Relqor — Gateway for Up2pay e-Transactions

FAQ

Is this the official Up2pay plugin?

No. Relqor is an independent plugin and is not affiliated with Verifone, Up2pay or Crédit Agricole.

How do I test, then switch to production?

New installations start in Test mode, on the test server recette-tpeweb.e-transactions.fr. Tick Enable and fill in “Test credentials (sandbox)”; if you have no test account, Crédit Agricole’s guide “Up2pay e-Transactions – Réalisation des tests d’intégration” publishes a shared one with its HMAC key.

• Place your test order while logged in: in Test mode, only administrators and shop managers see the payment method.
• Pay with a test card from Verifone’s DSP2 integration manual, such as 4000000000001000 (accepted without a 3-D Secure challenge). The payment page shows ***TEST*** before the shop name.
• An accepted test payment marks your test order as paid automatically once the payment notification reaches your store, so your store must be reachable from the Internet, even in Test mode.

To go live, fill in “Production credentials”, set Mode to Production and save: the payment method is then offered to all your customers, or disappears from checkout if the production credentials are incomplete. Manual confirmation is then on by default: each accepted payment puts the order on hold until you have checked it in Vision and changed its status yourself (see the question about orders “On hold” in production mode).

Why doesn’t card payment appear at checkout?

It appears in the classic checkout, the Checkout block and on the “Pay for order” page only when:

• the Enable box is ticked and the store currency is the euro;
• PHP’s OpenSSL extension is available (it is needed to verify the platform’s notifications);
• the credentials section that matches Mode is complete: a 7-digit SITE, a 2- or 3-digit RANG, an IDENTIFIANT of 1 to 9 digits, a hexadecimal HMAC key and a payment URL starting with https://;
• in Test mode, you are logged in as an administrator or shop manager (other visitors see it only in Production mode).

A value in the wrong format is not saved: the field keeps its previous value, so check it again after saving.

The payment page shows “Accès refusé” and “Error while proceeding authentication with HMAC key”. What should I check?

The payment platform could not verify the request with your HMAC key. In the credentials section that matches Mode, paste the HMAC key for that Mode again, in full: the test and production keys are different. If saving then shows “the HMAC key is not 128 characters long”, check your copy and paste. Also check SITE, RANG and IDENTIFIANT in the same section.

A customer gets an error message instead of the payment page. Why?

The plugin checks the order before sending the customer to the payment page:

• “Incomplete billing address: … is missing.”: the billing first name, last name, address, postcode, city and country are sent to the platform for 3-D Secure, and the plugin never fills in a missing value. Keep these fields in your checkout, including for virtual products; address line 2 and the phone number are optional.
• “Your email address is not accepted by the payment platform …”: the billing email must have 6 to 80 characters, no accents before the @ and a dot after it.
• “The payment service is temporarily unavailable …”: no payment server answered “OK” on its status page (/load.html, see External services) within 5 seconds. If this happens for every order, check that your server can make outgoing HTTPS requests to the payment server.

The relqor log gives the reason (“payment not possible before redirection”, “payment form not generated” or “no payment server available”).

Why is an order still “Pending payment”?

Relqor changes the status only when the platform’s signed notification reaches your site address followed by /?wc-api=relqor_ipn, as a GET request, without any login; the customer’s return never changes it. The plugin sends this address with every payment request; according to the Up2pay e-Transactions integration manual, it takes priority over an address saved in Vision.

• If a firewall, bot protection, maintenance mode or a password protects the whole site, let this URL through. The plugin does not filter by IP address.
• In the relqor log, find the line “Order N: redirecting to the payment page (reference …)”. If no later line mentions the order or that reference, the plugin processed no notification for it.
• If a later line says “Invalid IPN signature — call ignored” with that reference, a request arrived but could not be verified, and the order was not changed.
• If the customer did not pay, the order stays Pending payment unless a notification reports a refusal or a cancellation. With stock management on (the WooCommerce default), WooCommerce cancels unpaid checkout orders after its “Hold stock” time (60 minutes by default).

