FAQ 2017-03-16T10:24:03+00:00

Do you have any questions? Just take a tour in our frequently asked questions section first and if you can’t find your answer feel free to contact us!

What is a ProductUserVAN? 2017-01-23T11:33:57+00:00

The Virtual Account Number (VAN, or Reference Number) is used by Kalixa Accept to match customer deposits into a bank account owned by either Kalixa Accept or the merchant with customer payment accounts. Each customer is assigned their own ProviderUserVAN by the system, which the customer must indicate in the “purpose of payment” section of their transfer request form.

How long can we continue to use our old payment processing system? Does it stop working once the Product Environment is activated? 2017-01-23T11:36:13+00:00

How long you continue to use your previous payment system is up to you. Kalixa Accept only processes those transactions that are sent to our servers; any ‘splitting’ of payment processing responsibility between Kalixa Accept and another payment processor is handled by your system.

For withdrawal/outpayments to customers, is it necessary to send the amount in the payment initiation? 2017-01-23T12:28:04+00:00

When initiating a withdrawal/outpayment, you have the option of pre-defining the amount or leaving the amount ‘open’ as a customer-editable field in the Payment Details page. In the case of an ‘open’ transaction, the Kalixa Accept Payment Service will notify your system of the amount requested before executing the payment, allowing you to apply limit or risk checks.

Why does the ‘amount’ section appear on the Payment Details page even though the amount to be paid was pre defined? 2017-01-23T12:28:28+00:00

When the amount to be paid is predefined in the payment initiation (parameter grossAmount), the ‘amount’ section appears for the information of the customer, but it is a read-only (non-editable) field.

Is it possible to initiate an ‘automated’ withdrawal/outpayment (i.e. there is no redirection of the customer to the Payment Details pages)? 2017-01-23T12:28:59+00:00

Yes, this is possible. Use the web method “getPaymentAccounts” to get the customer’s account details (provided that they are already registered with Kalixa Accept) and use the web method “initiatePayment” to initiate the transaction.

When are the IBAN and BIC fields shown on the bank transfer outpayment page? 2017-01-23T12:29:15+00:00

The IBAN and BIC fields are shown when Kalixa Accept has not been provided with the customer’s country (parameter countryCode2). If the customer’s country of residence is known, these fields are not shown.

How does Kalixa Accept know the registered address of a customer for the purpose of the payment origin checks? 2017-01-23T12:29:30+00:00

This information is obtained via one of the various user-registration related web methods called by the merchant upon the customer’s first transaction. In order for these checks to function, the user’s registered country (parameter address) must be passed to Kalixa Accept by the merchant.

Are withdrawals/outpayments possible? 2017-01-23T12:29:53+00:00

Yes. However, please be aware that not all payment methods support withdrawals/outpayments. For further details regarding the availability of withdrawals/outpayments via given payment method, please contact your Kalixa Accept Project Manager.

What is a ProviderUserVAN? 2017-01-23T12:30:35+00:00

We use the Virtual Account Number (VAN, or Reference Number) to match customer deposits into a bank account owned by either Kalixa Accept or the merchant with customer payment accounts. Each customer is assigned their own ProviderUserVAN by the system, which the customer must indicate in the “purpose of payment” section of their transfer request form.

How long can we continue to use our old payment processing system? Does it stop working once the Production Environment is activated? 2017-01-23T12:30:48+00:00

It’s up to you. Kalixa Accept only processes the transactions that are sent to our servers; any ‘splitting’ of payment processing responsibility between Kalixa Accept and another payment processor is handled by your system

For withdrawals/outpayments to customers, is it necessary to send the amount in the payment initiation? 2017-01-23T12:31:02+00:00

When initiating a withdrawal/outpayment, you can pre-define the amount or leave the amount ‘open’ as a customer-editable field in the Payment Details page. In an ‘open’ transaction, the Kalixa Accept Payment Service will notify your system of the amount requested before executing the payment, allowing you to apply limit or risk checks.

What exactly is a ‘Payment Attempt’? 2017-01-23T12:31:14+00:00

A payment attempt is logged every time a user is redirected from the merchant’s site to the Kalixa Accept Redirect Payment pages. This check helps to counter money laundry operations by limiting the number of payment requests an individual may make over a specific time period. Logging takes place whether the attempt was successful or not, although the impact of breaching the limit on payment attempts can be configured in consultation with the Kalixa Accept Anti-Money-Laundry team.

