FAQ: Payments with ePay
How do I capture a payment?
Find the payment in your ePay administration through the menu
New payments, and press
Capture on the right. You can capture several payments simultaneously by pressing
Check all in the top right corner, and
Capture selected payments at the bottom.
How do I credit a payment?
Find the payment in your ePay administration through the menu
Captured payments, and press
Info on the right. Scroll down, and you can credit the payment. You can change the amount in the field if you only want to refund a part of the amount.
You can credit a payment multiple times (obviously, only until the full amount has been credited).
This is only possible with Nets/Teller or Clearhaus as your acquirer. The other acquirers will support the feature later.
If splitpayment is 1, it's also possible with Elavon and Handelsbanken.
It is not possible to credit payments made through online banking.
How do I delete a payment?
Find the payment in your ePay administration, and press
Delete on the right. Subsequently, the payment is found in
Please note that if you delete a payment by mistake you must notify us immediately. We can recreate payments for 24 hours after deletion, but when this window has passed, deleted payments cannot be recreated.
What is instant capture?
When using instant capture, ePay's system captures the payment immediately (at authorisation). This means you don’t have to log in to your ePay administration to capture the payment.
Please note the legal requirements regarding instant capture: You cannot capture a payment until the product or service has been delivered to either the buyer or a third party (e.g. the postal service).
What is a split payment?
If you need to ship products separately, you can divide a payment into two or more transactions and capture smaller parts of the amount one at a time. You can keep doing this until the full amount has been captured.
When using split payments, the full amount is not reserved (which is standard procedure). Instead, the payment is only approved, and the payment card validated. You can capture a part of the amount as each item is shipped.
The money is not reserved when you're using split payment, and you might experience that the amount is no longer available when you try to capture it.
The parameter splitpayment must be set at 1 to use split payments.
Please note: Split payments only work with Nets/Teller.
How do I change my banking details?
If you’ve changed banks or opened up a new bank account, you have to inform your acquirer. The acquirers are the ones handling the actual money transfer.
I captured a payment, but I didn’t get the money?
Usually, there’s a certain time interval before the money is available in your bank account. The length of the time interval depends on your acquirer.
This is a general overview of the time it takes from you capture a payment until you get the money.
If your acquirer is Bambora:
Visa, MasterCard, JCB, American Express, Diners Club = Usually 2 banking days, but it varies from business to business.
If your acquirer is Nets/Teller:
Dankort + eDankort = 1-2 banking days Visa, Visa Electron, MasterCard, Maestro, JCB, American Express, Diners Club = up to 28 banking days
If your acquirer is Elavon:
Visa, MasterCard, JCB, American Express, Diners Club = Usually they settle payments every 7 days.
If your acquirer is Handelsbanken:
Visa, MasterCard, JCB, American Express, Diners Club = Usually they settle payments every 7 days. It varies from business to business.
If your acquirer is Swedbank:
Visa, MasterCard, JCB, American Express, Diners Club = Usually 10-14 banking days. It varies from business to business.
How come Maestro doesn’t work with recurring payments?
Unfortunately, Maestro is not compatible with recurring payments, but can only be used for normal payments. Maestro is the only payment card with these rules, and most businesses do not accept Maestro cards for recurring payments for this very reason.
What is the flow of a payment with ePay?
When a customer places an order on your website, ePay's payment window opens. The customer enters his/her payment card information and completes the purchase. The amount is reserved on the customer’s card, and the payment is authorised.
You capture the amount (transfer it to your bank account) from ePay's administration or your own shop system. ePay now sends the card information to your acquirer, and the acquirer transfers the amount from the customer’s account to your account. Be aware that it might take up to 28 banking days before the money arrives in your account, depending on your acquirer. Usually, the money is available in your account within 2-3 days.
What is a payment request?
A payment request is an email with a link or a button that starts a payment. You can send it to your customers from the ePay administration via
Payment request in the left menu. Here you can read more about payment requests and try creating one for testing.
