Transaction Management

Transactions go through various statuses, each representing different stages of the payment process. Below, we’ll break down the key statuses and provide detailed explanations based on our internal processes and general payment industry practices.

Approved
An "Approved" status indicates that the transaction was successfully processed, and the payment has been completed without any issues. This means the funds were successfully authorised and captured, and the customer’s account has been credited accordingly. For approved transactions, we send an immediate callback to confirm the success.

Filtered
A "Filtered" status typically occurs when a transaction fails to meet whitelisting requirements. The most common reason for this is the "loyal source card mask check failed" notification. Finera applies strict whitelisting policies to ensure only trusted cardholders are authorised to transact. If a transaction fails due to not being whitelisted, it will be filtered out, preventing it from being processed. You can avoid this by following our whitelisting process as detailed in What Does Whitelisting a Card Mean and How to Do It?. Please note that transactions may be filtered for reasons beyond whitelisting issues. If you encounter such cases or require assistance, do not hesitate to contact our support team directly.

Pending
A "Pending" status happens when a transaction is still being processed. There might be cases where the pending status lasts for several minutes, especially where the user didn’t complete the deposit process fully. Additionally, it may connect to our smart-routing logic. For more details, refer to Understanding Pending Transactions and Timeframes.

Declined
A transaction marked as "Declined" means that the payment was rejected by the issuing bank or payment provider. Common reasons for this can include insufficient funds, incorrect card details, or restrictions placed by the bank. For more insights, check Why are my Transactions Getting Declined? Common Reasons and Solutions.

Failed
A "Failed" status typically occurs due to reasons such as issues with restricted countries, errors on the acquirer’s end, system maintenance, or temporary errors during the payment flow. These failures are often outside the control of the user or even our systems, as they may stem from external factors like the issuing bank or acquirer’s infrastructure.

Error
An "Error" status is similar to a "Failed" transaction but often indicates that the issue may be related to technical issues or specific parameters. Common reasons for errors include temporary system issues, network interruptions, or miscommunication between payment systems. If you encounter this status, we recommend contacting our support team for further investigation and resolution.

By understanding these transaction statuses, you’ll have a clearer view, and can take the necessary steps for troubleshooting or reaching out to our support team if needed.

At Finera, we strive to ensure that all transactions are processed as efficiently as possible. For approved transactions, a callback is sent immediately to confirm the status. Similarly, if a transaction is declined, a callback will also be sent. However, it’s normal for transactions to remain in a pending status for several minutes, particularly if the deposit process is not completed fully. In such cases, please allow additional time for the transaction to reach its final status.

Additionally, the pending status observed may also reflect the process of smart-routing. Our system's algorithms seamlessly and instantly attempt to route transactions to alternative terminals based on accumulated knowledge. This helps ensure better approval rates by maximising opportunities through different processing routes.

If a transaction remains in pending status beyond the expected timeframe, we recommend contacting our support team for further assistance.

Whitelisting a card is a security measure implemented by Finera to ensure that only verified and trusted customers can complete transactions through our platform. This process helps safeguard against fraudulent activity and enhances transaction approval rates by pre-approving cards for use within our system. At Finera, we prioritise secure and reliable transactions, which is why we require all cards to be whitelisted before any deposits are made.

To maintain this high standard of security, Finera does not cater to first-time depositors (FTDs) by default. We kindly request that all clients you direct to us have successfully completed at least one deposit through another credit card Payment Service Provider (PSP) prior to their first transaction with us. Before processing any deposit, clients must whitelist their cards by providing the first 6 digits and last 4 digits of the credit card. This process ensures only known and trusted cards are permitted to transact.

Manual Whitelisting Process
For customers who prefer to handle whitelisting manually, here’s a step-by-step guide:

1. Create a List: Compile a list of all known and trusted depositors.
2. Organise in CSV Format: Structure this list into a CSV (comma-separated values) file, with the 6+4 digits of each credit card placed in a single column.
3. Submit to Support: Share the CSV file with our support team. Requests can be made singularly or in batches, depending on your needs.

Automated Whitelisting Process
For enhanced convenience, Finera supports automated whitelisting for clients using compatible systems, such as a cashier service. This feature allows a smooth integration and reduces manual effort. If you are interested in setting up automated whitelisting, please contact our support team to explore this option further.

Best Practices for Whitelisting
Regardless of whether you opt for manual or automated whitelisting, we recommend providing an initial list of all your known and trusted depositors. This foundational list can be expanded over time as new entries become necessary. By maintaining an up-to-date whitelist, you can ensure smoother transactions and a more secure payment process for your customers.

