> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fexco.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot go-live issues

> Common production failures at go-live and how to resolve them.

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](https://docs.fexco.com/dcc/guides/go-live/checklist.md)
  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](https://docs.fexco.com/dcc/guides/merchant-boarding/troubleshoot.md)
   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](https://docs.fexco.com/dcc/guides/merchant-boarding/troubleshoot.md)
   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](https://docs.fexco.com/dcc/developer-resources/index.md)
   for naming requirements.
3. Test the SFTP connection and confirm credentials are valid.
4. See [Troubleshoot transaction file errors](https://docs.fexco.com/dcc/guides/transaction-import/troubleshoot.md)
   for help diagnosing processing failures.


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