If Vision shows an accepted transaction for the order’s reference and amount, set the order to Processing or Completed yourself.

An order is “On hold” in production mode. What do I do with it?

If the order note starts with “Signed payment notification received”, the order is waiting for your check (manual confirmation, on by default). WooCommerce sends the customer its on-hold email and, until you act, the order-received page shows “Payment being confirmed”. Look up the reference from the note in Vision, with the order total as the amount (see “Does the signed notification prove that the payment reached my account?”), then:

• If your account has an accepted transaction for them, set the order to Processing or Completed: WooCommerce then treats it as paid, gives access to downloads and sends the customer its usual email for that status.
• Otherwise, do not deliver: leave the order on hold or cancel it.

A payment whose payment page was shown while manual confirmation was on still puts the order on hold, even after you uncheck it. If the note says “Payment awaiting approval by the issuer (code 99999 …)”, see the question about “Failed”, “Cancelled” or “On hold” orders.

Does the signed notification prove that the payment reached my account?

No. The platform signs its notifications with its own key, the same for every merchant and for its test platform, and the signed data does not identify the merchant account: a notification produced on the public test platform, or for another merchant account, is validly signed too, and its values can quote a declined transaction or a transaction of another order. That is why, by default in production mode, Relqor does not mark an order as paid on a notification alone: a signed “payment accepted” notification puts the order on hold, with a note giving the reference, the authorization number and the transaction number. In the Vision back office, check that your account has an accepted transaction (authorized or captured; not declined, cancelled or pending) for that reference and for the order amount: the transaction number alone proves nothing. Then set the order to Processing or Completed. Until you do, nothing is delivered automatically, not even downloads, and later notifications for that order (declined, cancelled or another payment) only add a note; if you set the order back to Pending payment, another signed payment notification puts it on hold again. The test platform’s authorization number (XXXXXX) is refused in production mode: the order is left unchanged, with a note. In test mode, an accepted payment marks the order as paid automatically, unless the order has a payment attempt created in production mode: such an order keeps the production rules even after you switch back to test mode, so XXXXXX is refused and, with manual confirmation, an accepted payment puts it on hold.

Can orders be marked as paid automatically in production mode?

Yes: in the settings, uncheck “Manual confirmation in Production”. A signed “payment accepted” notification then marks the order as paid through the standard WooCommerce payment flow (Processing, or Completed for virtual downloadable products). The plugin cannot tell such a notification apart from one produced on the public test platform for the same order and amount, so an order could then be marked as paid, and downloads made available, without any real payment. If you turn it off, check in the Vision back office that your account has an accepted transaction (authorized or captured; not declined, cancelled or pending) for each order’s reference and amount before delivering it. The test platform’s authorization number (XXXXXX) is still refused.

Why is an order “Failed”, “Cancelled” or “On hold”?

The plugin sets these statuses after a signed notification and explains each one in an order note:

• Failed: any response code not listed below, usually a refusal, for example 00151 (insufficient funds), 00105 (do not honor), 00154 (card expired) or 00004 (invalid card number or security code). 00006 means access refused: check SITE, RANG, IDENTIFIANT and the HMAC key.
• Cancelled: 00030 (time-out on the payment page) or 00117 (customer cancellation reported by the authorization center). A customer who leaves the payment page with its Cancel link may get another code: on the test platform, this link carries 00001, and a notification with that code sets the order to Failed. An order cancelled with the note “Unpaid order cancelled – time limit reached.” was cancelled by WooCommerce itself (see the question about “Pending payment” orders).
• On hold: 99999 (the card issuer has not confirmed the payment yet; according to the platform’s manual, a final notification follows) or, in production mode with manual confirmation, an accepted payment waiting for your check (see the question about orders “On hold” in production mode).

A refusal never changes the status of a paid order or of an order waiting for your confirmation: a note is added. After a refusal, the customer can pay again, and the next accepted payment is processed normally.

