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Chargebee Troubleshooting and Contact Information (Beta)

December 9, 2024

Description

How to find answers to common questions and locate support contact information

What's in this article?

Frequently asked questions

Getting started

I have a question about Chargebee features or settings. Who can help me?

See the Contact information below for Chargebee software support details.

How do I enable Bank of America payments?

See the Chargebee Activation and Configuration steps to Configure payment settings.

Can I use multiple gateways?

Yes. You can specify which gateway to use for each customer's subscription plan. Contact Chargebee for assistance to add additional payment methods with other gateways. See Contact information below.

Can I run test transactions?

Yes. See Chargebee Activation and Configuration steps for testing options. 


Error messages

I entered my Bank of America Merchant ID and security keys in the Chargebee dashboard but received the error message, "Please check the submitted credentials. Not able to access the gateway."

Verify whether you are configured for the test environment or the live environment. 

  1. In the Chargebee admin dashboard top left corner it will show whether you are in the Test or Live environment next to your account name.Indicator of test or live environment
  2. If this is the expected environment, confirm you have logged into the correct location to generate your security keys for this environment, and have entered them in the correct order in your Chargebee dashboard, by referring to the Chargebee Activation and Configuration steps.
  3. If the error still persists, contact Chargebee for assistance. See Contact information below.
My customer encountered an error during checkout. What was the issue?
An error code or message appeared
  1. Identify the error code that appeared in the checkout screen.
  2. Lookup the Transaction Error Messages and Reason Codes to determine appropriate action.
An error code or message did not appear

Review the transaction in your Merchant Services account in online banking. 

  1. Access your Merchant Services account in online banking.
  2. In the left navigation, select Transaction > Transactions List and perform a quick search for the transaction (specify date range, if necessary, i.e., last 30 days).  
  3. Select the transaction that is creating the error by selecting the Request ID.
  4. Within the Details page, navigate to the Request Information box and find the Reason Code.
  5. Lookup the Transaction Error Messages and Reason Codes to determine possible action.
  6. If the transaction does not appear on the Transaction List, ensure the Chargebee Activation and Configuration steps were completed correctly.


Payment features and transaction management

How do I install digital payments such as Apple Pay, Google Pay, or Visa Checkout?

Bank of America does not currently support digital payments such as Apple Pay, Google Pay, or Visa Checkout with the Bank of America Gateway. 



Disable the Bank of America Gateway

How do I disable the Bank of America Gateway?

See the Chargebee Activation and Configuration step To archive the Bank of America payment gateway.


Contact information

If you are unable to locate the support information you need, use the contact information below for further assistance.

Table of contact information for Bank of America Merchant Services and Chargebee
Support typeContact information
Merchant Services account and Bank of America payments support833.344.2324
Chargebee software support


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