FAQ Merchant Control Panel (MCP) FAQ

Q. I have locked myself out of the MCP, how do I reset my password?

On the MCP home page under the area where you enter your login details, there is a blue "Forgotten Password" link. This will generate a token that is e-mailed to the address stored against the client ID and the user name. This e-mail can not be forwarded.

Q. What is CityPay's MCP password policy?

Your new password must not repeat any of the last 8 passwords and must not contain either your client id or your user name.

Your password must also complete the CityPay password security guidelines which ensures that a password must fulfil the following requirements:

  • Must be longer than 8 characters
  • The password is not a word found in a dictionary (English or foreign)
  • Must be a strong password (See below)

Password Formulation
A weak password is deemed as being: a common usage word such as Names of family, pets, friends, co-workers, fantasy characters, etc. Computer terms and names, commands, sites, companies, hardware, software; Birthdays and any other personal information such as addresses and phone numbers Word or number patterns such as aaabbb, qwerty, 123321, etc. Any of the above preceded or followed by a digit i.e. (secret1, 1secret, etc.)

A Strong Password is deemed as having the following characteristics: Contains both upper and lower case characters, Has digits and punctuation characters as well as letters e.g., 0-9.!@#$£%^~|{}[]<>, Are at least 8 characters long and Is not a word in any language, slang, dialect, jargon, etc.

Q. When trying to login to the MCP I am getting a "Session Compromise" message, why is this?

CityPay have a prevention filter that prevents a login session from being accessible from multiple public IP addresses. This has been added to prevent the possibility of an attacker stealing a session token and hijacking your session account. This will be displayed if you have not logged out correctly from one IP address prior to logging in on another. The previous session will be cleared after 30 mins by our systems.

Q. What is a MOTO transaction?

A Mail Order, Telephone Order transaction is a transaction made when the cardholder is not physically present. MoTo transactions are typically keyed into a physical or virtual terminal.

Q. What is an E-Commerce transaction?

This is when the sale and purchase transaction is completed electronically, typically over the internet.

Q. How do I generate a report?

Once you have logged in to the MCP using the details provided to you, navigate to the tab All Available Reports and click on this. You will then be presented with a list of reports that can be used with a description of each ones function supplied. Selecting the required report, you will be presented with a page that requires certain parameters to be selected or completed. For example, the Merchant ID (MID) the report is required on, Date range and transaction result. Once the parameters has been selected click on Display Results.

Q. Can I print a report?

Yes. You will first need to generate the required report. Once the report is displayed there is a drop down box on the top right hand side of the report that says "Export-As"

select the type of export you would like, the common choice is Excel Worksheet. Then use File>Print.

Q. What do the different fields on a report mean?

Depending on the report generated the common fields displayed in the report are as follows:-

  • List no.= The number of the transaction as displayed in the current report
  • MID = CityPays Merchant number 
  • TransNo = This is a unique number issued to each transaction for that MID
  • Date = This is the date that the transaction was processed (please note that a pre-auth transaction it will be updated with the latest instruction ie. the date it was completed.)
  • Time = This is the Time the transaction was processed (please note the default setting in reports is to display this as GMT)
  • Identifier = This is a field that is supplied by yourself which should help you identify the transaction.
  • Type = This is the type of transaction processed typical values are MOTO, E-com,and CA.
  • Result = This is the result of the transaction, typical values are Accepted, Declined, Rejected, Cancelled and Auth Req.
  • Mode = This whether a transaction was processed in Live or Test.
  • Card Number = This is masked card number used to make the payment.
  • Authcode = If the result is accepted then a series of numbers or letters and numbers will be displayed, This is supplied by the authorising bank, ( Please note that test transactions will be displayed with an authcode of A12345)
  • Amount = The value of the transaction processed.
  • Currency = The currency that the MID is processing in.

