Debugging errors

When reaching out to Viva Wallet for the investigation and troubleshooting of any issues, please provide us with as much of the below information as possible, in order for a quick resolution

On this page:

What information do I need to find?

General issues

The below information should be provided – where relevant – for all types of general technical issues surrounding APIs, payments, transactions and similar.

Information Description
Merchant ID Your Merchant ID is the unique identifier for your Viva Wallet account
Transaction ID A Transaction ID is generated during an API call when a transaction is made
Payment Order Code (OrderCode) The Payment Order Code (OrderCode) is the unique ID of each Payment Order created
X-Viva-CorrelationId & X-Viva-EventId X-Viva-CorrelationId & X-Viva-EventId are the unique IDs of the API call and the observed event of the API call, respectively
Payment Method If related to a specific transaction, what was the payment method used?
BIN (Bank Identification Number) If a card was used during the transaction, please provide its BIN (the first 6 digits of the card number)
HTTP/API Request If you are making a particular call to our APIs, please provide the full Request information (including URL, Headers and Body)
HTTP/API Response As above, please provide the full response to the API call, if relevant. In particular, Transaction feedback parameters such as StatusId, TransactionTypeId and HTTP response codes are useful
Additional response parameters Further information which can be found within the Success/Failure redirect URLs following a transaction. These include query parameters, such as EventID and Electronic Commerce Indicator (ECI)
Date & Time The exact date and time the reported error occurred
Integration/Solution The Viva Wallet solution used, such as Smart Checkout, WooCommerce Standard Checkout Plugin, etc.

Webhooks issues

The additional below information should be provided – where relevant – for issues surrounding Webhooks.

Information Description
Webhook Event The event of the webhook
Webhook Endpoint The endpoint (URL) being used to receive webhook notifications
Webhook Response The response body, if related to a particular webhook notification

Plugins issues

The additional below information should be provided – where relevant – for issues surrounding Plugins.

Information Description
Client ID If using the Shopify, PrestaShop Standard Checkout or WooCommerce Standard Checkout plugins, please note the Client ID being used for the integration
Version of store The version of your store, for example: PrestaShop v1.7.7.3
Additional Plugin parameters Further information used when configuring your plugin, such as URLs, Source Codes, etc.
URL of store The full URL of your store, including protocol (e.g. https://)
Type of Plugin The type of the installed Viva Wallet plugin, for example PrestaShop Standard Checkout, PrestaShop Smart Checkout, etc.

Payment tools issues

The additional below information should be provided – where relevant – for issues surrounding Payment tools (Quick Pay & Payment Notifications).

Information Description
Quick Pay - link The full URL of your Quick Pay link
Quick Pay - sharing method If related to a specific transaction, what was the method in which the Quick Pay link was shared (i.e. via email, SMS, chatbot, etc.)?
Payment Notification - generation method Was the Payment Notification generated via self-care (your Viva Wallet account) or via an API call? Additionally, was it created as a standalone or in bulk?
Payment Notification - sharing method If created via an API call, was the Payment Notification sent automatically (by Viva Wallet) or manually (by you)?

Where can I find this information?

General information

Merchant ID

You can find your Merchant ID within your Viva Wallet account (‘self-care’). Simply navigate to Settings > API Access:

Merchant ID

Transaction ID

The unique ID of a transaction can be found in several ways:

In the redirect URL

This can be found within the t= parameter of the redirect URL (i.e. the Success URL) after a customer has made a payment:

Transaction ID

In the response of a webhook

This can be also found within the response of a relevant webhook. For example, within the Transaction Payment Created webhook, as below:

Transaction ID

In a transaction’s information within your self-care account

Within your self-care account (Viva Wallet banking app), navigate to Sales > Sales Transactions. From here, select the Info button next to the transaction in question:

Transaction info

Within the pop-up, you will see the Transaction ID at the bottom of the screen:

Transaction ID

In the PrestaShop admin panel (when using the PrestaShop Standard Checkout Plugin)

Navigate to Orders > open an Order > scroll down to Payment:

Transaction info

In the WooCommerce admin panel (when using the WooCommerce Standard Checkout Plugin)

Navigate to Orders > open an Order:

Transaction info

Payment Order Code (OrderCode)

The OrderCode can be found in the response from a Create payment order request sent to the Viva Wallet API. You can obtain this in two ways:

API call response

The following example is within Postman, but the process should be similar for other tools. Click on the Body tab:

Payment Order Code

In the browser

This can be found within the s= parameter of the redirect URL (i.e. the Success or Failure URL) after a customer has made a payment:

Payment Order Code

In a transaction’s information within your self-care account

Within your self-care account (Viva Wallet banking app), navigate to Sales > Sales Transactions. From here, select the Info button next to the transaction in question:

Transaction info

Within the pop-up, you will see the Order Code at the top of the screen:

Order Code

If you are using one of our Standard Checkout Plugins (PrestaShop Standard Checkout or WooCommerce Standard Checkout), you may need to check the logs of your ecommerce platform to find the above information

