If a client is unable to make payments using the WebReg module, review the following solutions. If these do not resolve the issue, submit a support ticket.
Cart Button Not Displaying
To enable the cart button:
-
Check the Course Section Settings:
- Edit the Course Section and go to the WebReg tab.
- Select "Yes" to display the cart button for the course section or "No" to hide it.
-
Check the Session Settings:
- Edit the Session linked to the course section.
- Select "Yes" to display the cart button or "No" to prevent its display.
"Registration Not Available" Status Displays
If a course section is visible online but registration is not available, check the Display Online Date and Expire Online Date settings:
- Display Online Date: The course section will appear in WebReg starting on the entered date.
- Expire Online Date: The course section will be available in WebReg until the end of the specified date.
Ensure these dates are set correctly for the course section to be available for registration.
Client Cannot Log In to WebReg
For help with client log in issues, Client cannot login to the WebReg module
Client Trying to Make a Payment on a Balance Due
- Balance Due Payments are enabled automatically. There is no manual setting for this feature.
- If a client has an outstanding balance, the amount will be displayed in the MyAccount menu under their registrations.
For more information on Balance Due Payments.
Credit Card Being Declined
Credit card approvals and declines are determined by your payment gateway vendor, not XenDirect.
Steps to Investigate a Declined Transaction:
-
Check the Gateway Log for details about the declined transaction:
- Navigate to Report Menu → System → Gateway Log.
- If a denial code is provided in the log, contact your payment gateway provider for clarification.
For more information on the Gateway Log
Payment Gateway is Down or Displaying an Error
- Xenegrade staff do not have access to an organization's payment gateway settings or reports.
-
If your payment gateway is down or returning errors:
- Contact your payment gateway provider for assistance.
- If the issue does not appear to be related to the payment gateway, submit a support ticket for further investigation.
Conclusion
By following the troubleshooting steps outlined above, most payment-related issues in the WebReg module can be resolved. If none of these solutions work, the issue may require further investigation. In such cases, submitting a support ticket will ensure the problem is addressed promptly. For further assistance, refer to related articles or contact support.