All Things Kazang Pay - Troubleshooting Guide

Overview

Kazang Pay is one of our top performing service that is offered to all our existing and newly onboarded vendors. Kazang Pay allows all our registered vendors to actively complete card transactions for customers at point of sale.

Cash may always be king, but it is important to note that customer security is top of Kazang Pay priorities with the services on offer. This is complete comprehensive Troubleshooting guide has been compiled to assist you when dealing with any vendor queries regarding Kazang Pay and its features.

Various Bank Response Codes

The vendor will receive various error messages that will display a Banking Code Message, these error messages let us here at Kazang know not to honour the payment.

Resolution Steps:

To resolve and these Bank Response error code messages and clear from the vendor's device to allow them to continue trading, the following steps MUST BE completed:

• Send the Field Agent/Rep a copy of the list of error codes
• Advise the Field Agent/Rep that as this is a banking error, we are unable to resolve the error on our and the customer/vendor MUST content their issuing bank for further assistance and resolution of the query

Response Codes:

You can view the list of the Bank Response codes by click and downloading the attached file at the bottom of this article.

Use "CTRL+F" to search and locate the relevant code detail easily.

Error Processing Transaction

The vendor will receive this error on their Kazang Pay screen when the device has lost its keys. The keys referred to is a certain code that enables the device to process card transactions. Without these keys, the device would not be able to process card transactions and will continue to return the error seen below. 

When would a device lose keys:

• When the device has been tampered with
• When the device has received physical damage, and the impact of the damage has caused the device to compute that it has been tampered with. 

Key download errors:

Should any one of the following errors occur, it means that the network is weak and not strong enough to download the keys. 

• TimeOut
• Could not connect to KMS

Should the below errors appear, the vendor's query needs to be escalated into the Kazang Pay Support team for further handling:

• Persistent connection errors even after troubleshooting
• The device is not on the whitelist

Action Step	Action Detail	Device Journey
Step 1	Click on the Home Button of the Kazang device
Step 2	Select App Market
Step 3	Select either Open or Download next to the KMS app being displayed on the App Market
Step 4	Once successfully downloaded, open the KMS app
Step 5	Click on the "Get key" icon
Step 6	The keys will now start downloading on the vendor's device (Please make sure that there is a strong internet connection. This is a requirement for keys to download)
Step 7	A successful download will populate the following screen

No Such Issuer

The vendor will receive this error on their Kazang Pay screen when there is no Merchant ID (MID) allocated to the vendor’s profile. Merchant ID's (MID) are issued daily and are then allocated and activated on a vendor's profile.

Alternatively when Kazang has run out of Merchant ID's (MID), the vendor would need to wait until after midnight to confirm if their MID has been activated

Resolution Steps Required:

To resolve and clear this error message, the agent should inform that a MID for their vendor will be allocated the following day or after midnight They would only be able to transact if they have an active Merchant ID associated with their profile.

Should the below errors appear, the vendor's query needs to be escalated into the Kazang Pay Support team for further handling:

• The error persists or remains for more than a day.

Serial Number is not linked to your profile

The vendor will receive this error message on the Kazang Pay screen to indicate that the current device in use is not linked to the vendor's account.

This error occurs if the app data was not cleared on a refurbished or a device that was used by another vendor. Alternatively, another instance is that the serial number on the current device does not match to the vendor's information on any of systems or sub-systems respectively.

Resolution steps required:

There is two possible solutions that can be followed to resolve and clear the error message on the device:

• First Line Device Troubleshooting by guiding the vendor through the required actions to be completed on the device to clear the error message and allow the vendor to continue trading.
• If the error message still persists, then the query will need to be escalated to our Kazang Support Team for resolution to be achieved.

It is important to understand that before any query is escalated into the Kazang Support Team, all first point of contact troubleshooting MUST be completed and all actions detailed within the ticket raised in the Kazang Support Team.

 First Line Troubleshooting Steps: 

The below guidance steps will allow you to clear the app data on the device of the vendor:

Action Step	Action Detail	Device Journey
Step 1	Select Settings from the main menu home screen
Step 2	Select the Apps & Notifications option
Step 3	All apps currently installed on the device will now be displayed. Select the Kazang Pay App
Step 4	Select the Storage option on the app details screen
Step 5	After selecting “Storage”,  Click on “Clear data”

Transaction Did Not Settle

There are numerous and too various reasons the vendor will receive this error on their Kazang Pay screen for a transaction not settling at all, or not settling immediately. While the reasons may differ, the way in which we will look for a transaction and the checks we will do, remains the same. 

To confirm if the settlement has been successful on Content Ready, below is a summary of the status you will see in that regards:

When would transactions not settle:

First line troubleshooting steps:

Before investigating the reason for the transaction not settling, you will first need to locate the vendor's profile on Content Ready. This can be done by following the below guidance steps:

Kazang Pay Errors and Escalations

Below is a detailed guide of the most received and queried error message vendors can receive on their devices followed by the appropriate escalation route highlighting the SLA turnaround time for resolution:

Device Error Messages and Resolution Requirements

Additionally there other error messages that vendors may receive on their registered Kazang devices, some of these error message can be resolved simply by educating the vendor on the required steps.

*Have we missed anything in this article? 

Email operationssupport@kazang.com should you need any more information to be added onto this article.