X-Viva-CorrelationId and X-Viva-EventId

The above two headers can normally be found in the response from a request sent to the Viva Wallet API. You can obtain these in two ways:

API call response

The following example is within Postman, but the process should be similar for other tools. Click on the Headers tab:

Postman response header

In the browser

To locate these values in the browser, use the Network developer tools:

Please see the following links on how to access network monitoring tools for some of the major browsers:

Google Chrome | Microsoft Edge | Apple Safari | Mozilla Firefox

The below example is shown in Chrome, but the process is similar for other browsers:

  1. Make the relevant call (e.g. by submitting a successful or unsuccessful payment via Smart Checkout)
  2. Open the Network tab within your browser’s developer tools
  3. See each network request listed one-per-line - click on one of the Viva Wallet API calls to see detailed information
  4. The X-Viva-CorrelationId and X-Viva-EventId values will be shown in the Response Headers section, as below

Browser response header

If you are using one of our Standard Checkout Plugins (PrestaShop Standard Checkout or WooCommerce Standard Checkout), you can open the network tools - as above – directly after submitting a payment within your ecommerce store, in order to find the above information

Payment Method

Multiple payment methods can be used with Viva Wallet. If your issue relates to a particular transaction, please note the payment method that was used.

BIN (Bank Identification Number)

The BIN (Bank Identification Number) is the first 6 digits of a payment card number, and uniquely identifies the issuer (i.e. the bank or credit card company):

BIN

HTTP/API Request

If you are making an API request, please provide the full call if possible. You can obtain this information in two ways:

API call response

The following example is within Postman, but the process should be similar for other tools. In particular, the URL (endpoint), Headers & Body are useful:

API Request

In cURL format
curl '[Environment URL]'
-H 'Authorization: Bearer [access token]'
-H 'Content-Type: application/json'
-d '{
  "amount": 1000,
  "customerTrns": "description for customer",
  "customer": {
    "email": "test&example.com",
    "fullName": "Test Customer",
    "phone": "07777 123456",
    "countryCode": "GB",
    "requestLang": "en-GB"
  },
  "paymentTimeout": 65535,
  "preauth": false,
  "allowRecurring": false,
  "maxInstallments": 0,
  "paymentNotification": true,
  "tipAmount": 0,
  "disableExactAmount": false,
  "disableCash": false,
  "disableWallet": false,
  "sourceCode": "Default",
  "merchantTrns": "merchant description",
  "tags": ["tag 1", "tag 2"]
}'

HTTP/API Response

Additionally, please provide the response of the API call, if possible. In particular, transaction feedback parameters (StatusId & TransactionTypeId) and the HTTP Status response code are useful:

API Response

Additional response parameters

You can find some additional response parameters, such as EventId & Electronic Commerce Indicator (ECI) within the Success/Failure redirect URL following a transaction:

Additional response parameters

If you are using one of our Standard Checkout Plugins (PrestaShop Standard Checkout or WooCommerce Standard Checkout), you may need to check the logs of your ecommerce platform to find the above information

Date & Time

Within your self-care account (Viva Wallet banking app), navigate to Sales > Sales Transactions. From here, select the Info button next to the transaction in question:

Transaction info

Within the pop-up, you will see the Timestamp near the top of the screen:

Timestamp

Webhooks information

Webhook event

Each webhook relates to a particular event, which dictates when a notification is sent.

Webhook endpoint

For each webhook you set up, you will need to host and configure an HTTP endpoint.

Webhook response

For issues relating to a particular webhook notification, please provide the response information received. See a sample response to the Obligation Created webhook, as an example:

Obligation Created Response

Plugins information

Version of store

The version of the store in which the Viva Wallet plugin is installed can usually be found within your store’s settings. Within PrestaShop, for example, this can be found at the top-left of the screen:

Plugin Version

Client ID

For relevant Plugins, you can find your Client ID within your Viva Wallet account (‘self-care’). Simply navigate to Settings > API Access.

For the Shopify Plugin, scroll down to the “Shopify Smart Checkout Credentials (PP)” section: Shopify Credentials

For the PrestaShop Standard Checkout Plugin, scroll down to the “PrestaShop Standard Checkout Credentials” section: PrestaShop Credentials

For the WooCommerce Standard Checkout Plugin, scroll down to the WooCommerce Standard Checkout Credentials” section: WooCommerce Credentials

Additional Plugin parameters

For general Plugin issues and configuration problems, please also provide the additional parameters used to set up the Plugin. For the PrestaShop Smart Checkout Plugin, for example, you can find additional parameters such as Instalment logic, Base URL and Source Code. Parameters will vary depending on the Plugin you are using.

Payment tools information

Your Quick Pay link can be found within your Viva Wallet account (‘self-care’). Simply navigate to Dashboard and look at the top-right of the page: Quick Pay link

Get Support

If you have any questions about our solutions, or questions about how to integrate with our solutions, please refer to our Get Support page.