EZEGIFT Troubleshooting guide

Bepoz Version: v2.0.0.14 API: v2.0.1.45
Everyone doing support tickets for EzeGift will need access to the admin panel and the
customer panel.

Link to admin panel - https://apps-admin.vecport.net/dashboard/organizations

Username: internalsupport@bepoz.com.au
Password: y3QmsJF6oXeF

Link to customer panel - https://join-admin.vecport.net/login
Once you log in, go to the Organizations tab and search the organization name. For a single
venue, the organization name and venue name will be the same however, for multivenue the
organization name will be the parent company. For example, Akiba falls under Harvac Group
and you will need to enter Harvac Group in the Organization tab to find the login email.
Head to https://join-admin.vecport.net/login
Enter the customer email login and use the master bypass password:
SCMdhxKuwFACmQkfoeqcWNkRddTz8n6m

Issue 1: The end customer is not receiving the gift certificate email.
Possible Reasons:

The recipient’s email address is incorrect.
Smart Controller is not running the job.
Public IP has changed or Port has been closed.
Someone has fiddled with the email settings on the EzeGift Panel or moved the email
template in the Mailchimp account.

The solution to Reason1:
Ask the venue for the correct email address of the end customer and details on the Gift
Certificate amount. For example, if the customer purchased a $50 Gift Certificate, you need to
select the corresponding amount in the Gift Certificate tab.

Resend the email to your work email to rule out other reasons. If you get the Gift Certificate in
your email, forward it to the customer or resend it to the correct email address. Confirm with the
venue that the end customer has received the Gift Certificate. Emails may head to junk mail or
promotions at times.

The solution to Reason 2:
One common diagnosis for this issue would be that the Voucher ID in the EzeGift Panel is not
assigned. If this is the case, check if the smart controller is running the job. Restart the smart
controller and ensure the job is running. Wait for 2 to 3 minutes to ensure the Voucher ID has
been issued. Once it is issued the email will be sent automatically to the email address entered.
Again, ensure that the email address is correct.

The solution to Reason3:
Diagnosis includes “waiting for connection on port xxxx” in the smart controller or Bepoz not
connected in the EzeGift platform.

Check the public IP of the venue and ensure it matches the IP entered in the Venue Settings.
Go to https://www.yougetsignal.com/tools/open-ports/ and ensure the port is open as well. If the IP is correct and the port is closed message comes up despite being opened. Check if there is a
windows firewall rule that allows the port to get an inbound connection.
Sometimes it can show that the port is closed as the IT for the venue might have allowed
only 52.64.159.209 & 3.24.32.199. The IPs are the traffic source for the EzeGift Platform.
Restart the smart controller to test.
If the connection has been established successfully it will load the voucher setup.

The solution to Reason 4:
The name of the email templates in the platform must match in the MailChimp for both, Voucher
Receipt and Voucher.
The API key for Mandril is zFv7k14uhApoL7L5F262Uw
The API key must match in the following settings if they are using Bepoz Mailchimp and
Mandrill.
The domain should always be @vecport.net
The customer can change the Sender Name, Subject, and email before @vecport.net if they
are using Bepoz Mailchimp and Mandrill.
Some venues use their own Mailchimp and Mandrill to send out emails, in that case, the API
key and domain names will be different. The API Key creation needs to be done by the
venue and there are 3 verifications that need to be completed. Ensure all 3 verifications are
completed.

Voucher Receipt Email Template Name in the EzeGift Platform.

Voucher Receipt Email Template Name in Mailchimp.
Click on the arrow beside Edit and click on” send to mandrill” if you make any changes in the
template or after you create a template. If it is not sent to Mandrill, the emails will never be sent.
If the venue is using their own MailChimp and Mandrill make sure to take them through the
instructions.

Issue 2: Footer Not Found.
When the customer tries to create a new gift certificate and they will encounter this message.
The reason being their EzeGift version is outdated.
Solution
● Click on F12 to open the Developer Mode.
● Right Click on the Refresh button and choose the 3rd option “Empty Cache and Hard
Reload”
This will now update their Ezegift to the latest version and remove the error message.

Issue 3: Stripe issue
Anytime the end customer tries to purchase the gift certificate. They get an error message.

Reason: Stripe account ID is not connected to Bepoz even though they have entered the Stripe
Account ID.
Solution: The venue needs to Connect Stripe to Bepoz. Ensure that the Stripe Account ID is
correct and shows the correct Stripe account ID when the Stripe Testing Mode flag is turned off.
Click the “Connect with Stripe” button.

This will lead to verification of their account ID to integrate Stripe with Bepoz. Once it is done,
the customer will get the following message.

Please note that the error and confirmation message are from 2 different venues. It is just
an example.

Issue 4: Tender Type showing as “Cash” on End of Day Report.
Reason: Tender types do not match in the EzeGift Panel and BackOffice.
Solution: Tender Type in EzeGift and Venue Settings should be same. The character limit is 20.
If exceeded it will show as “Cash”

Online Payment is the Tender Type for this venue.
If the venue is part of Multivenue please ensure the Tender Type is in same number across all
venues including HO.

Issue 5: Error 404 Widget not found or Integration link does not work.
Reason: License not provided to the organization.
Solution: Provide a License to the organization from the admin panel.