• Since PostFinance's last system release, a feature isn't working anymore. What's happened?

    Each of our system releases can bring new features or updates on existing features, as well as new payment methods or acquirer/bank connections. These updates are done to improve our platform and consequently your overall experience with the platform.

    A system update is first released in our test environment, and two weeks later in our production environment. This is to give you the time to check all new features, and read our release notes to find out what's new.

    If you notice any change in behavior with one or more of the features you regularly work with, we advise you to first check the relevant documentation to see if it's documented. If this is not the case or if you seem to have encountered any sort of error or bug, we strongly recommend you to check this with our customer care Merchanthelp.

  • What does the "unknown order/../../" error mean?

    As a response to a transaction attempt, you may sometimes find errors that start with "unknown order", e.g. "unknown order/1/s/". These are usually logged in the "Error logs" of your PostFinance account.

    "Unknown order" errors can be explained by a problem in your integration (e.g. with e-Commerce or DirectLink) and/or wrong or missing configuration in your account's Technical information page.

    The "unknown order" errors, among others, are explained on the Possible errors page.

  • What does the "process error" in the transaction confirmation email mean?

    If you see this message in a transaction confirmation email, it means that an issue in the post-sale (post-payment feedback) process has occurred. Usually it means that our system could not reach your server, either because it was unavailable or because an error was returned by your server.

    If your server is not temporarily unavailable or completely down, you may want to check whether your server's firewall isn't blocking our system requests. In that event, we strongly recommend you to configure our IP addresses/ranges in your firewall.

    You can find our IP addresses and IP ranges in a dedicated Firewall Configuration guide, in your PostFinance account > Support > Integration & user manuals > Technical guides.