What are the prerequisites one must have to open a support ticket with CA Payment Security Support Team?

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Article ID: 14503

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Updated On:

Products

CA Payment Security ARCOT ECOMMERCE

Issue/Introduction

There are specific prerequisites for engaging CA Payment Security Support via a support ticket. 



Prerequisites one must have to open a case with CA Payment Security Support Team?

Environment

Production; CA Payment Security

Resolution

1. Broadly categorizing the issues to the below two major types 

     -Transaction Enquiry / troubleshooting / analysis.

     -Enrollment Enquiry / troubleshooting / analysis.

 

2. In case of a query related to a Transaction, Support would need the following;

     -Proxypan Value of the Card number which could be obtained from Transaction Manager Admin Console.

     -Date and Time of the Transaction.  

     -Transaction Amount.

     -Name of the Merchant on which the transaction was attempted on. 

     -Screenshot of the error message if any which would help us understand the problem the end-user is noticing. 

 

3. In case of a query related to Enrollment of a card, Support would like to have the below information;

     -Proxypan Value of the Card number which could be obtained from Transaction Manager Admin Console.

     -Date and Time of the enrollment attempted. 

     -Screenshot of the error message if any which would help us understand the problem the end-user is noticing. 

Additional Information

Steps to Obtain Proxypan Value of Card number from Transaction Manager Console. 

 

1. Log in to CA Transaction Manager Console  https://secure5.arcot.com/vpas/admin/adminlogin.jsp 

 

2. Once you log in to the console you would need to click on “Cardholder Account Inquiry” option on the screen below. 

<Please see attached file for image>

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3. Once you place the card number and click submit, you shall be able to retrieve the proxypan value. 

<Please see attached file for image>

Card4.jpg

Attachments

1558709339915000014503_sktwi1f5rjvs16rfz.jpeg get_app
1558709338087000014503_sktwi1f5rjvs16rfy.jpeg get_app