It may be useful to use a payment request if, for instance, you need to capture an amount larger than the authorised amount or you want to create a subscription.
When using payment requests, you can collect customer data, e.g. address, company registration number, and email.There are three ways of sending payment requests:
You can send an email from the ePay administration to your customers. The email contains a link that starts the payment process.
2. Payment link
You can create a link that starts the payment process. It is up to you how to deliver this link to your customer.
3. Payment button
You can create a button (a piece of HTML) that can be inserted onto your website or in an email. The button starts the payment process.
What is WebPay?
WebPay is an online terminal for payments with card information that you receive orally or by telephone. You enter the card information in the terminal, the transaction is carried out, and the order is paid.
The WebPay terminal comes in handy if you’re selling by mail order and participating in trade fairs. Contact us to learn more about WebPay and how to get started.
How do I change to text on the customer’s bank statement?
If you want to change the text that appears on your customer’s bank statement, you have to contact your acquirer. They handle the money transfer and all your banking information.
Why are there two payments with the same order ID?
Probably because “Unique order ID” is not activated on your ePay account. This means that it is possible for multiple payments to obtain the same order number in the system – which typically happens if the customer updates his or her browser during the payment process.
You change this setting from your ePay administration in the menu
Payment system. Activate
Unique order ID in the settings for the payment system. Subsequently, each payment obtains a unique order ID.
Please note that "Unique order ID" only applies to the last 24 hours.
How do I delete test payments?
You delete all test payments from the menu
Payment system in the ePay administration.
Find the box
Settings for displays at the bottom of the page, check
Remove/delete all test payments, and press
Update settings for displays. All your test payments are now deleted.
How long does it take for my customers to get their money when I’ve credited them?
If Visa or MasterCard were used, it might take up to 30 days before the customer’s bank releases the amount. Unfortunately, the processing time varies from bank to bank, and only the banks can influence this. You did the right thing crediting the amount.
How do I create groups?
You can use groups to divide payments into different categories. This is handy if your company has several departments and each department’s access should be limited, for instance, to payments that are completed through a specific domain.
You can associate your ePay users to specific groups, thus assigning a user for each department.Create groups in two ways:
Create groups from the ePay administration in the menu
Groups. Enter the name of the group, and press
Create groups by using the parameter group. If the group doesn ’t exist, it is automatically created when you use it for the first time.
Can I receive an email at every payment?
Yes, you can. There are two ways of setting this up:
Log in to your ePay administration, and choose
Loginsin the left menu.
Editby your username.
Enter your email address in the field, and put
Email conducted by paymentat yes to receive an email at every completed payment.
Save your changes by pressing
Save informationat the bottom of the page.
Use the parameter mailreceipt to receive an email. Simply enter your email address as the value of mailreceipt.
If you receive two notifications for each payment, you've probably applied both methods mentioned above. Remove one of them, and you should only receive one notification per payment.
What does error code 946 mean?
If you cannot capture/credit a payment and are faced with error message 946, communication errors at Nets/Teller's are the cause. You have to contact Nets/Teller and have them capture/credit the payment(s) manually.
You can contact Nets/Teller on their website https://www.teller.com.
Please have the following information ready:
- Your merchant number
- Description, such as “Nets declines capture with error code 946”
- Order ID
When the payment has been captured/credited manually by Nets, you can contact ePay and we will move the payment to Captured payments in your ePay administration.
What causes error code 4109?
Error code 4109 occurs when the 3D Secure validation fails.
The cardholder has to contact her bank to enquire if the card is valid for 3D Secure. If not, the card cannot be used with 3D Secure, and the cardholder must pay using a different card.
If the card is valid for 3D Secure, please contact your acquirer for more information.
Why is 1 unit captured when I create a subscription?
When you create a subscription, you might experience a transaction of 1 unit, e.g. 1 euro, 1 dollar, 1 pound etc. This amount will be released and go back to the cardholder.
Please note that when using Swedbank, it may take up to a month until the amount is released.
What is a booked payment?