What does the error ‘The element has invalid child element’ mean? 2017-01-23T12:31:28+00:00

This error implies that an element has either invalid data entered as its value, or there is an empty field where a value was expected. Ensure that all required elements have valid values, and that unused parameters have an ‘isNull = true’ property.

How are test transactions distinguished from live (real-money) transactions? 2017-01-23T12:31:42+00:00

The Test Environment has a different URL, and payment initiation requests are made using different credentials from the Production Environment.

Is the Test Environment’s HTML template different to the Production Environment’s template used for the Payment Redirect pages? 2017-01-23T12:31:56+00:00

No, testing is done using the merchant’s template in the Test Environment first, and after tests are completed successfully, it becomes the Production Environment’s template.

Can I access the Test Environment from my site’s live environment? 2017-01-23T12:32:23+00:00

Yes, although ideally you should access the Test Environment from your own test server or the PC from which your developer is testing or developing your website.

Are payments on the Test Environment ever actually executed in real funds? 2017-01-23T12:32:41+00:00

Payments on the Test Environment are initiated using ‘mock’ (fake) providers or using connections to the test environments of providers. The Test Environment never handles real money transactions.

What files make up the SSL (Secure Sockets Layer) certificate? 2017-01-23T12:33:07+00:00

.csr file: Certificate Request file .key file: Private Key file .cer file: Certificate Chain file These files should be sent to Kalixa Accept in an encrypted format and the security passphrase should be given by phone (NOT electronically).

Is the certificate installed on the Tets Environment? 2017-01-23T12:33:19+00:00

No, normally this is only installed in the Production Environment.

Is a public key necessary? 2017-01-23T12:33:32+00:00

No, not if the certificate has been issued by a standard Certificate Authority such as VeriSign or Thawte, as their public key is already included in our trusted store. However, if you are using an alternative Certificate Authority, a public key is needed. For more information and a list of those Certificate Authorities whose keys are already included in our trusted store, please contact your Project Manager.

How should the fields Country, State, Locality, Organisation, organisation unit and common name be filled out? 2017-01-23T12:35:04+00:00

Country, State, Locality, Organisation and organisational unit correspond to the merchant’s physical address. The common name, also known as the Fully Qualified Domain Name (FQDN) is the full name used for the host of the payment pages. Generally, this should be ‘payment.merchantname.com.’ where ‘merchantname’ is the main domain name of the merchant.

What is an Extended Validation (EV) certificate? 2017-01-23T12:35:17+00:00

An Extended Validation certificate triggers visible security cues in the customer’s browser (such as a green address bar that displays the name of the organisation that owns the SSL certificate and the name of the Certificate Authority that issued it). An investigation of the EV certificate requesting entity is performed by the Certificate Authority before the certificate is issued. The following browsers that support this technology include Microsoft Internet Explorer 7, Mozilla Firefox 3, Safari 3.2, Opera 9.5, Safari 3.2, Flock 2.0, Google Chrome, and higher versions of these browsers.

Is it possible to make the customised content displayed on the Payment Redirect pages dynamic by adding JavaScript, Flash, Ajax, or QuickTime content? 2017-01-23T12:35:27+00:00

Inclusion of dynamic content may impair the security of the Payment Redirect pages and distract the user from the payment process. In general, we don’t support or recommend dynamic content on the Payment Redirect pages. Please contact your project manager for more details.

Will Kalixa assist with developing my customised Payment Redirect template? 2017-01-23T12:35:46+00:00

We’ll support you in the implementation of your Payment Redirect template, but we can’t assist with template design. If you’re having difficulties in designing a custom Payment Redirect template, you could consider using the Kalixa Accept Standard template.

Do the Payment Redirect pages support multiple languages? 2017-01-23T12:35:58+00:00

Yes. The language the Payment Redirect pages will be displayed in is determined by the parameter languageCode in web method “getRedirectDataRequest”. Languages currently available: English (en) German (de) Italian (it) Spanish (es) Swedish (sv) French (fr) Turkish (tr) Greek (el) Polish (pl) Norwegian (no) Danish (da) Catalan (ca) Czech (cs) Hungarian (hu) Dutch (nl) Portuguese (pt) Russian (ru) Slovenian (sl) Croatian (hr) Slovak (sk) Romanian (ro) Bulgarian (bg).

My customers are redirected to Payment Pages in English, but my website is in another language – why is this happening? 2017-01-23T12:36:10+00:00

Please ensure that when calling the “getRedirectDataRequest” method that you specify the ISO two-character languageCode (e.g. en, de, fr). If this code is not specified, the default language for the payment controls is English.

