FAQ
- How do I change my password for the DIBS administration/manager?
- What is my username for the DIBS?
- My DIBS login is locked, how can it be unlocked?
- Which email is attached to my DIBS administration?
- Where can I find my DIBS merchant ID?
- Why is the money still reserved on the customer’s account, although the transaction was cancelled?
- A transaction has been captured, why is the money not present on my bank account?
- I made a refund, when will the money be present on the customer´s account?
- Where can I find the phone number for my acquirer?
- Callback: How often and how long will DIBS try to resend a callback if the first attempt failed?
- Why do I get this error message? “No paytype(s)! Missing test parameter? Payment could not be completed”
- What is a suspect payment?
- What is the status of my acquirer agreement?
- How do I change to another acquirer?
- The ChipPay application does not start up. How do I solve the problem?
- When starting up the ChipPay application I get the error message "Failed to open terminal”
- I can find an order from a customer in my shop-system but not in DIBS Administration. What happened?
- I want to personalize the payment window. Is that possible?
- I want to add more payment options in the payment window. Is this possible?
- Is it possible to upgrade my existing DIBS subscription?
- How do I integrate my e-commerce system with DIBS?
Q: How do I change my password for the DIBS administration/manager?
A: The password can be changed by logging in to your account and under profile. [Setup>User Setup] or by using the "I forgot my user ID or Password" link on one of the following pages:
Q: What is my username for the DIBS administration/manager?
If you are a DIBS Administration user the DIBS merchant ID can be found in the DIBS administration [Setup>Edit profile]. It can also be found on the DIBS invoices and in the DIBS welcome email.
If you are a DIBS manager user the shop ID can be found in the DIBS manager system [General>Personal settings]. It can also be found on the DIBS invoice and in the DIBS welcome email.
Q: My DIBS login is locked, how can it be unlocked?
If your user ID is locked it will automatically be unlocked after 30 minutes.
Q: Which email is attached to my DIBS administration?
A: The email can be located in the DIBS administration [Setup>Edit profile] Contact DIBS if you don’t receive an email when resetting the password.
Q: Where can I find my DIBS merchant ID?
A: Your DIBS user ID/merchant ID can be found in the DIBS administration [Setup>Edit profile] it can also be found on the DIBS invoices and in the DIBS welcome email.
Q: Why is the money still reserved on the customer’s account, although the transaction was cancelled?
A: Even though you cancelled the transaction, the money might still be reserved by the acquirer or the customers’ bank. DIBS or the acquirer will not be able to release the reservation. Depending on which bank the customer has the bank might be able to manually release the reservation.
The bank will automatically release the reservation after approximately 30 days maximum. Only the customers bank can tell if the reservation can be released earlier.
Q: A transaction has been captured, why is the money not present on my bank account?
A: The time it takes for the money from a captured transaction to get to your bank account depends on what agreement you’ve made with your acquirer/acquiring bank. With some acquirers it can be 1-3 days, for others it might be up to 30 days.
Q: I made a refund, when will the money be present on the customer´s account?
A: This depends on the agreement you’ve made with your acquirer in the same way as with captured transactions. With some acquirers it can be 1-3 days, for others it might be up to 30 days.
Q: Where can I find the phone number for my acquirer?
A: Usually the acquirers contact information is listed in your acquirer agreement. You can also find more information here: What is an acquirer?
Q: Callback: How often and how long will DIBS try to resend a callback if the first attempt failed?
A: If you’ve activated the callback feature in the DIBS administration [integration/callback] a callback will be sent 5 times (once per hour).
Q: Why do I get this error message? “No paytype(s)! Missing test parameter? Payment could not be completed”
A: This error message is typically caused by two different issues:
- Your merchant is in test mode at DIBS but transactions is being sent to DIBS without the test parameter http://tech.dibs.dk/10_step_guide/your_own_test/
- Your merchant is not in test mode at DIBS, but transactions are being sent to DIBS with the test parameter.
Q: What is a suspect payment?
A: The marking of suspect payments is an anti-fraud feature that is activated by default in the DIBS Administration. DIBS monitors all payment and this feature will flag a payment as suspect if there e.g. has been several unsuccessful payments attempts from the same card/IP address prior to the successful payment, as this can be a possible sign of fraud. For more information go to Integration>Fraud Protection in the DIBS Administration and click the question mark in the top right corner.
Q: What is the status of my acquirer agreement?
A: When your acquirer agreement is ready for payments, you will receive an email from DIBS.
Q: How do I change to another acquirer?
A: You should make an agreement with the desired acquirer. That acquirer will then send us the relevant information. When the acquirer agreement is ready, DIBS will send you a request regarding the date of change.
Q: The ChipPay application does not start up. How do I solve the problem?
A: Make sure that all cables are firmly connected between the ChipPay terminal and the computer. Make sure that the power adapter is connected and working. After checking this, reboot the computer. If it still doesn´t work you can try another USB port on the computer and reboot it again.
Q: When starting up the ChipPay application I get the error message "Failed to open terminal”
A: Restart the ChipPay terminal and the computer. You can reset the ChipPay terminal by disconnecting the power cable on the back of the terminal. Wait 10 seconds and connect the power cable again. After doing this, reboot the computer.
Q: I can find an order from a customer in my shop-system but not in DIBS Administration. What happened?
A: This is typically caused by two different issues:
- The customer has placed an order in the web shop but for some reason never made it to the payment window.
- The customer made a payment in the payment window but DIBS never received a response from the acquirer (or bank if it was a direct bank payment). You should investigate whether you received the money on your bank account and contact DIBS support afterwards.
Q: I want to personalize the payment window. Is that possible?
A: DIBS Flexwin can be personalized to fit the design of the web shop. The personalization will require the “DIBS Integration Package” Please contact DIBS sales department for further information:
- Denmark: 70203077
- Sweden: 08-527 525 00
- Norway: 21 55 44 00
You can read about styling and decorators here
Q: I want to add more payment options in the payment window. Is this possible?
A: Yes, Various payment methods can be added, but may depend on your current DIBS subscription. For more information contact DIBS sales department:
- Denmark: 70203077
- Sweden: 08-527 525 00
- Norway: 21 55 44 00
Q: Is it possible to upgrade my existing DIBS subscription?
A: Yes, please contact our sales department:
- Denmark: 70203077
- Sweden: 08-527 525 00
- Norway: 21 55 44 00
Q: How do I integrate my e-commerce system with DIBS?
A: Various e-commerce systems are compatible with DIBS. You can find a list of the shop modules supported by DIBS here.
Remember to activate all the return values in the DIBS administration (Integration>Return values)