FAQ & Troubleshooting

Find answers to frequently asked questions and learn how to resolve common configuration and connection issues with the Tranzila Payment for WooCommerce POS addon.

1. Gateway & Settings Visibility

Why are the Tranzila settings not visible when editing my POS Outlet?

  • Cause 1: Payment Method Disabled: The global POS gateway is not activated.
    • Solution: Navigate to Point of Sale → Settings → Payment and verify that the "Tranzila Terminal" status toggle is set to Enable.
  • Cause 2: Payment option unchecked: The outlet has not enabled Tranzila as a valid payment option.
    • Solution: Scroll to the Payment Options section on the Outlet Edit page and make sure the checkbox next to Tranzila Terminal is checked. The settings fields will dynamically expand once selected.

2. Configuration & API Failures

I saved a new POS ID and Supplier Name, but the checkout terminal still uses the old credentials.

  • Cause: Cash Register Caching: WooCommerce POS caches outlet user data in the browser's local storage to optimize checkout loading speeds.
  • Solution:
    1. Log out of the POS register dashboard.
    2. Perform a hard refresh in your browser (Ctrl + F5 on Windows/Linux, or Cmd + Shift + R on macOS).
    3. Log back in to force the client to download the updated outlet postmeta keys.

The terminal returns an API connection error during checkout.

  • Cause 1: Credentials Mismatch: The POS ID or Supplier Name is incorrect.
    • Solution: Verify that your Tranzila merchant key matches your physical hardware configuration exactly.
  • Cause 2: Transaction Mode Mismatch: Sandbox credentials are being used in Production Mode, or vice versa.
    • Solution: Ensure your Transaction Mode matches your active credential tier. Sandbox testing requires the standard tranzilap test supplier.
  • Cause 3: Internet Connection: The POS server or local terminal lacks external internet access to communicate with Tranzila servers.
    • Solution: Check the network connectivity on both the POS server and the terminal device.

3. Operations & Auditing

Where can I find the Tranzila transaction authentication codes for a POS order?

  • Answer: Transaction metadata is saved directly to the WordPress WooCommerce order records.
    • Navigate to WooCommerce → Orders and click on the specific order.
    • Scroll down to the Custom Fields or order notes section to view the saved Tranzila transaction reference ID, auth codes, credit type, and processing response codes.

[!CAUTION] Production Key Safety: Never share your active production POS ID, Supplier account passwords, or API keys in public forums or unencrypted support tickets. Keep credentials secure to prevent fraudulent transactions or chargebacks.