Blog Home

Asking for defects support for the neaPay products: converter, switch, issuer, simulator

Posted on 6th Jun 2013 3161 views

neapay Support is provided in the following sequence of priority

neaPay Priority 1 support

Please call anytime at the provided number. Prepare the logs, screenshots, video share, recording of the issue, so we can help.

neaPay Priority 2 support

Prepare the logs according to the guidelines , send the email to and you will be helped within a business day.

neaPay Priority 3 support

Prepare the logs according to the guidelines , send the email to and you will be helped within the agreed SLA.

neaPay FREE support 

Prepare the logs according to the guidelines , send the email to and you will be helped as soon as we can spare some time.


Steps to ask for Support

If you have a bug that creates unavailability, make sure you put that in the email header or first in the body.

In case you are having issues with deploying, running, configuring our converter, switch, simulator, issuer, or a bug, make sure we have necessary information to analyse.

No matter which kind of support you have contracted, we need you to help us with some very important information. Without this, it is very hard for us to help. So please follow the guide below for requesting support. 

  1. Prepare an email to from the e-mail address assigned in the onboarding, so we can identify the customer, or use the contact form on the website
  2. Provide software delivery number for the download, so we can identify the exact delivery.
  3. Provide description of the issue, so we can understand what is happening.
  4. Provide text logs, from the start  of the transaction, with traces ON. Preferably from the start of the software, it is is not continously running, of from the start of the container.
  5. Make sure traces are ON, if applicable. Information for enabling traces in the simulator can be found here:
  6. If you are running a live system with confidential data, you need to reproduce the issue on the test system, with traces ON, ad then provide the log
  7. If you are running a live system with confidential data, makse sure you obfuscate, anonimyze, remove or invalidate sensitive data. If you have to provide sensitive data, make sure that data is no longer valid in your system.

If possible, include a screen shot of the problem. 

Additional information regarding the documentation, reference to documentation, or sample valid messages if the issue is functional. 

For functional issues, the raw hex dump of the contested or inaccurate content is required. 

SLAs according to the agreed terms.

You are welcome to submit improvements suggestions, point bugs or issues, or help us with documentation. 

For non-paying customers, we are grateful if you can help in exchange for support with testing, documentation, or propose something else.


Top Read Articles

Read smart card chip data with APDU commands ISO 7816 22985 views

BIN List & Range for MasterCard, Visa, Amex, Diners, Discover, JCB, CUP 13840 views

Deploy, run and generate with neaPay Card Data Generator 10253 views

Run the neaPay ISO8583 simulator 9543 views

ISO8583 payments message format, programmers guide 9019 views

ISO8583 Message Converter JSON and XML interface specification mapping 6572 views

ISO8583 message: The list of ISO 4217 currency codes for data elements 49 and 52 6467 views

MCC Codes - Merchant Category Codes to use in ISO8583 Field 18 6192 views

ISO8583 Response Codes for Transaction processing 5770 views

Deploy the neaPay ISO8583 simulator - video guide 4974 views

Create a new test case in the neaPay ISO8583 simulator Video guide 4317 views

ISO8583 Message Types for Transaction Processing 4244 views

ISO8583 Processing Codes for Transaction Processing 3953 views

Log Files in BASE24 classic 3831 views

Performance testing at 500, 1000 and 1500 TPS 3421 views

BASE24 classic interview questions 3409 views

BASE24 documentation to read 3373 views

BASE24 classic vs BASE24-eps 3334 views

Asking for defects support for the neaPay products: converter, switch, issuer, simulator 3162 views

Connect the neaPay ISO8583 Acquirer simulator to your own host or Issuer 3144 views

Regression Testing in 1 click with instant Analytics and CSV report 2841 views

ISO8583 converter to JSON XML SQL to HTTP host - message flow - video guide - Part.2 2833 views

Load Test enabling and performance testing at 1TPS and 100TPS 2763 views

Sample Recommended design for an Acquirer test cases suite, Scenarios and Regression 2691 views

Card readers supported by neaPay payments simulator, CHIP and NFC 2627 views

BASE24 classic screens examples explained 2605 views

Run the neaPay ISO8583 converter to JSON, XML, SQL, in a test environment 2603 views

Adding your own card to the Payments simulator to test your system 2393 views

Changing fields definitions in the ISO8583 simulator and message converter 2382 views

How the fingerprint reader works in the ISO8583 payments simulator 2378 views

ISO8583 converter to JSON XML SQL to HTTP Host - host unavailable - video guide- Part.3 2335 views

Deploy the neaPay ISO8583 Payments converter in a test environment 2308 views

Enabling traces in the payments simulator 2306 views

Altering test cases in Excel for the ISO8583 simulator 2305 views

EMV explained for programmers 2305 views

ISO8583 converter to JSON XML SQL to HTTP host - start& run - video guide - Part.1 2305 views

Run One, Run Scenario, Run All, Run Load in the neaPay ISO8583 Simulator - Use guide 2304 views

BASE24 classic ATM configuration Tutorial in ATD and XPNET with examples 2275 views

BASE24-eps interview questions 2255 views

Deploy the neaPay HSM simulator in a test environment 2179 views

Cards and Banks Training 2084 views

BASE24 classic cards configuration tutorial with Examples 1995 views

Deploy the Payments Switch Router in a test environment 1845 views

BASE24-EPS ACI DESKTOP tutorial - Getting started 1727 views

Getting started with BASE24. Compiling your first TAL program 1721 views

BASE24 classic prefix configuration tutorial CPF with examples 1673 views

BASE24 classic tracing of transactions. Audits, configuration, enabling and opening 1574 views

BASE24 classic Institution configuration Tutorial with example 1461 views

BASE24 classic interchange configuration with examples 1429 views

BASE24 classic balance file configuration PBF with example 1413 views

ACI BASE24 classic automatic extract configuration 1387 views

Working with Base24-eps vs BASE24 Classic 1298 views

Add extra custom fields to the ISO8583 simulator 1240 views

Base24-eps how to create journals with esbldjnl 1213 views

BASE24 classic routing in IDF 1139 views

Getting started with Base24 development. TAL tutorial 1132 views

BASE24 classic External Message File configuration EMF with examples 1067 views

Getting started with using Prognosis for BASE24 and BASE24-eps 994 views

First steps with BASE24 Classic 965 views

ISO8583 ATM POS Crypto API integration with exchanges like Coinbase or Binance 953 views

What to expect when installing Base24-eps 935 views

BASE24 classic host configuration tutorial HCF with examples 919 views

Managing BASE24-eps implementation projects 866 views

Ask a question, get advice and help


Read related articles - Iso8583

EMV explained for programmers

EMV explained for programmers

Are you ready to start or need help?

Ready to start your next project with us? Give us a call or send us an email and we will get back to you as soon as possible!

Get a free quote, Ask for details, Get guidance

Contact us

Download and Use the software yourself

Download software

Follow a getting started guide to deploy and use the software

Get started