Troubleshooting credit card and ACH payment transactions

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If you're having ACH or credit card processing problems with Kotapay, try the following.

Check your Internet connection

You'll need to be connected to the internet to transmit payment information and receive payment status updates from Kotapay.

Clear Internet Explorer browsing history

  1. Open Internet Explorer.
  2. Click the gear icon and choose Internet options.
  3. On the General tab, under Browsing history, check the box Delete browsing history on exit.
  4. Close all Internet Explorer windows and tabs.

Update Internet Explorer

Check for updates in your version of Internet Explorer. The steps to update vary from version to version, so you should work with your IT professional if you're not sure how to do it.

Clear CS Payment history

  1. Open Practice CS.
  2. Choose Setup > User Preferences > System Tab.
  3. In the Favorite screen field, choose (No Selection).
  4. Close all programs on the computer.
  5. Re-open Practice CS.
  6. Choose Setup > Firm > Billing & A/R tab.
  7. Click the Setup CS Payment Account link.
  8. Click your mouse in the Login field.
  9. Press Ctrl+Shift+Delete on your keyboard.
  10. In the Delete Browsing History window, check all the boxes except Preserve Favorites and Passwords.
  11. Click Delete.
  12. Wait for the message that says "Internet Explorer has finished deleting the selected browsing history."
  13. Login to CS Payment.

Check your Kotapay credentials

You might get unexpected errors if you have the wrong login and password. To make sure your Kotapay login and password are correct, you'll need to call them at (800) 378-3328.

Firewall

Verify with your firm’s network administrator the following port exceptions within your network firewall:

  • TCP 443 (for https) — most important
  • TCP 80 or TCP 1794 — if you selected an alternate port

Other troubleshooting

  • Try the transaction on another workstation.
  • Identify if the issue is client-specific.
  • Check to see when a transaction was last successfully transmitted and identify if any hardware or software changes were made since the last successful transaction. If any changes were made, then the issue may be related to your antivirus or firewall software.

Contact Practice CS Support

You can call us at 800.968.0600. Before you call, try to answer as many of these questions as you can.

  • What is the exact error or problem?
  • Does it happen on more than one computer? 
  • Does it happen with more than one user?
  • Does it happen with more than one client? If so, did the client name or ID change recently? Go to Setup > Clients > History tab for the client to find out. 
  • What version of Practice CS are you on? To find it, go to Help > About Practice CS > Version column.
  • What version of Internet Explorer do you have? To find it, go to Help > About Internet Explorer.
  • When was the last time a transaction went through?
  • Can you process a transaction on the Kotapay website?

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Internal only

Additional troubleshooting:

  1. Setup a new CS Payment Account with the Kotapay credentials.
  2. If they can log in to their CS Payment account, can they view saved credit card or bank information? If they don't have stored account information, can they add a credit card or bank account?
  3. Check if any changes have been made to Account Holder's name for the Bank Account.
  4. If the issue is client specific, gather the firm id, client id, and client name. The reach out to the Professional Platform Analysts. See Contacting TRTA Professional Platform Analysts.
  5. If the user is on Virtual Office, obtain login information and attempt to duplicate on your workstation.
  6. Has the firm recently restored a backup of their database prior to this issue?