Critical issues
What is a critical issue?
If one or more payment methods do not work at all, it is considered to be a critical issue. A critical issue can also be if a serious safety incident has occurred, if that is the case then just read the last point of this guide on how to contact us.
To find out if your issue is a critical issue, you can test it by following the points below.
- Do you have a live account with us for which we have set up an agreement and you have integrated it and we have informed you that you can start taking live payments from your customers? If not, your issue does not count as critical. If so, continue reading to see if it's a critical issue.
- You can test if your payment methods work by going to "Payment form" in Mondido's admin. There you change the selection from "Test transaction" to "Live transaction", then scroll to the bottom and click on "Create payment". Then the payment window opens and you can make a payment. If you have several payment methods, please repeat this for all payment methods (at least the payment methods you think you have problems with).
- Do your payments fail when you make these from our admin? If not, it does not count as a critical issue and the problem may lie in your integration for your website. If they fail, continue to reading to see if it's a critical issue.
- If the payment fails, feel free to try again with another card, another Swish number or relevant to ensure that it is not your details that you provide that is the issue.
- Have you now ensured that your payments do not succeed, send an email to our support with the subject "Critical". Describe in the email as carefully as you can what you have problems with and what tests you have done.
If your case is a critical issue, Mondido's staff will handle it as soon as possible. Should your case not be a critical case according to the above criteria, our staff will handle it as a normal support case.