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Troubleshoot credit card and ACH payment transactions

If you're having ACH or credit card processing problems with Kotapay, try the following.

Check your internet connection

You'll need to connect to the internet to transmit payment information and receive payment status updates from Kotapay.

Clear CS payment history

  1. Open Practice CS.
  2. Select
    Setup
    ,
    User Preferences
    , then
    System
     tab.
  3. In the favorite screen field, select
    (No Selection)
    .
  4. Close all applications on the computer.
  5. Re-open Practice CS.
  6. Select
    Setup
    ,
    Firm
    , then
    Billing & A/R
     tab.
  7. Select the
    Setup CS Payment Account
     link.
  8. Select your mouse in the Login field.
  9. Press Ctrl+Shift+Delete on your keyboard.
  10. In the Delete Browsing History window, check all the boxes except
    Preserve Favorites
     and
    Passwords
    .
  11. Select
    Delete
    .
  12. Sign in to CS Payment.

Check your Kotapay credentials

You might get unexpected errors if you have the wrong sign-in and password. To make sure your Kotapay sign in and password are correct, you'll need to call them at (800) 378-3328.

Firewall

Verify with your firm’s network administrator the following port exceptions within your network firewall:
  • TCP 443 (for https) — most important
  • TCP 80 or TCP 1794 — if you selected an alternate port

Other troubleshooting

  • Try the transaction on another workstation.
  • Identify if the issue is client-specific.
  • Check to see when a transaction was last successfully transmitted. Verify if any hardware or application changes happened since the last successful transaction. If any there are changes, then the issue may be related to your antivirus or firewall software.

Contact Practice CS support

You can call us at 800.968.0600. Before you call, try to answer as many of these questions as you can.
  • What is the exact error or problem?
  • Does it happen on more than 1 computer?
  • Does it happen with more than 1 user?
  • Does it happen with more than 1 client? If so, did the client name or ID change recently? Go to
    Setup
    ,
    Clients
    ,
    History
     tab for the client to find out.
  • What version of Practice CS are you on? To find it, go to
    Help
    ,
    About Practice CS
    , then Version column.
  • When was the last time a transaction went through?
  • Can you process a transaction on the Kotapay website?

This article applies to:

  • Product: Practice CS