Q. Troubleshooting payment issues with library fees

If a customer reports that the system is not allowing them to pay their libraries fees online here are some troubleshooting tips. 

Note – while there have been a few instances of the system malfunctioning, the majority of issues are related to user error or a problem with their bank. 

Here are some common problems that have arisen for users - usually on their end.

• Typing in the wrong credit card information
  • Including if the person has that information saved it could be saving or referring back to old information.  I had a woman who user different card and had a problem each one but her saved data kept referring back to one card and bad info in the saved entry.  Clear cookies, cache and passwords.
  • If your card is off of your parents account then sometimes there is a disconnect between your name and the billing address used.  I believe you would have to use your parents billing address.
• The card is on an international bank.   Those will not go through.  
• Their bank is blocking you for some reason.  The customer would need to contact them. 
• Issues with their browser.  I would try a different one from the one they are using.
• It could be the computer they are using.  A security setting may be blocking things. Try a different computer. 

If they continue to have problems:

• If the person is here on site, contact Mona directly via slack before the customer leaves.  It is much easier for Mona to resolve the issue in-person.  
• If Mona is not available put in a helpline ticket.  
  • Note that this is for LSP administrators.  There are quick/simple things we can check before having to kick a problem up to someone on TeSS-Dev.  Some information that is useful to have:
    • Customer name, card and contact information
    • Date and time they tried and failed to be able to pay
    • Have they been able to do so with other fees and if so when
    • Screen shots (but make sure TO NOT INCLUDE CREDIT CARD INFORMATION)
      • URLs of the screens they are on before and after the run into a problem
      • The error message they get
    • Any steps taken by them or you already (e.g. trying a different card, clearing cache)