Q. The times in the reports are in GMT how can I change this?

When you login in to the MCP on the default page you will have an Area on the right hand side that says "Login Details" next to this is a link called change in brackets. If you click on this you will be provided with a new page titled Change my Settings. If you change the Time Zone using the drop down box from GMT to your local area this will change the Timezone the reports are displayed in.

Please Note that transactions are sent for settlement using GMT so a transaction processed at 23:02 GMT will not appear on a report that is in BST during the months of June to October run for the same date period. It will appear on the next days report.

Q. A transaction result is "referred", what does this mean?

This means that the bank has referred the transaction, which results in a declined payment on the internet. The bank does not tell us why the transaction has been referred, but it is normally due to:

  • a request for further information, such as authorised signature or card holder identification,
  • frequent use of the card within the last 24 hours
  • a random referral.
  • If the customer calls the card issuer, you may be informed that they are waiting for an authorisation code from the store. As this is an online purchase, an authorisation code CANNOT be obtained and sent to the card issuer to authorise the transaction.

We would therefore advise you to try again later, or to use a different card.

Q. A transaction has a result of "Not Attempted" what does this mean?

Not attempted means for whatever reason the payment was not attempted, this can be down to a number of reason ie . CV2 not supplied, card expired etc.

Q. A transaction has a result of "Waiting Authorisation", what does this mean?

If a transaction requires authentication using 3-D Secure, it will be marked as 050 waiting for authorisation. Should the transaction never be authorised i.e. the user decided not to continue with the transaction then the transaction will remain with the status set. This value will help to define whether authorisation was not fully processed at the time of the transaction.

Q. How do I know if a transaction has been settled?

You will need to find the relevant transaction using the Transaction Search. Then click on the yellow arrow icon on the right hand side of the transaction .

and then click on the View Transaction Details link on the right hand side.Scroll down to the section Settlement Details

  • BatchNo: The Number of the batch that this transaction is in that was sent to the acquiring. The total batch can be viewed using the Merchant Batch Report
  • Status:     This indicates whether the transaction is still open or settled. 
    • Open = transaction not yet sent to the Acquiring Bank 
    • Settled = transaction has been sent to the acquiring bank.
  • TX info: This field is normally empty, although a number of airlines use this field for the booking reference number etc.

Q. How can I search for a transaction?

There are two ways for searching for a transaction

  1. If you know one of the following details you can then use the "Transaction Search" link in the top right hand corner
    • Identifier
    • Transaction Number
    • Last four digits of the card used
    • Amount.
    • Authorisation Code
    • Masked card number - this needs to be entered as the first 6 digits of the card number and the last 4 digits then *'s for the numbers in between. The total number of digits entered including the  *'s needs to be the exactly same as the full card number therefore a 16 digit card number would require six *s and a 18 digit card would require eight *s.  For example a 16 digit card should be entered as 400000******0002.

     2. If you only know the date of the transaction then you will need to use the "Merchant Transaction Report".

Q. How do I perform a refund through the MCP?

In order to refund a transaction:-

    1. Use the search link and enter the necessary criteria, ie. last 4 digits of the card or transaction number to find the original transaction.
    2. Either double click the transaction or click once on the icon on the left of the line to drill down to the transaction details.
      (This will enable you to confirm that the transaction selected is the correct one and to proceed with the refund).
    3. Click on the link ‘Refund this transaction’ underneath the transaction details.
    4. The secure refund terminal will enable you to enter the amount of the refund (which can be any amount up to and including the full amount. Please note that the amount will require a decimal point now ie. 1.23 You may change the ref/identifier of the refund as required.
    5. Click on the ‘Confirm Refund’ button to proceed. The next page will allow you to review your refund.
    6. Click on ‘Process Refund Transaction’ to complete the refunding.

Q. What is a LUHN Check?

A LUHN check will validate the card number input against our records. If this fails then the card number you have input is not valid.

Q. Why does the MCP sometimes show badly formatted pages?

This is caused when your browser caching is not clearing properly,

  • On Windows, you can manually refresh by using Ctrl+F5.
  • On a Mac use the "Clear Browser Data".
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