Supporting your PIN - based airtime solution

Once you have completed your implementation of the Electrum Direct Top-Up Airtime Service, the Electrum cloud infrastructure team will set you up with a pre-production environment for testing, and a production environment for live transacting. For each of these environments, you will have access to various tools that will help you perform routine tasks and resolve any issues that may arise with the service.

This guide describes common scenarios that need to be handled during the day-to-day operation of the service, and how you can use the available support tools to troubleshoot them.

For a full list of error types and their context, refer to this table.

For a more general reference guide to the support tools, refer to the using the Electrum Console and Using Kibana for Monitoring and Alerts pages.

Troubleshooting Guide

All transactions for a specific service provider are failing with the error UPSTREAM_UNAVAILABLE

Investigation

• Navigate to the Transactions screen of the Electrum Console.
• Filter the list of transactions by using the receiver drop-down to select the service provider.
• Click on a transaction that displays a status of 'Declined'. This will expand the card to show more details of the transaction.
• Click again on the expanded transaction card to view the message flow diagram and message traces for the transaction.
• If the message flow diagram shows that messages are sent from the Electrum Switch to the service provider but no response messages are received (see figure below), then this indicates one of the following:
  • There is a network connection failure between the Electrum Switch and the service provider.
  • The service provider is experiencing issues and is unable to respond.

• If the message flow diagram shows that messages are sent from the Electrum Switch to the service provider and response messages are being received (see figure below), then this indicates there is a potential network or system failure between the service provider and an upstream system.

A purchase request fails with the error INVALID_PRODUCT

Investigation

• Navigate to the Transactions screen of the Electrum Console.
• Enter the unique message ID for the transaction in the reference search box. If you do not know the unique message ID, then use the available filters to locate the transaction based on known information, such as date, service provider, merchant ID, or a third party transaction ID.
• Click on the transaction that is returned by the search.
• This will expand the card to show more details of the transaction.
• Take note of the Product ID field.
• Navigate to the Configure screen of the Electrum Console.
• Select Mappings from the left-hand menu.
• From the list displayed, select the item corresponding to the product ID mapping for the service provider that processed the transaction.
• Enter the product ID from the transaction into the Key search box.
• If no results are returned, then this means the requested product is not configured for the service provider.