Use this guide to investigate secure payment issues reported by agents. Complete the relevant checks before raising a support ticket, unless the issue requires immediate escalation.

When to contact support immediately

Contact Cirrus support immediately if:

• Multiple users cannot process payments.
• The PCI payment screen will not load or does not generate a PIN.
• The payment session will not start after the agent enters the PIN.
• Calls disconnect when a PCI payment session starts.
• There is a suspected security or compliance issue.

Do not delay escalation to complete every check. Include any findings already available.

9 Troubleshooting Steps

1. Establish the scope

Confirm:

• Which agents are affected.
• When the issue started.
• Whether it affects one customer, several payments or all payment attempts.
• At which stage the process fails.
• Whether an error message appears.

Record the findings so Support can identify the affected users and payment stage.

2. Check the payment session

Ask the agent to confirm that:

1. The PCI payment screen opens successfully.
2. The screen generates a three-digit PIN.
3. They enter the displayed PIN to start the secure payment session.
4. The customer hears the automated payment instructions after the PIN is entered.

If the process fails, record the exact error message. Where appropriate, refresh the PCI payment screen and start a new session.

If the screen does not load, no PIN is generated, or the session does not start after PIN entry, contact Support immediately.

3. Check login and access

Confirm that the agent:

1. Can access the PCI payment system.
2. Is logged in using their own account.
3. Does not receive a login or access error.

If access fails:

1. Ask the agent to check their login details.
2. Ask them to log out and back in.
3. Review their account access through your usual administration process.
4. Escalate unresolved access issues with the exact error message.

4. Check the browser

Ask the agent to:

• Use a supported browser. Microsoft Edge is recommended.
• Close and reopen the browser.
• Try an InPrivate or private browsing session.
• Confirm that required payment windows are not blocked by browser pop-up settings.

Record the browser name and version. Note whether the issue also occurs in a private browsing session.

5. Check calls and audio

Confirm that:

1. The agent can hear the customer clearly.
2. The customer can hear the agent clearly.
3. The agent can make and receive calls normally.
4. The headset or telephone equipment works correctly.

If there is an audio or calling issue:

1. Check the headset and telephony connections.
2. Restart the telephony application when the agent is no longer handling an active call.
3. Test another call.

If calls disconnect when a PCI session starts, contact Support immediately.

6. Check customer payment entry

Ask the agent to confirm that:

1. The customer hears the automated payment prompts.
2. The customer is using a telephone with a keypad.
3. The customer can enter their card details using the keypad.

Record whether the problem occurs before, during or after keypad entry.

7. Investigate failed or declined payments

Ask the agent to confirm that the customer has checked their card details and expiry date.

Review the displayed payment result or error message to establish whether the outcome is:

• A bank decline, including insufficient funds.
• A payment session or system error.
• An unclear result that needs further investigation.

Before attempting another payment, confirm the outcome of the previous attempt through your usual payment checking process. 

Do not repeat a payment while its outcome remains uncertain.

8. Complete the final checks

For issues that do not require immediate escalation, confirm that:

• The agent has logged out and back in.
• The browser or application has been restarted.
• You have recorded whether the issue has occurred more than once.
• You have recorded whether other agents or payment attempts are affected.

A single failed attempt can still require investigation. Include the available evidence rather than repeating payments simply to reproduce the problem.

9. Raise a support ticket

Provide:

• Date and time of the issue, including the time zone.
• Affected agent usernames.
• Number of users affected and the operational impact.
• Customer or payment reference, where available.
• The stage at which the payment fails.
• Exact error message or payment result.
• Screenshot, where available.
• Browser name and version.
• Checks completed and the outcome of each.
• Whether the issue is recurring or isolated.

Clear findings help Support diagnose the issue and resolve it more quickly.