Posted: October 15, 2020 at 12:17 pm
What would our steps be to check on whether we are occasionally dropping a transaction using the Firstdata gateway plugin? We have some errors and have to dig through this.
First you would need to check the error logs on your site and see if anything shows up there, with payment made within Event Espresso we also create payment logs, you’ll find those in Event Espresso -> Payment methods -> logs.
Check for any errors showing there (the errors will still be logged even if FirstData times out).
If you look in the EE transactions linked to the registrations you are having issues with, then if the request to FirstData is timing out the payment object should have this message in the gateway response:
What is happening on the site to make you think you are running into timeouts with FirstData?
You’ve asked if this is something you need a support token for and the short answer right now is I can’t say as there are no details of what the problem itself is.
If you can provide some details on what is happening I can advise from there.