Below are some steps to follow to address general issues regarding Ethoca:



IMPORTANT-- ASK THE MERCHANT IF THEY HAVE CHANGED THE DESCRIPTOR WITH THE BANK


  • Look for the Ethoca onboarding and any subsequent ticket referencing Ethoca to ensure the current configuration is accurate, and identify any changes over time to the merchant's RG or Ethoca configurations that were merchant-requested.
  • It is helpful to provide the Merchant with screenshots of the current MID set-up as well as their Ethoca Mapping in MissionControl.
  • If the Merchant confirms that they have changed the Descriptor:
  • Check that the descriptor is enrolled and "Active" in Ethoca's Portal.
  • If it is not enrolled, enroll it.
  • If it is enrolled, double-check the mapping in MissionControl.
    • Confirm that the MID has been mapped with the descriptor in question.


NOTE: Dynamic Descriptor usage can pose challenges for merchants who also use the Ethoca service, considering Ethoca requires enrollment with a "known descriptor". Dynamic Descriptor usage by the merchant in their transaction request, coupled with a configuration at banks that support the functionality, can cause unmatched cases because Ethoca will look for the value RG configured (the "known descriptor"), while the merchant's transaction request may be forcing a different descriptor value.


IF THE TIPS ABOVE DO NOT SOLVE THE ISSUE, FOLLOW THE STEPS BELOW:


1. Check our Ethoca configuration.

2. Check Ethoca's configuration for the MID.

  • Test to see what descriptor we get.
  • If test descriptors match what we have configured in MC and Ethoca, then proceed.
  • If the test descriptor is not the current descriptor in their MID set-up, stop here and let the merchant know. Then, ask if anything has changed in their requests or at the acquirer.

3. Check that the issuers of the Mastercard CBs for the month(s) in question participate with                Ethoca.

4. Ensure there wasn't an Ethoca outage.

5. Ask Ethoca why the CBs didn't get matches for the month(s) in question.



Contact Ethoca via Email: customerservice@ethoca.com