Troubleshooting

“Test connection” fails

• Check the mode: test keys only work in test mode (Partner Test) and live keys only in live mode.
• Check for spaces before or after a key. A key Riverty rejects (HTTP 401) pauses the add-on: save the correct key (or press Resume on an order tab) to continue.
• The Log tab shows Riverty’s answer (masked). Common codes: 400.100 order number already used (use an order number prefix when two shops share a key), 400.156 country not valid for this key (every country has its own key), 400.157 currency not valid for the customer’s country, 400.131 order not found.
• Your server must be able to reach Riverty over HTTPS (outgoing port 443) and have a current CA bundle.

The method does not show at checkout

• The billing country needs a key on the Connection page, and the country and currency must be a pair Riverty serves for the method (EUR for DE, AT, NL, BE, FI; CHF for CH; SEK for SE; NOK for NO; DKK for DK).
• Direct debit, instalments, Pay in 3 and the selection page are hidden until Enable payment types not verified with Riverty is on (they are not verified with Riverty). When on: direct debit for DE, AT, NL; Pay in 3 for NL only; instalments for DE, AT and the Nordics, and only with an instalment profile number. Company invoices: DE, AT, NL.
• Sweden, Norway, Finland, Denmark and Belgium (Dutch) need the Riverty merchant ID on the Connection page.
• The add-on must be enabled, licensed and not paused.

Riverty declined

The customer sees Riverty’s own message (for example the address could not be verified, the amount is above the limit, or the person is under 18) and can choose another payment method. The order is set to the “declines” status. The order tab shows Riverty’s message and the code.

An order stays “Pending at Riverty”

The customer has not finished the identity check, or the return did not arrive. The cron run reads the order back every minute; Riverty expires a pending authorization after 15 minutes. Open the order tab and press Check status now.

Capture or refund shows “Unconfirmed”

Riverty did not answer. The add-on reads the order back and repeats the request with the same key, so nothing is sent twice. It settles by itself; press Check status now to speed it up.

Void is refused

Riverty cannot void an order that has an invoice (400.129). Refund the captured invoice instead.

Nothing happens after an order changes status

• Check Settings > General (Enable, the capture / void / refund statuses) and the license status bar.
• Open Jobs: queued jobs wait for cron. If the counts never change, the cron job is not running; run the command from the settings page by hand once.

A job is “Waiting to retry” or “Gave up”

The last error is shown in the list. Fix the cause (keys, data, Riverty outage) and press Retry. Jobs are retried automatically after 5 minutes, 15 minutes, 1 hour, 3 hours and 12 hours before they give up.

Webhooks are rejected

• The webhook secret on the Connection page must be the one Riverty gave you for the same mode (sandbox and production differ).
• Riverty signs t=<time>, v1=<signature> and refuses nothing for you: the add-on rejects requests older than 5 minutes, so the server clock must be correct.
• The web address must be the one on the Connection page, HTTPS only, reachable from the internet and not behind a login or an IP filter.
• Rejected events are listed in the log with the action “webhook”.

The cron address answers “Forbidden”

The key in the address is wrong. Copy the address again from the settings page.

Still stuck

Contact us through https://cs-cart.kaviolabs.com with the add-on version, the CS-Cart version and the relevant log lines (secrets and buyer data are masked automatically).