You can mark your payments booked or unbooked (= unrecorded/unrecognised) in
Captured payments so your accountant can keep track of your recorded payments.
In other words, it is a tool that makes your accountant’s job easier.
Why do I get the error message ’No payment methods available’?
If you get the error message ‘No payment methods available’, it’s because your currency is not Danish krone (DKK).
With a merchant agreement for Danish payment cards (Dankort and Visa/Dankort) or a Light account with ePay, you can only accept payments in DKK.
You change the currency in your shop system.
How do I get international cards in my shop?
To accept international payment cards, you need a specific agreement with an acquirer.
Find your acquirer below, and follow the instructions.
Complete the online form (in Danish) to get an agreement with Teller. If you already have an agreement for Dankort, please include your merchant number when applying. Find your merchant number in your ePay administration under
Contact your bank adviser to get an agreement with Handelsbanken.
When you apply for an agreement, please state that you want to use ePay as your payment gateway. We will receive a copy of the agreement. When we receive the agreement, we will activate it on your ePay account and upgrade your account to Pro or Business (if you have a Light account now).
Please let us know when you apply for an agreement and tell us whether you want a Pro or Business account.
We will not upgrade your account until your merchant agreement is active.
Why do I get an error message when opening an order in my shop solution?
If you experience timeouts or get an error message (e.g. ‘Could not connect to host’) when you open an order in your e-commerce solution, it’s possible that your shop server has cached our WSDL (web service reference) and attempts to manage your payments through an address that's incorrect.
You can solve the problem by emptying the cache on the server. When you’ve emptied the cache, your system will extract the correct address as your web service client (soap client) communicates with ePay.
You can insert this piece of code to empty your cache:
Alternatively, contact your hosting provider for help.
Why does a payment appear twice on the customer’s bank account?
Occasionally, a payment with MasterCard or Visa will appear twice on the cardholder’s bank statement.
The reason for this double entry is that when a payment is completed, the amount is reserved (but not captured) in the bank account. That’s the first entry. When the business captures the payment, this will appear, too, on the cardholder’s bank statement. Hence, it looks like the payment was made twice.
However, if you make the cardholder go to their online banking system, they can find detailed information about each payment and verify that one is a reservation and the other the actual payment.
The customer’s bank will delete the reservation (the first entry) from the bank statement. This usually takes up to 30 banking days.
What triggers error code -1003?
Error code -1003 occurs when you’ve not opened up for your IP address in our system. Log on to your ePay administration, and go to
Access. Here you can add the IP address on which your system is located.
Why isn’t ePay's payment window opening?
If you’re using an old browser, you might experience problems opening ePay's payment window.
Many old browsers don’t support the newest security standards that we are obliged to meet.
Old browsers are e.g. Internet Explorer 7, Firefox 28.0 or Google Chrome 40.0 – and all earlier versions.
On June 9, 2015, we upgraded our server certificate from SHA-1 to SHA-256 (SHA-2).
Find a SHA-256 combatibility list for browsers and operating systems (OS) here: https://support.globalsign.com/customer/portal/articles/1499561-sha-256-compatibility
Moreover, Microsoft and Google stopped supporting and updating the older versions of their browsers. You should switch to a newer version for your own security's sake.
Why are strange characters present in the "description" field in the administration panel?
The "description" field in the administration panel does not support special characters, such as æ, ø, and å. We recommend using only characters from the ASCII tabel. In case you should need to write, for instance, æ, ø, or å, you could write ae, oe, or aa instead.
Why is the MobilePay App not returning to the originating browser
The MobilePay App will always return to the device's default browser when the payment is completed in the app.
Example: if the payment is initiated in Chrome, and the default browser is Safari, the MobilePay will open Safari when the payment is finalized even though it started in Chrome. The payment will be completed, but the originating browser (in this example Chrome) will keep on waiting and should be closed.
Why is the MobilePay App not returning to my App
ePay do not support App Switch so when the payment is completed in the MobilePay App the user will be returned to the default browser on the device. The payment will be completed but the originating app will never be notified.