For each Montonio Order, you can see a timeline of payment-related events in our Partner System. This Event Log gives you a detailed and timestamped overview of everything that happened with the payment flow of the order.

How to find the Event Log in the Partner System?

Open the Partner System, navigate to the Orders page, select the Order you're interested in, and open the detailed view by clicking the expand icon in the top-right corner of the drawer:

Once in the detailed view, select the Event log tab to reveal the timeline:

How to read the Order Event Log?

The Event Log displays all payment events that occurred during the lifecycle of the Order. The events are displayed in descending order, meaning that the first event (almost always "Order created") is displayed at the bottom of the list, and the latest event is at the top.

For some events, there's additional metadata available. Click the Show metadata button to reveal the raw data.

How to make use of the log?

The Event Log is useful for troubleshooting payments. If you or your customer has run into an issue when paying for an order, the Event Log can shine a light on the reasons and tell the story of what happened.

For example, most Orders are marked Abandoned if the customer doesn't complete the flow in 30 minutes. The Event Log will tell you the exact time the Order's status was changed to Abandoned and you can follow how the user went through the payment flow and failed to complete it in time. This makes it easier to explain the situation to the user and ask them to try again.

To understand each specific event type, read the other articles in this folder.

Understanding specific payment failure reasons

For some payment methods, the Event Log shows a specific reason why the payment did not go through. This helps you quickly explain the situation to your customer and advise on the next steps.

Card payments

When a card payment fails, the Event Log displays one of the following messages:

Message shown in Event Log	What it means & what to do
This card can't be used. Try another card or payment method.	The customer tried to pay with a card that is not supported or can't be used for online payments. They should not try again with the same card.
Not enough funds, or limits exceeded. Try another card.	The card has insufficient funds or has hit a spending/transaction limit. The customer should try another card or free up the balance.
Authentication failed. Your bank couldn't confirm it was you.	The 3D Secure (SCA) authentication step failed — the customer's bank could not verify their identity. The customer should try again or contact their bank.
Your bank declined this payment. Contact your bank or try another card.	The issuing bank declined the charge without a more specific reason. The customer should contact their bank or use a different card.
Check card details and try again.	The card number, expiry date, or CVV was entered incorrectly. The customer should double-check their card details and retry.
Couldn't reach your bank. Please try again in a moment.	A temporary connectivity issue between Montonio and the issuing bank. Usually resolves on its own — the customer should wait a moment and try again.
This session has expired. Return to the store and start again.	The payment session timed out before the customer completed the card flow. They need to go back to the store and initiate a new order.
This payment is already being processed. Please wait a moment.	A duplicate submission was detected. The customer should wait for the current transaction to complete before trying again.
This payment method cannot be used for this order.	The selected card type or payment method is not eligible for this specific order (e.g. due to merchant configuration or order restrictions).
The amount is too low for this payment method. Please increase the order amount.	There is a minimum order value limit for card payments, and your customer will need to increase the order total to pay by card.
Payment cancelled. Please try again.	The customer actively cancelled the payment. They can return to the store and start a new payment.

How to use the Order Event Log?