Can images for our customised redirect pages be placed on our servers, with just a reference to the file location in the payment pages? 2017-01-23T12:36:22+00:00

No. For security reasons, images (and all other elements of the redirect payment pages) must be located on the secure payments server.

Does Kalixa redirect integration type support iFrame? 2017-01-23T12:36:33+00:00

Yes, by using ProcessRedirectPaymentInPopup.

Can I make HTML and CSS changes to the customised Payment Redirect pages after they have been published? 2017-01-23T12:36:46+00:00

Yes, you may submit changes at any time to Kalixa Accept. Please note that while changes can be made quickly in the Test Environment, it may take some time to change elements in production due to security reasons. Contact your project manager or the Kalixa Accept Merchant Service team for more information.

Can I use a custom ‘favicon’ for the payment pages? 2017-01-23T12:37:16+00:00

Yes, the merchant can send Kalixa Accept a ‘favicon’ to be used on the Payment Redirect pages.

Can I use a custom, TITLE> tag on the Payment Redirect pages? 2017-01-23T12:37:26+00:00

Yes. You may place whatever text you wish in this section of the HTML.

Can I have a copy of the WSDL documentation for the Payment Service Listener? 2017-01-23T12:37:37+00:00

The WSDL documentation is available via the link in the KALIXA Integration Manual.

On which payment state changes will I receive notification? 2017-01-23T12:37:47+00:00

You can be notified on any state change you wish. KALIXA can provide a list of recommended notification states, as not all state changes may be significant from an order processing perspective.

When a payment is refused by the payment provider, is the Payment Service Listener notified of the reasons? 2017-01-23T12:38:01+00:00

While it’s possible to send reasons for these refusals, it is recommended that for the purposes of information clarity that you instead investigate such cases using the Payment Service Admin tool, where detailed information on the transaction in question is more readily available.

Why is the PaymentID different in the notification than from the initial request (i.e. there is a ‘_01’ at the end of the number)? 2017-01-23T12:38:10+00:00

Whenever a customer attempts to complete a payment request, it is logged by the KALIXA Payment Service, and a suffix is added to the PaymentID to identify each attempt. Therefore, the third attempt for PaymentID 9876 would be displayed as 9876_03.

When do notifications of captured payments typically arrive? 2017-01-23T12:38:24+00:00

The merchant can define the time between authorisation and capturing of payments at initial setup. As capture requests are handled on a per-batch basis by the KALIXA servers, you can expect these capture notifications to arrive at a regular time each day.

Are notifications made to the merchant’s Payment Service Listener available also in the live phase of integration? 2017-01-23T12:38:44+00:00

The Payment Service Listener is used in both test and live phases.

Is a notification sent to the Payment Service Listener when a customer doesn’t complete the payment form or otherwise doesn’t complete the payment process? 2017-01-23T12:39:10+00:00

No, it isn’t possible to receive notifications for the absence of certain actions.

What happens if the Payment Service Listener doesn’t respond to requests? 2017-01-23T12:39:23+00:00

The PS Listener doesn’t respond to requests. Rather, it contacts your web server by sending a notification there. If this notification isn’t answered (using one of the response codes listed in the Integration Manual), the PS Listener will by default attempt to resend the notification three more times, although this behaviour is configurable per merchant request.

Can my Payment Service Listener be notified of every CapturedByProvider state change event? 2017-01-23T12:39:35+00:00

Yes, this notification scheme can be configured.

What’s the difference between the WSDl URL and the Service URL as listed in the Integration Manual? 2017-01-23T12:50:09+00:00

The WSDL (Web Services Description Language) URL consists of a machine-readable list in XML of web services which are available on the Service URL. The Service URL is the address to which SOAP requests to call these web services should be sent.

We have made some test transactions and received successful notifications, but we cannot see these transactions in the Payment Service Admin. What’s wrong? 2017-01-23T12:49:56+00:00

Your logins to the Payment Service Admin only allow you to view transactions associated with your merchant/shop. Ensure that you have correctly entered your merchantID and shopID in your requests.

What’s a ‘SOAP Security Header’ and why do we need it? 2017-01-23T12:49:45+00:00

SOAP security headers are industry standard security protocols used to authenticate the client making a request to the Kalixa Accept Payment Service. They’re a mandatory part of any SOAP request made to Kalixa Accept, as they are integral to ensuring data security. For an example of a SOAP security header, please see the appendix to the Integration manual. The Kalixa Accept Payment Service is using the WS-Security standard as specified by OASIS standard V1.0 (for more details see http://www.oasis-open.org/committees/tc_home.php?wg_abbrev=wss).