An order note says “manual check required”, “status unchanged” or “no change”. What should I do?

The plugin could not apply the signed notification safely, so it only added this note and left the status unchanged. Common causes:

• “Amount received … ≠ expected …”: the order total was edited after the payment page was shown.
• “Test authorization (XXXXXX) received in Production mode”: the response came from the test platform, for example for a test payment that finished after you switched to Production, or for a test payment for an order that has a payment attempt created in Production mode, even after you switched back to Test.
• “… after a signed payment notification for reference … that is waiting for your confirmation”: another notification, such as a second payment or a refusal, arrived for an order on hold for your check.
• “Reference … unknown for this order”: the reference is not one of this order’s payment attempts.
• “Code 00000 without an authorization number”: the notification reports a success but gives no authorization number.

Look up the reference given in the note in Vision; if your account has an accepted transaction for it and for the order amount, set the status yourself. To avoid the first two cases, do not edit an order’s total or change Mode while a customer is paying.

Where can I see what happened with a payment?

Open the order: each signed notification for it adds a note, usually with the response code and its meaning or, for an accepted payment, the authorization and transaction numbers; a repeated notification adds nothing. Each payment reference is the WooCommerce order ID followed by the attempt number, for example 123-2, even when a plugin displays another order number. For more detail, open WooCommerce > Status > Logs, source relqor (in English, or in French on a French site once the French language pack is installed). The main lines are:

• “Order N: redirecting to the payment page (reference …)”: the payment form was shown to the customer, whose browser then submits it. This line alone does not show that the customer reached the payment page.
• “Order N: IPN accepted (valid signature) → …”: after the arrow, complete (paid), on-hold, failed or cancelled is the status given to the order; any other word means that only a note was added.
• “Invalid IPN signature — call ignored”: a request could not be verified; the order was not changed and no note was added.
• “… not in the Up2pay list (not blocking …)”: information only. Behind a proxy or a CDN, your server may see the proxy’s address instead of the platform’s.

Can I refund, capture later, or take instalments, subscriptions or saved cards?

No. The plugin only takes one-off payments in euros through the hosted payment page; it does not handle refunds, cancellations, deferred or manual capture, instalments, subscriptions or saved cards, and it sends no capture setting, so the platform’s default applies. Apart from the status page check, your server never contacts the platform: a refund recorded in WooCommerce moves no money, so refund or cancel payments with your bank.

If a customer pays the same order twice (each display of the payment page has its own reference), the second accepted payment does not change the order status or its WooCommerce transaction ID: it adds a note to the order and, unless the first payment put the order on hold for your confirmation, the _relqor_transaction, _relqor_call_number and _relqor_code fields then show the second payment. Check both references in Vision and refund the extra payment with your bank.

Where is my HMAC key stored, and is it kept when I update or delete the plugin?

It is stored unencrypted with the other settings, in the WordPress option relqor_settings, so limit who can access your database and backups, and do not share it in a support request. The settings page does not show it again: the empty field displays •••• and the key’s last 4 characters. Leave the field empty to keep the saved key, or paste a new one to replace it, then check that the last 4 characters shown match the new key.

• Updating: the settings upgrade only adds missing settings with their default value; it never deletes or overwrites a saved value, HMAC keys included.
• Deactivating: nothing is removed, but notifications that arrive while the plugin is inactive are not processed: check in Vision the payments made during that time.
• Deleting: settings and keys are kept for a reinstall, unless define( 'RELQOR_REMOVE_ALL_DATA', true ); is in wp-config.php, which erases them. The payment data saved on orders (the _relqor_* fields listed under External services) and the order notes are always kept.

Which currencies are supported?

Euro only.

Is the plugin available in French?

The plugin is written in English and is ready to be translated. Its French translation will be delivered by WordPress.org as a language pack (translate.wordpress.org), which WordPress uses automatically when the site language is French. The plugin asks the platform to show the payment page in the site language when that language is French, English, Spanish, Italian, German, Dutch, Swedish or Portuguese, and in French otherwise.