If you have any questions or require further assistance with the whitelisting process, do not hesitate to reach out to our support team. We are here to help and ensure that your experience with Finera is secure, efficient, and tailored to your needs.

Transactions are filtered out by Finera mainly when the credit card used has not been whitelisted in our system ("loyal source card mask check failed" notification). Whitelisting is a critical security step that ensures only verified and trusted cards are allowed to transact. If a card has not been whitelisted by providing the first 6 digits and last 4 digits, any transaction attempt will be automatically filtered to maintain the integrity and security of the payment process.

This measure is especially important because Finera does not cater to first-time depositors (FTDs) by default. We require all clients to have a history of successful deposits through another Payment Service Provider (PSP) before initiating transactions with us. To avoid transactions being filtered out, ensure the necessary whitelisting process is completed either manually, by submitting a list of 6+4 card details in CSV format to our support team, or automatically, through a compatible system. If you encounter this issue, please contact our support team for guidance on how to resolve it promptly.

At Finera a player is generally considered trusted after completing one successful deposit using another credit card solution. This demonstrates the player's ability to transact successfully and validates their payment details, reducing the likelihood of fraud or chargeback risks.

Finera's trusted user criteria require at least one prior successful deposit made specifically through another credit card solution. Deposits via Alternative Payment Methods (APMs) do not meet this requirement. This policy ensures a secure and consistent user verification process for card transactions.

When transactions are declined, it can be frustrating, especially when the cause isn’t immediately clear. Below, we’ve outlined some of the common reasons why transactions may be declined and what steps businesses can take to address these issues.

1. Authentication and Security Issues
One of the most frequent reasons for transaction declines is related to authentication processes, such as 3D Secure checks. If the authentication process is not successfully completed—whether due to incorrect information, a timeout, or failure to confirm payment—the transaction may be declined. Ensuring that the correct OTP codes are entered, and the necessary verification steps are completed without interruption, can help mitigate these issues.

2. Insufficient Funds
Transactions may also be declined if there are insufficient funds available in the account. If the account does not have enough balance to cover the transaction, the payment may be declined. In such cases, advising customers to use an alternative card or contacting their bank for further details may help resolve the issue.

3. Fraud Prevention Measures
Card issuers often implement security measures to block transactions they perceive as potentially fraudulent. This could occur if there are unusual spending patterns or if transaction limits have been exceeded. In these cases, advising customers to contact their card issuer for clarification can help determine the reason for the decline.

4. Limit Exceeded or Blocked Transactions
Transaction declines may also occur if the customer has exceeded limits set by their card issuer, such as frequency or volume limits. In such cases, the bank may block transactions they believe are high-risk. Businesses should encourage customers to contact their card issuer for further insights into these restrictions.

5. Technical or System Errors
Technical or system errors from the bank’s side can also lead to transaction declines. These errors are typically beyond the control of the payment processor and may involve network issues or internal system malfunctions.

6. Incorrect Account or Card Type
Transactions may be declined if the wrong account or card type is selected. It is important that the correct card type matches the selected account, and all details are accurately entered.

7. Timeouts and Abandoned Transactions
If the payment page or authentication process is left incomplete, transactions may time out and be declined. Ensuring that the entire process is completed without interruption can help reduce these instances.

Solutions:

Check with the Bank: Businesses should advise customers to contact their card issuer directly to gain further insight into why transactions are being declined.
Encourage Alternative Payment Methods: If one card is being declined, suggest using another to test if the issue persists.
Verify Authentication Details: Ensuring that all authentication processes, such as entering OTP codes or confirming through bank apps, are completed without interruption can reduce declined transactions.
Monitor Transaction Limits: If the issue relates to limits set by the bank, encourage customers to request their card issuer to review or adjust these limits if necessary.
Address Insufficient Funds: If a decline is due to insufficient funds, advising customers to attempt a smaller transaction or contact their bank regarding any additional charges may help.

Transaction Investigation:

Finera diligently investigates these common reasons for declined transactions not only with a generic overview but also on a case-by-case basis, and takes appropriate actions to resolve them. If you wish to conduct a dedicated transaction investigation for you do not hesitate to reach out to our support team for further assistance. Please make sure to provide the required information. Our support team is equipped to investigate specific transaction inquiries, provide detailed insights into the root cause, and offer tailored solutions to help ensure smoother transaction processes in the future.