Is it possible to have a generic account for the Self Service Tool assigned to a team, such as ‘Administration’, ‘Marketing’ or ‘IT’? 2017-01-23T12:49:33+00:00

Due to security concerns, accounts for the back-office tool may only be assigned to real persons, not groups.

What must my Self ServiceTool password look like? 2017-01-23T12:49:21+00:00

Your password must have at least:

  • Two capital letters
  • Two lower-case letters
  • Two numbers
  • Two special characters (such as ‘!’ or ‘?’)

A total of eight characters.

I cannot open the Self Service Tool login page. What should I do? 2017-01-23T12:49:10+00:00

You are probably trying to access the back-offeice tool from a non-authorised IP address. Ensure that you are using an IP address that was approved by Kalixa for accessing the tool. You can verify your current IP on Windows machines by opening the command prompt and typing ‘ipconfig’.

Can I access the Self Service Tool from my home office or through a notebook with a mobile internet connection? 2017-01-23T12:48:59+00:00

Yes, as long as the connection takes place using a fixed IP address pre-registered with Kalixa Accept.

What is the Self ServiceTool? 2017-01-23T12:48:47+00:00

This is an online web application used by Kalixa Accept and our merchant partners to view, modify and execute actions upon payments initiated by end users. For more information on the capabilities and use of our bac-office tool, please contact your Kalixa Accept Project Manager.

Can I access the Self Service Tool using dynamic IP addresses? 2017-01-23T12:48:37+00:00

In the interests of security a fixed IP address pre-registered with Kalixa Accept is required. Contact your ISP to receive a fixed IP address.

Are there any test credit cards we can use on the Test Environment? 2017-01-23T12:48:26+00:00

Yes. Please contact your Kalixa Accept project manager for a test credit card. Please note that we are unable to provide credit cards for testing purposes in the Production Environment.

Do I need to change my domain name records? 2017-01-23T12:48:17+00:00

Yes. If you choose to use your own merchant-subdomain for the payment pages, such as payment.merchantname.com, you’ll receive an IP address which you’ll have to configure in your DN. Contact your Internet Service Provider or Web Host for more information.

How can the link for the ’back’ button on the Payment Selection and Payment Details pages be changed? 2017-01-23T12:48:08+00:00

The parameter returnURL in the web method “getRedirectDataRequest” is used to define the ‘back’ button’s link.

Do I have to implement any authentication protocols for the Payment Service Listener? 2017-01-23T12:46:54+00:00

You may wish to employ, at a minimum, IP restriction measures to ensure that only the KALIXA server can contact the Payment Service Listener. In addition, KALIXA supports WS-Security for SOAP and Basic Authentication for POX (HTTPS POST XML).

What data must be provided for bank transfer outpayments? 2017-01-23T12:47:02+00:00

The bank code, account number, name of the bank, name of the account holder and physical address of the customer. In addition, the IBAN and BIC must be included if the customer is not in the same country as the merchant.

Why does the ‘amount’ section appear on the Payment Details page even thought the amount to be paid was pre-defined? 2017-01-23T12:47:19+00:00

When the amount to be paid is predefined in the payment initiation (parameter grossAmount), the ‘amount’ section appears for the information of the customer, but it is a read-only (non-editable) field.

What’s the address of the Production Environments’s WSDL? 2017-01-23T12:47:26+00:00

There’s no separate version of the WSDL for the Production Environment – the Test Environment’s implementation is identical.

Why are we receiving multiple payment confirmations from KALIXA? 2017-01-23T12:47:34+00:00

The Kalixa Accept Payment Service will call the PaymentServiceListener (calling web method “handlePaymentStateChangedEvent”) multiple times until it receives a response. A list of the accepted response codes is available in the Kalixa Accept Integration Manual.

I cannot log in. What’s wrong? 2017-01-23T12:47:40+00:00

If your login attempts fail three consecutive times due to an incorrect password, you will have to wait one hour before trying again.

Are userID parameters (i.e. customer user names) case sensitive? 2017-01-23T12:46:23+00:00


Which time zone is used by the Kalixa server for dating transactions? 2017-01-23T12:46:09+00:00

Kalixa Accept dates all transactions in UTC (coordinated universal time).

Is it possible to change the currency Code of a customer who has already been registered in the KALIXA Payment Service? 2017-01-23T12:50:26+00:00

Yes, this is possible. To enable this feature, please contact your Integration Project Manager.