Can't Find a Registration/Payment

Occasionally, you may find a payment listed in your Pay Service report but cannot find the registration in Student Manager. This can happen if the user finished the payment process at the Payment service but the successful payment information was not returned to ACEweb. These payment attempts are called AW-PENDING payments.

You can use the Pay Grabber tool to find these payments.

Notes

• An ACEweb INI setting called VoidPendingPmts determines how the payments are saved. If it is set to delete pending records, you will want to check the Only Deleted Payments option in the Show Me section if you are using the VFP version. Or the Payments Flagged as Revoked if using the SQL version.

• ACEweb will send the name and address from the Credit Card Information section of the Checkout page to the Payment Service. If the user pays with another person's credit card but did not change the Credit Card Information before clicking the Payment Service button, the registration may NOT be under the name that shows in your Pay Service report. In those cases, use the Add Date criteria to find the payment. You can then review all the payments made that day that were deleted/revoked to find the correct registration.

Once you find the payment, follow the instructions in the Pay Grabber tool documentation to undelete/unrevoke the registration and payment record.