Debugging errors

For common issues with Viva's solutions, there are some key details which can assist with troubleshooting.

• What information do I need to find?
  • General issues
  • Webhooks issues
  • Plugins issues
  • Payment tools issues
• Where can I find this information?
  • General information
  • Webhooks information
  • Plugins information
  • Payment tools information
• Get Support

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.

Webhooks issues

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

Plugins issues

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

Payment tools issues

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

Where can I find this information?

General information

Merchant ID

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

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:

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:

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

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

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

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

Navigate to Orders > open an Order:

Payment Order Code (OrderCode)

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

In an API call response:

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

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:

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

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

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

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 API. You can obtain these in two ways:

In an API call response:

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

In the browser:

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

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 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

Payment Method

Multiple payment methods can be used with Viva. 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):

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:

In an 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:

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:

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:

Date & Time

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

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

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 Transaction Price Calculated webhook, as an example:

Plugins information

Version of store

The version of the store in which the Viva 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:

Client ID

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

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

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

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

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

Quick Pay link

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

Get Support

If you would like to integrate with Viva, or if you have any queries about our products and solutions, please see our Contact & Support page to see how we can help!