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How to Retrieve and Resolve EBICS Payment Errors in Agicap
How to Retrieve and Resolve EBICS Payment Errors in Agicap

Encountered an error while making an EBICS payment? Learn how to access error logs in Agicap to quickly identify and resolve issues.

Updated over 2 weeks ago

Accessing Error Logs in Agicap

When an error occurs during an EBICS payment, Agicap stores the error logs in the remittance side panel within the "To Sign" tab.

To retrieve the error logs:

  1. Navigate to the "To Sign" tab in your Agicap account.

  2. Click on the relevant remittance that encountered the error.

  3. Click on "Copy audit log" in the side panel.

  4. Save the copied content and share it with your bank's support team.

💡 Tip: Be sure to retrieve the error logs before deleting or canceling a remittance. Once deleted or canceled, the logs are no longer available.

Investigating the Error

With the error logs in hand, you can attempt to understand and resolve the issue:

  • Review the Error Messages: The logs contain specific error codes and messages that indicate what went wrong during the payment process.

  • Common Issues: Errors may be due to incorrect credentials, issues with your EBICS contract, or connectivity problems.

  • Consult Resources: Refer to your bank's documentation or Agicap's help center for explanations of common error codes.

Contacting Your Bank's Telematics Service

If you're unable to resolve the error on your own, contacting your bank's telematics (technical support) service is a good next step. They can provide detailed assistance specific to your EBICS setup.

When reaching out to them:

  • Provide Detailed Information: Include the error logs, Partner ID, User ID, date and time of the payment attempt, and the remittance amount.

  • Sample Script:

    Hello,

    I'm [Your Name] from [Your Company]. I'm experiencing an error when signing a payment via my EBICS contract through Agicap. Here are the details:

    • Error Logs: [Paste the copied logs]

    • Partner ID: [Your Partner ID]

    • User ID: [Your User ID]

    • Date of Attempt: [Date and Time]

    • Amount: [Remittance Amount]

    Could you please assist me in resolving this issue?

  • Follow Their Guidance: The bank's support team may guide you through specific steps to rectify the problem.

💡 Tip: Keep a record of your communications with the bank for future reference.

Q&A ❓

What if I can't see the remittances in the "To Sign" tab?

You need to be invited to the specific company account within Agicap to access the "To Sign" tab. Ensure you have the necessary permissions or contact the account administrator.

Can I resolve EBICS payment errors without contacting the bank?

Yes! By reviewing the error logs and consulting available resources, you may be able to identify and fix issues such as incorrect credentials or contract details on your own.

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