YO | Troubleshooting Guides
      Back to home
      1. INTERNAL - Bepoz Help Guides
      2. YourOrder
      3. YO | Troubleshooting Guides

      YourOrder : Error: Unable to determine account number in group chain

      Overview

      Symptoms 

      Transactions were not exported to Bepoz. In the Order Page, it show status “AUTHORIZED”. In the Bepoz Log (2.3), it shows error message "Unable to determine account number in group chain".

      YourOrder Error Message

      Description 

      This issue caused by incompatible issue between setting in the YourOrder Backpanel and Bepoz. For each order to be exported to Bepoz, an Account Number is required. YourOrder will request a new Account Number, and Bepoz will provide one. When YourOrder fails to get an Account Number, YourOrder will not be able to export this particular transaction to Bepoz. 

      Reasons why YourOrder fails to get an Account Number could be: 

      1. Invalid Account Template.  Example: Account Template ID is entered instead of Account Number. 

      1. Invalid Account Template. Example: Account Template ID is entered instead of Account Number. 

      1. Wrong combination of Account Number Length & Account Number Prefix. Example: When YourOrder settings as below 

      This set of settings means the range of Account Number provided must be between 99200000 – 99299999 and inside the Account Group 454, there MUST NOT be         any Account with the same length (8) higher than 99299999.  

      For example: 99300001, 99400000, 99500002, etc. 

      If the Account Prefix 993 but the length is higher, it won’t cause the issue.  

      For example: 993000001 (9 digit). This won’t cause issue. 

      1. For Multivenue, Same Account Prefix for all YourOrder venues in MV sites. Every venue must use different Prefix number. 

      For example: Varsity Morley -> Prefix 991, Varsity Northbridge->Prefix 992, etc… 

       

      Resolution 

      Below is the guide to solve this issue: 

      Check Account Group-Make sure it is pointing to the right Account Group 

      1. Check Account Template-Make sure Account Number is entered and it is located in the right Account Group 

      1. Make sure there is no Account with the same length higher than the number range. 

      1. For Multivenue, send database to the venue, and make sure it is fully processed. 

      1. For MV site, make sure Headoffice and remote venue have VPN connection and both smartcontroller programs are running and connected. Check the TCP port 18192 is allowed in firewall in HO and remote venue as well. 

      Workaround 

      If after doing the above steps and still not working, please try the following. 

      • Create new Account Template in Bepoz that is within the Account Number range. For example: 99200236 

      • Sign up a new Account in YourOrder, and check again the “Bepoz Log” 

      • Increase the Account Length. (Warning! Do not do this if they are using MyPlace App because it will cause the new Sign Up members Account Barcode invalid)