Resolving communication issues with Kotapay

If you are using Kotapay (formerly InterceptEFT) to process a credit card transaction and experience a communication error, the transaction will not complete. If this happens, you'll need to call Kotapay at 800.378.3328 or log in to the Kotapay website to check the status of the transaction.

After you've talked to Kotapay:

  1. Choose Actions > Receipt & Adjustment Entry. 
  2. Right-click the transaction.
  3. Choose Resolve Communications Issue.
  4. Choose the appropriate resolution from the following list of options:
    • Resolve issue later.
    • Kotapay did not receive the transaction and it needs to be resubmitted.
    • Kotapay received the transaction and it was declined.
    • Kotapay received the transaction and it was accepted.

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