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FAQ

Find answers to all of your questions here in the Moneris Developer Portal FAQ. If you can’t find what you’re looking for here, please be sure to contact the Developer Portal Support Team.

General


Moneris Gateway does not a have a feature I need, how can I submit a suggestion or an idea for a new feature?

We love feedback on how to make our system better, please email us your suggestions for how Moneris can improve our Moneris Gateway at eproducts@moneris.com.

We love feedback on how to make our system better, please email us your suggestions for how Moneris can improve our Moneris Gateway at eproducts@moneris.com. New features and ideas will be forwarded to the Moneris Gateway product manager to be considered for potential inclusion in future releases.

How do I add eFraud features to my merchant account?

To add eFraud features to your existing merchant account, please call the Moneris Sales at: 1-866-319-7450.

To add eFraud features to your existing merchant account, please call the Moneris Sales at: 1-866-319-7450.

How do I use Authorize.net with Moneris Gateway?

Authorize.net is not compatible with Moneris Gateway and requires a different kind of Moneris account.

Authorize.net is not compatible with Moneris Gateway and requires a different kind of Moneris account. Please contact Moneris Sales at 1-866-319-7450 to have this issue resolved.

Please stop sending notification emails to my old email address or my old employees.

You can configure which email addresses you receive notifications to by simply logging into the Moneris Merchant Resource Center.

You can configure which email addresses you receive notifications to by simply logging into the Moneris Merchant Resource Center and selecting the following:

Admin→Notification

What is the difference between batch upload and closing the batch?

The word "batch" represents 2 different things on the Moneris Gateway.

The word "batch" represents 2 different things on the Moneris Gateway:

  1. Instead of making thousands of small deposits into your bank account each day and racking up transaction fees, Moneris makes one lump deposit. A group of these transactions is what we call a batch. The batch report is for examining this type of batch.
    • An open batch is a group of transactions that have not yet been deposited into your bank account.
    • A closed batch is a group of transactions that have been deposited into your bank account.
    • A void transaction is for when you want to refund a customer and the original transaction is still in an open batch.
    • A refund transaction is for when you want to refund a customer and the original transaction is still in a closed batch.
  2. A Batch Upload is when you send a large group of transactions to Moneris to be processed all at once. The batch report will show all the transactions that have been processed in the account, manually processed transactions as well as batch upload transactions will be shown in the batch report.

What is the easiest and fastest integration method to get payment processing working on my website?

Hosted Pay page.

Where can I get help with my Moneris products that are unrelated to the Moneris Gateway?

For assistance with this issue, please call the Moneris Contact Center at: 1-866-319-7450.

For assistance with this issue, please call the Moneris Contact Center at: 1-866-319-7450.

Where can I get help with questions about charges to my account?

For assistance with this issue, please call the Moneris Contact Center at: 1-866-319-7450.

For assistance with this issue, please call the Moneris Contact Center at: 1-866-319-7450.

Security


Is Moneris PCI Compliant? Is Moneris PA-DSS Compliant?

Moneris is PCI-DSS certified at the highest level of PCI compliance which is Level 1 compliance; in addition the Moneris Gateway system is PA-DSS certified application.

Why do I have to change my password on the Moneris Gateway so often? Can this be turned off?

The password requirements are not set by Moneris but by the credit card industries.

The password requirements are not set by Moneris but by the credit card industries. PCI Security Standards council requirements are the same across all merchant Acquirers. The council is made up of merchants, value added resellers, banks, acquirers (like Moneris), payment networks (like Visa/MasterCard) as well as other stakeholders. They consider the needs of all stakeholders and they weigh the inconvenience of changing passwords against the need to protect card holder data. Based on their analysis they have decided that the best balance is to have merchants change their passwords every 90 days.

Support and Troubleshooting


Can I use the test server for stress testing my application?

The test server should not be used for stress testing.

The test server should not be used for stress testing.

Can you guide me through how to use the Moneris Gateway Virtual Terminal?

Yes, for training on how to use the Virtual Terminal please contact Customer Service at: 1-866-319-7450.

Yes, for training on how to use the Virtual Terminal please contact Customer Service at: 1-866-319-7450.

Help! I am getting the following error message "Incomplete Transaction" when trying to process a transaction through the Moneris Gateway Virtual Terminal

Please ensure that you are using a unique Order ID, try leaving the field blank and process a transaction (an Order ID will be generated automatically for you).

