Tringify for N-Geniusby Tringify

Troubleshooting

Messages when you save your details

  • This store has reached its saved N-Genius outlet limit. Contact support before connecting another.
  • Your change was saved, but Tringify could not refresh the connection. Save again to retry.
  • Paste the API key exactly as the N-Genius portal shows it (Settings → Integrations → Merchant Service Accounts).
  • Paste the outlet reference exactly as the N-Genius portal shows it (Settings → Organisational Hierarchy → your outlet).
  • Choose the country your N-Genius account is registered in.
  • Choose at least one currency your N-Genius outlet takes.
  • N-Genius didn't accept this API key. Check that it is a Merchant Service Account key from the same environment (Sandbox or Live) and region you chose, and that the account is enabled. Your saved outlet was not changed.
  • N-Genius accepted the API key but not this outlet reference. Copy the reference of an outlet under the same merchant. Your saved outlet was not changed.
  • N-Genius couldn't be reached, so nothing was changed. Try again in a minute.
  • Tringify for N-Genius can't confirm payments to Tringify yet. In your Tringify admin, open Apps, remove Tringify for N-Genius and install it again to grant payment access.
  • Payments are paused for planned maintenance, so nothing was changed. Try again in a few minutes.

Status on the Overview tab

  • Payment access needed: Tringify for N-Genius can't confirm payments to Tringify yet. In your Tringify admin, open Apps, remove Tringify for N-Genius and install it again to grant payment access.
  • N-Genius key stopped working: N-Genius no longer accepts the saved API key or outlet. Check the Merchant Service Account is enabled in the N-Genius portal, or create a new one, then choose Update keys on the Settings tab.
  • Account details needed: Open the Settings tab, choose Update keys and save your N-Genius outlet again.
  • Not turned on: N-Genius is connected but not on in any market. Turn it on in Markets › Payments.

Checkout says the currency isn't supported

The market prices in a currency you didn't tick in the app. Choose Update keys, tick the currency (only if your outlet takes it) and save.

A payment or refund looks stuck

Tringify checks open payments and refunds with N-Genius every few minutes, and checks at once when the shopper comes back from N-Genius' page. If an order still looks wrong after a few minutes, check the order in your N-Genius portal (Transactions), then email support-apps+ngenius@tringify.com with the order number.