Overview

Backend returns a generic IP address

If your store is behind a CDN, proxy, or firewall (for example, Cloudflare) and your backend sends a generic or incorrect IP address instead of the customer's real IP address, transactions may be rejected or remain in the Uncleared status. This is because repeated transactions from the same IP address may be flagged as suspicious.

To resolve this issue:

1. Identify your CDN, proxy, or firewall and determine which header contains the customer's real IP address (for example, CF-Connecting-IP for Cloudflare or X-Forwarded-For for most proxies).
2. Update your backend to read the customer IP address from that header instead of the default connection IP address before sending the request.
3. Verify that new transactions correctly transmit the customer IP address.

Blocked direct payment method transactions

If you use one of our direct payment methods and receive errors such as:

• "Payment not completed"
• "System account error" (error_code: 1000, error_info: "systemaccount")

verify that you have whitelisted MultiSafepay's IP addresses.

Direct payment methods rely on server-to-server communication between MultiSafepay and your backend. If your server or firewall blocks requests from MultiSafepay, payment requests cannot be completed.

To resolve this issue:

1. Request the current MultiSafepay IP address ranges and whitelist them in your server or firewall.
2. Create a test payment using the affected direct payment method.
3. Verify that the transaction completes successfully and no error is returned.