Please ensure that you are using a unique Order ID, try leaving the field blank and process a transaction (an Order ID will be generated automatically for you).

How do I configure my shopping cart / integrated software to work with Moneris Gateway?

This depends on the integration method used by the company that developed the solution.

This depends on the integration method used by the company that developed the solution. Please refer to the solution developer for instructions on how to configure their software to work with the Moneris Gateway.

How do I get my SFTP/Batch upload password?

To receive your Production SFTP Username and Password, please have your main contact person e-mail the Moneris Gateway Integration Support department at eproducts@moneris.com.

To receive your Production SFTP Username and Password, please have your main contact person e-mail the Moneris Gateway Integration Support department at eproducts@moneris.com. When e-mailing, please provide your merchant name, store ID, as well as your business address, phone and fax number. Your SFTP account information will be sent via fax to the number provided.

How does recurring billing handle recurring dates when the recur charge date is a date such as 31 in a month like February with only 28 days?

Consider the following example:

Consider the following example:

  • A new transaction is created in June and set to charge on the 31st of each month:
    • July charges ok
    • August charges ok
    • Come September there is no 31st day, so the system switches the date to the 30th
    • October will be charged on the 30th (the new recur date), not the 31st
    • Until February, at which point the 28th will become the new recur date.

I am not able to use the Forgot Password feature, how do I reset my password? Can I email you for assistance?

Please call Customer Service at 1-866-319-7450. For security reasons, we cannot reset passwords by email.

Please call Customer Service at 1-866-319-7450, and a representative will assist you with this by setting a temporary password on your account manually. For security reasons, we cannot reset passwords by email.

I cannot log into the Moneris Gateway Virutal Terminal it says: “Login failed” I am entering the right Store ID and password.

Please ensure that you are on the right web page.

Please ensure that you are on the right web page.

Login page for Canada based merchants:
https://www3.moneris.com/mpg/
Login page for USA based merchants:
https://esplus.moneris.com/usmpg/index.php

My Batch Upload file will not process and says filename.LOCKED

This indicates that there is a problem with the filename.

This indicates that there is a problem with the filename. Please remove all spaces from the name and ensure the extension "csv" is in all lower case.

My Moneris pinpad is not working

For technical support please contact the Moneris Contact Center at 1-866-319-7450.

For technical support please contact the Moneris Contact Center at 1-866-319-7450.

My system is down and I cannot process payments, what number do I call to manually process a voice authorization?

Please call 1-866-802-2637 to process a voice authorization.

Please call 1-866-802-2637 to process a voice authorization. For assistance or instructions on how to process these funds once your system is back online contact us at 1-866-319-7450.

What can cause an API Token mismatch?

An API Token mismatch can be caused by several situations.

Note: Your production Store ID and API token will not work with the test servers. The test servers have separate shared credentials. The test account credentials are listed in the integration guides.

Incorrect server address
There are 4 servers, make sure you use the correct one:
  1. USA Test Server https://esplusqa.moneris.com:443/gateway_us/servlet/MpgRequest
  2. USA Production Server https://esplus.moneris.com:443/gateway_us/servlet/MpgRequest
  3. Canada Test Server https://esqa.moneris.com:443/gateway2/servlet/MpgRequest
  4. Canada Production Server https://www3.moneris.com:443/gateway2/servlet/MpgRequest
Incorrect Store ID
Make sure you use your store ID and not your merchant number

Your store id starts with letters
eg. monca0000, or monus0000

Your merchant number starts with numbers
eg. 295000000000 or 00302000000000

Incorrect API Token
The API token is case sensitive, make sure you copy and paste if from the Moneris Gateway website and that no letters or numbers are missing. Also make sure that no spaces were copied by accident.

What is the difference between an ECI of 5 and an ECI of 6?

The ECI5 is a fully authenticated, liability shift protected from chargebacks, while in an ECI6, an attempt was made by the merchant but the issuer was not able to perform the authentication.

ECI 5 - Fully authenticated, liability shift protected from chargebacks.

Note: If AVS or CVD fails but VBV or SecureCode passes then the merchant may not be protected from chargebacks.

ECI 6 - An attempt was made by the merchant but the issuer was not able to perform the authentication.

What is the easiest and fastest integration method to get payment processing working on my website?

Hosted Pay page.

Hosted Pay page.

Why am I getting the error “no permission for cvd_info / avs_info”?

You are sending CVD/AVS information when this feature is not enabled on your merchant account.

