched live once you request your account to go live.
Are commercial cards covered by 3-D Secure?
Commercial cards are covered by the Verified by Visa scheme, however, as of 1st June 2009, MasterCard has reinstated an exclusion of commercial cards from the global interregional merchant-only MasterCard SecureCode liability shift program. However, in all cases regarding questions on liability shifts, we recommend that you speak to your Acquirer.
For more information click here or contact your acquiring banks.
Virtual Terminal
Why do I get "Internal Server Error" when clicking on the Virtual Terminal in MyST?
The username you have created might not have been allocated any Site References, meaning it has no access to any accounts. To rectify this, select "User Details" and search for the username, then click "Allocated Sites". Ensure you press the green arrow against the site reference to send this over to the allowed site references for that user, then click Save changes. For more information, please refer to the MyST userguide or our YouTube video.
