What are the prerequisites one must have to open a support ticket with CA Payment Security Support Team?

Document ID : KB000014503
Last Modified Date : 14/02/2018
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Introduction:

There are specific prerequisites for engaging CA Payment Security Support via a support ticket. 

Question:

Prerequisites one must have to open a case with CA Payment Security Support Team?

Environment:
Production; CA Payment Security
Answer:

1. Broadly categorizing the issues to the below two major types 

     -Transaction Enquiry / troubleshooting / analysis.

     -Enrollment Enquiry / troubleshooting / analysis.

 

2. In case of a query related to a Transaction, Support would need the following;

     -Proxypan Value of the Card number which could be obtained from Transaction Manager Admin Console.

     -Date and Time of the Transaction.  

     -Transaction Amount.

     -Name of the Merchant on which the transaction was attempted on. 

     -Screenshot of the error message if any which would help us understand the problem the end-user is noticing. 

 

3. In case of a query related to Enrollment of a card, Support would like to have the below information;

     -Proxypan Value of the Card number which could be obtained from Transaction Manager Admin Console.

     -Date and Time of the enrollment attempted. 

     -Screenshot of the error message if any which would help us understand the problem the end-user is noticing. 

Additional Information:

Steps to Obtain Proxypan Value of Card number from Transaction Manager Console. 

 

1. Log in to CA Transaction Manager Console  https://secure5.arcot.com/vpas/admin/adminlogin.jsp 

 

2. Once you log in to the console you would need to click on “Cardholder Account Inquiry” option on the screen below. 

Card5.jpg

3. Once you place the card number and click submit, you shall be able to retrieve the proxypan value. 

Card4.jpg