This guide explains how to assist customers who may be stuck while using a credit card (within the framework of the Infomaniak ticketing system).

Ask customers for information

Infomaniak's online ticketing system allows customers to securely pay for their purchases with a credit card. For this reason, 3-D Secure authentication is mandatory for all credit and debit card payments.

Ask the customer what the problem is in order to try to resolve it. Here are some typical examples that may be encountered:

Blank window or page that appears

The ticketing system attempts to call up the customer's bank's 3D-Secure page. The blank page indicates that the card does not have the 3D-Secure option activated. The customer must contact their bank to request activation of this option.

Unable to make payment with credit card

Make sure the customer is using a VISA or MasterCard credit card. Some banks issue cards that are not on these networks. Infomaniak does not accept credit cards on the American Express network.

Authentication notification received, but unable to proceed

The customer will need to contact their bank or try with another card.

Credit card payment issue

You can obtain more information about this type of problem from the Infomaniak Manager.

Please find the order using the order number, email address, or any other customer-related information:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the ticketing system concerned by the event.
3. Click on Sales in the left-hand sidebar.
4. Click on Order in the left-hand sidebar.
5. Search for the order using the information provided by the customer.
6. Click on the order number:
   
7. Click on the Transactions.‍
8. Check the Notes of failed transactions:
    

Cases of incomplete transactions with notes

In the case illustrated above, it is a 3D-Secure double authentication failure, but the reasons can be varied. These notes are the error messages transmitted by the customer's bank, and are often just an indication of the type of error.

Cases of non-existent transactions

If the Transactions tab indicates 0 and has no items, the customer was unable to start the online payment process. Therefore, they should check if their card is a valid VISA or MasterCard.

Problem resolution

There are two ways to assist the customer with credit card payment issues. They should either…

1. … try with another credit card or another payment method,
2. … contact their bank to resolve the issue with the card used.

For other cases

Please gather as much information as possible before contacting Infomaniak support who can conduct more in-depth investigations.