Skip to main content
Use this page when something is not working as expected after moving to production. Most go-live failures are caused by a difference between what was configured in the certification environment and what was migrated to production.

Before you troubleshoot

Make sure the following prerequisites have been completed:
  • Confirm that UAT was fully signed off before moving to production.
  • Verify that Fexco’s boarding team has confirmed your production merchant templates are configured.
  • Check the certification to production checklist to identify any items that may not have been completed.

DCC offer eligibility does not match certification

DCC offers are being returned for cards that were not eligible in certification, or cards that were eligible in certification are not receiving offers in production. Common causes
  • A currency was enabled in the production template that was not tested in certification.
  • A currency tested in certification is missing from the production template.
  • The BIN master file or BIN rules differ between the certification and production environments.
How to fix
  1. Contact Fexco’s boarding team and request a comparison of the active currency list in your production template against the certification template.
  2. Confirm with Fexco’s implementation team that the BIN configuration in production matches the certification environment.
  3. See Troubleshoot merchant boarding for related configuration errors.

Merchants are receiving incorrect commission splits or rates

Merchants are on the wrong template in production, resulting in incorrect commission splits or rate configuration. Common causes
  • The rate margin description, file group ID, or base currency in a boarding request does not exactly match the production template name in Mercury.
How to fix
  1. Verify that the values in your boarding file or API request match the production template values confirmed by Fexco’s boarding team.
  2. If the mismatch is confirmed, contact Fexco’s boarding team to correct the production template assignment.
  3. See Troubleshoot merchant boarding for help diagnosing boarding failures.

Transaction import file is not processed

A transaction import file does not arrive at Fexco or no confirmation file is returned. Common causes
  • SFTP drop path is set to the certification location instead of production.
  • File name does not follow the required naming convention.
  • SFTP connection has lapsed or credentials have expired.
How to fix
  1. Verify the SFTP drop path against the production details in the peering document provided during connectivity setup.
  2. Check that file names follow the naming convention for your file type. See Developer resources for naming requirements.
  3. Test the SFTP connection and confirm credentials are valid.
  4. See Troubleshoot transaction file errors for help diagnosing processing failures.