You are sending CVD/AVS information when this feature is not enabled on your merchant account. To resolve this issue you can add AVS/CVD to your account or disable AVS/CVD in your application. Alternatively, you may also have the wrong API token entered into your software.

Why am I getting the following error message "Invalid Store Credentials"?

The "Invalid Store Credentials" message can be caused by multiple situations.

The "Invalid Store Credentials" message can be caused by multiple situations:

  • Your Hosted Pay Page/DirectPost configuration was setup on the test server, but not on the production server.
  • Your integrated solution was only built for the Canadian gateway but you are trying to use it with the US gateway (and vice versa).
  • Your program is pointing to the wrong server (test versus production).
  • The ID and Key have been mistyped.

Why can’t I use French characters on the Hosted Pay Page? What are my options?

Unfortunately, the inability to accept French characters on the Hosted Pay Page is due to the ASCII character set that the Hosted Pay Page uses which does not include the support of French characters.

Unfortunately, the inability to accept French characters on the Hosted Pay Page is due to the ASCII character set that the Hosted Pay Page uses which does not include the support of French characters. The only alternative if you need to accept French characters, is to use another integration method such as API integration. API integration has many advantages over the Hosted Pay Page but it also has some tradeoffs such as the need for PCI compliance, an SSL certificate as well as the added complexity and difficulty of programming an API solution

Why do transactions still get approved even when they fail an eFraud Address Verification Service(AVS) or Card Verification(CVD) check?

The card holder's bank will approve or decline a transaction based on their own set of criteria which means they might decide to approve a transaction even when the CVD or AVS information does not match.

The card holder's bank will approve or decline a transaction based on their own set of criteria which means they might decide to approve a transaction even when the CVD or AVS information does not match. Since liability for fraud ultimately lies with the merchant it gives the merchant the final say with whether or not to process a transaction. If you suspect that the transaction is fraud then you should void the transaction. If you know the transaction is not fraud or if you are willing to accept the risk of a chargeback then you should let the transaction stand. eFraud AVS/CVD features give merchants the flexibility to do what makes the most business sense for their situation.

Why is the test server not available?

Moneris makes every effort to ensure that the testing environment is operating and available to merchants for development..

Moneris makes every effort to ensure that the testing environment is operating and available to merchants for development. Unfortunately, since the testing system is only a testing environment, we cannot guarantee that the system will always be available.

Integration


Can you do my integration for me? When can you start?

Due to the volume of calls and emails that the Integration Support Department receives, we are only able to provide support for specific integration related questions and for specific issues with the the Moneris Gateway gateway.

Due to the volume of calls and emails that the Integration Support Department receives, we are only able to provide support for specific integration related questions and for specific issues with the Moneris Gateway. Unfortunately, we don’t have the resources to develop payment modules. You will need to buy a payment module that has already been integrated with the Moneris Gateway, create a module yourself or hire a programmer to do the integration.

For a list of PA-DSS certified solutions please refer to the PCI Site

How do I get my Moneris Gateway account to work with PayPal PayFlow Pro?

This requires a different kind of account; please contact Moneris sales to get a PayPal PayFlow Pro account.

This requires a different kind of account; please contact Moneris sales to get a PayPal PayFlow Pro account. Moneris Sales can be reached at 1-866-319-7450.

How do I register my certification?

Simply send an email with subject “Certification Registration" to eproducts@moneris.com and we will reach out to you to collect the necessary details.

Simply send an email with subject "Certification Registration" to eproducts@moneris.com and we will reach out to you to collect the necessary details.

Is there a certification required for Moneris Gateway integrations?

For the most part a Moneris Gateway card-not present integration is a self-certification exercise, but we do encourage solution providers that plan on reselling their solution to mutual customers to notify us of their certification status.

For the most part a Moneris Gateway card-not present integration is a self-certification exercise, but we do encourage solution providers that plan on reselling their solution to mutual customers to notify us of their certification status and here is why:

  • Certified solutions are assigned configuration codes, meaning they are known to Moneris’ internal sales processes. You can then publish for reference when applying for a merchant account and this will make the merchant account process run much smoother.
  • Solutions known to us that maintain the necessary compliance standards and keep their certification in good stand can at their option have their solution posted on our resource pages to promote themselves to the many thousands of prospective merchants that come to Moneris.com every day.
  • Depending on the features, functions and if it fits within Moneris’ key market segments, you may be eligible to participate in Moneris’ Partners Program.