Technical FAQs

iframe or lightbox troubleshooting FAQs

Customisation FAQs

Technical FAQs

  1. Should I validate the redirect URL?
    Yes. Worldpay does not encode the redirect URL. You should validate the redirect URL to check for escaped characters. For example, a correctly validated redirect URL should not contain amp;. Use & instead.

  2. What parameters can I append to the redirect URL?
    By default, no custom parameters outside the existing Worldpay-accepted parameters can be appended to the redirect URL. However, you can specify custom parameters that you would like to append. You must specify any custom parameters, also called extra parameters, in the Payment Page Designer before you can append them. For more information, see Edit merchant configuration.

  3. Will the payment status be appended to the result URL?
    By default, nothing will be appended to the result URLs that you specify. However, you can opt to have a standard set of parameters, including the payment status, appended to the result URL. Use the Payment Page Designer to specify the addition of these parameters. For more information, see Edit merchant configuration.

  4. Can I host my website on http?
    No. For an iframe or lightbox integration to work correctly and for it to follow security standards, you need to host your website on https.

  5. Can I use a self-signed certificate or expired certificate?
    Yes, you can. However, using a self-signed or expired certificate in a live system is strongly discouraged as shoppers will get a security warning issued by all modern browsers.

  6. Can I make changes to the helper.html file? [iframe or lightbox only]
    You can rename the file, but the new name MUST be referenced in the iframeHelperURL parameter in the custom options object. Other than that, no changes should be made to the helper file.

  7. Does the integration library work if JavaScript is disabled (from a browser)? [iframe or lightbox only]
    No. For an iframe or lightbox integration (which makes use of an integration library), if the shopper has disabled JavaScript, the Hosted Payment Pages will not be displayed on your web page.

  8. Does the iframe and lightbox integration work with a single page application? [iframe or lightbox only]
    Yes. You must add a single line of code to dynamically trigger an event that acts as though the page was reloaded. This will ensure the full page refreshes to redirect the shopper to the correct result URL.

  9. What is the Scan Credit Card feature?
    This is a new feature in Safari with iOS 8 and above, and is available on our hosted payment pages. This feature allows you to fill in online payment forms by using the camera to scan credit card details. The example below illustrates the presence of the Scan Credit Card feature.

  10. What is the time-out on the Hosted Payment Pages?
    The hosted payment pages have a 30 minute inactivity timeout, which is reset with every server interaction: for example, entering a card number invokes a BIN range check. If the 30 minute inactivity timeout is exceeded, an expired message is displayed. You can extend the session for a further 30 minutes by clicking the Extend session button, which is displayed after 28 minutes of inactivity.

  1. How are Irish postal codes handled?
    If the Billing country is Ireland (IE), the postal code field is automatically made non-mandatory.

    This means that if the country of the Billing address is Ireland (IE) within the XML request submission (Billing address parameter set to SHOW or HIDE), the postal code isn’t mandated. For any other country, the postal code is mandated and the error message returned if not provided is - error code=”5” Invalid address: Postal code is missing or empty. If the Billing address is set to EDIT, the field will be non-mandatory if Ireland is selected:

And mandatory if any other country is selected:

  1. Receiving the following error message ‘Enter a valid phone number’

    Please check and ensure that only numeric characters (0-9) are entered in the <telephoneNumber> XML element.

iframe or lightbox troubleshooting FAQs

  1. When I press the trigger button the iframe displays a blank page instead of the payment page.
    The website is hosted in http and not https. You need to change the configuration to use https (add a certificate).

  2. On Internet Explorer, when I press the trigger button, nothing happens and the iframe doesn't get injected. It works fine on all the other browsers.
    Ensure that the debugging value in your iframe custom options object is set to false.

  3. When I press the trigger button, nothing happens and the iframe doesn't get injected.
    The iframe library files are not / cannot be downloaded. Open the browser console, go to the network tab and confirm if this is the case. If yes, you need to check and investigate the issue with your infrastructure / networking team.

  4. The payment pages are displayed inside the iframe, but the resizing doesn't work as expected.
    There are a few reasons why this might be happening:

    • The helper.html file cannot be accessed from your website because the iframeHelperURL property is not set with the right value.

    • The helper.html file is not accessible and you need to change the permissions / security configuration so that it can be displayed / accessed in the browser.

