User Setup Troubleshooting

If a user cannot access features in Oracle Payment Cloud Service, it is usually due to a missing setup.

Use this page to quickly identify and resolve common setup issues.

User can't see anything in Oracle Payment Cloud Service

Check Does the user have any groups assigned?
Fix Assign at least one group in OCI IAM, follow: Manage Group Assignments

Tip: All non–Payment Administrators must also have at least one industry group assigned.

User can't access Oracle Payment Cloud Service features

Check Does the user have the correct groups assigned?
Fix

• Review the user’s group membership. Go to User Management (You must be a Payment Administrator to access this) click the home icon in the bottom right.
• Ensure they have the required functional groups, check against: Predefined Payment Groups
• To change groups follow: Manage Group Assignments

User can't see transactions on reports

Check Does the user have

• Location access?
• Industry groups assigned?
• Reporting groups assigned?
• If user is a Payment Administrator they must be a user of the Business Account the locations are assigned too.

Fix

• Assign one or more locations, follow Assign Location Access
• Industry group assigned?
• Transaction Reporting and/or Payout Reporting groups?
• Follow: Manage Group Assignments

User can't register terminals

Check Does the user have

• Terminal Manager group?
• Location access?

Fix Assign both:

• Terminal Manager group, follow: Manage Group Assignments
• Access to the required locations, follow Assign Location Access

User can't issue refunds

Check Does the user have

• Transactions and Refunding group?
• Access to the relevant locations?

Fix

• Assign Transactions and Refunding, follow: Manage Group Assignments
• Required location access, follow Assign Location Access

User can't see or manage chargebacks

Check Does the user have the correct chargeback group?

Fix

• Assign Chargeback Transactions (view only)
• OR Chargeback Management (manage/respond)
• Follow: Manage Group Assignments

User can't see specific existing businesses business unit or business accounts

Check Does the user have account structure access?

Fix Assign access to what is applicable:

• Business, see Assign a User to a Business
• Business Unit, see Assign a User to a Business Unit
• Business Account, see Assign a User to a Business Account
• User must also be in one of the onboarding groups based on the access they need, see Predefined Payment Groups

User can't add a new Business Unit or Business Account to an existing Business or Business Unit

Check Does the user have

• Required onboarding groups?
• Limited access to those existing account records if full control is not needed?

Fix

• Update the user’s groups, review Predefined Payment Groups and follow Manage Group Assignments
• Update account structure access, follow if full control is not needed
  • Assign a limited user to a Business to add new Business Unit
  • Assign a limited user to a Business Unit to add new Business Account

User can't access a location

Check Is the location assigned to the user?

Fix Follow Assign Location Access

Quick diagnostic checklist

Most issues can be resolved by checking these three areas:

Area	Managed In
Groups	OCI IAM, Manage Group Assignments
Locations	Oracle Payment Cloud Service, Assign Location Access
Optional Account Structure Access	Oracle Payment Cloud Service, Assign Account Structure Access

Parent topic: Users and Access