Frequently Asked Questions (FAQs)
- Q: I am an existing CommSecure Client with a technical issue - should I call Help Desk Service or Sales Enquiries?
- A: If you find that one of your current CommSecure Products does not work according to specification, then please call the CommSecure Help Desk. However if you would like to change or upgrade an existing product, please contact our Sales Team.
- Q: When contacting the Help Desk about a problem what information should I have ready?
- A: Have your CommSecure merchant ID ready, along with details of the problem including what the problem is and what time it occurred.
- Q: How do I perform testing? Is there a test environment?
- A: When you become a CommSecure client you will be issued with two merchantIDs. One will be a "test" merchantID which can be used to test your system's interaction with the CommSecure payment gateway test environment. The other will be your "live" merchantID which will be used to submit real transactions to be processed by the bank.
- Q: How do I refund a credit card transaction?
- A: Please refer to the administration and reporting section of the PaySecure Product Specification document. If you are unable to locate this document, call the Help Desk.
- Q: I need to change the bank account that payments through the CommSecure payment gateway settle to. How do I do this?
- A: For credit card payments CommSecure does not send payments to a bank account. Instead payments are sent through a bank terminal which will be issued to you by your bank. The bank terminal will then direct the payments to a particular bank account. If you need the bank account changed contact your bank to have the terminal direct payments to your new bank account. For direct debit/credit payments contact the CommSecure Help Desk for further instructions.
- Q: How do I view my transaction reports?
- A: Go to https://clearance.commsecure.com.au/cgi-bin/Report.cgi. From here you will need to login to view your reports.
- Q: A payment was declined or returned with an error. Why did this happen?
- A: Please refer to Appendix C in the PaySecure Product Specification document. Here you will find a list of error codes and their meaning. If you are unable to locate this document, please call the Help Desk.