    • The iframeIntegrationId is not set with the right value (the JavaScript library object's name). You can confirm this by checking the browser console, JavaScript Console for an "Uncaught TypeError: Cannot read property 'resize' of undefined" message.

  5. The properties are set with the right values but the browser console shows an error in the JavaScript Console "Uncaught TypeError: Cannot read property 'resize' of undefined" message.
    Ensure that the iframe library JavaScript object and the custom options JavaScript object have the global scope that they need. Check the JavaScript code and make sure that these objects are not defined inside another function, but at the top of the page.

  6. The page displayed inside the iframe is an error page with: "Sorry, there was a problem processing your payment. Please close the browser and contact the merchant quoting the following reference number: D150427-T000000-M000-00"
    This is an integration issue and it means one of the following:

    • You are adding a custom parameter to the redirect URL that is not supported by Worldpay. Contact your Relationship Manager or Corporate Support Manager to add the parameter to your custom settings

    • The value you are setting for one of the request parameters is not the right one

    • You are missing out one of the required parameters

  7. We have a single page application so the result URLs do not actually refresh the page. This means that the lightbox is not getting disposed when the callback is invoked.
    This can be resolved by adding a single line of code to dynamically trigger an event that acts as though the page was reloaded.

  8. I’m getting an error. What does “X-Frame = DENY message” mean?
    This is an integration error that appears when the Hosted Payment Pages are being presented within an iframe or lightbox that doesn’t use our embedded integration method correctly. For security reasons, the base URL is checked by Worldpay which means Worldpay’s embedded integration method must be used when presenting the Hosted Payment Pages within an iframe or lightbox. Similarly, you cannot present the embedded Hosted Payment Pages within another iframe or lightbox.

  9. Is there a way to display the payment detail (card number etc) fields vertically, for all devices?
    Yes – the hosted payment pages are responsive, meaning the content of the page is optimised to the device screen size. For example, on a mobile device, the payment detail fields are automatically arranged vertically.

    You can apply the mobile layout (payment detail fields displayed vertically) to all devices, if the parent container of the Hosted Payment Page iframe has a width of less than 480 pixels.


Customisation FAQs

  1. Can additional fields be added to the hosted payment pages for data capture purposes?
    No. Currently the Hosted Payment Pages don’t support the ability to include additional custom data capture fields.

  2. Can the position of the data capture fields be changed?
    No. The public CSS file doesn’t allow the structure of the data capture fields to be significantly altered.

  3. Where can I access the public cascading style sheet (CSS)?
    The public CSS is available to download from the Payment Page Designer. For more information, see the Payment Page Designer.

  4. Can I customise the error messages?
    No. Error message text is currently static, meaning you cannot upload custom error message text files. The Hosted Payment Pages are however supported in over 30 languages, which include error message translations.

  5. What are breakpoints?
    Breakpoints are predefined dimensions of a device or browser window, typically expressed as height and width in pixels. For each set of dimensions, breakpoints specify the optimal layout of content and features.

  6. Can the page breakpoints be changed?
    No. Currently the breakpoints of the Hosted Payment Pages are predefined and are not customisible. However, the Hosted Payment Pages automatically optimise and adjust for smaller screens:

    • Field layout. On smaller devices, fields may be displayed vertically.

    • More / Less links. Where help or instruction text is provided, on smaller devices a short summary may be displayed. The shopper can click More to see full instructions and then click Less to hide them.

      For details about the dimensions of the breakpoints used for the payment pages, contact your Relationship Manager.

  7. What font customisation is supported by Hosted Payment Pages?
    You can choose any font from the range we support (excluding custom fonts), but we can't guarantee any particular font will be supported by all browsers and operating systems. Note, however, we support any font classified as a websafe font.

  8. How do I customise the 'look & feel' of the Currency Conversion page?
    The customisation applied to the installation ID being used will render across all hosted pages, including the ‘Currency Conversion’ page.

  9. What should I do if the Hosted Payment Pages customisation capability doesn’t meet our requirement?
    Worldpay will continue to add more advanced customisation capability to the Hosted Payment Pages product offering. If you have any specific customisation requirements that aren’t currently supported, please raise these with your Relationship Manager or ask about the range of other Worldpay products which may be better suited to your requirements.