Troubleshooting

no forter calls are happening at all forterenabled is false this short circuits every hook and the storefront snippet template check merchant tools > site preferences > site custom preferences > forter core configuration int forter sfra isn't in the cartridge path, or isn't ordered before app storefront base check administration > sites > manage sites > \[site] > settings > cartridges metadata wasn't imported check whether the forter core configuration group exists at all under site custom preferences if it's missing, re import metadata/site template zip the device fingerprint snippet isn't rendering view source on any storefront page and search for ftr script if forterenabled is true and fortersiteid is set but the tag is still missing, check for an empty or whitespace only fortersiteid see logging and snippet verification # the psp declined the payment postauthorizationhandling js only calls forter when the payment authorized without error a processor decline means no post auth forter call is ever made this is expected behavior, not a bug if none of these explain it, confirm you're checking the right log forter writes to the custom forter category see logging and snippet verification # 401 unauthorized on api calls fortersecretkey and fortersiteid are both case sensitive; check for leading or trailing whitespace from a paste a wrong site id also routes calls to the wrong subdomain, and the resulting error can look like a credentials problem validate call succeeds, but the decision doesn't appear on the order check forterauthtiming under pre auth , the decision depends on the session privacy to order custom mirror in postauthorizationhandling js confirm app post auth is still registered to /hooks/postauthorizationhandling in hooks json check for a shadowed checkouthelpers js if a cartridge earlier in the path defines its own cartridge/scripts/checkout/checkouthelpers js , it can override the forter one enable forterenabledebuglogging , place a test order, and search the log for entering forter pre auth processing for order {n} if that line appears but order custom forterdecision is still empty, the override is almost certainly shadowing it confirm the custom attributes exist on the order object forterdecision , forterorderlink , forterrecommendations , forterreasoncode , forterretrynumber if metadata import failed, these won't exist and the mirror writes silently fail bm forter menu is missing confirm bm forter is in the business manager cartridge path administration > sites > manage sites > business manager > settings > cartridges confirm the forter module is enabled for your role administration > organization > roles & permissions > \[role] > business manager modules > forter log out and back in business manager sometimes caches menu definitions forterorderupdatesfra job runs but updates no orders the job only targets orders with forterdecision set to approved , declined , or not reviewed orders with failed or error decisions are intentionally excluded and never sync see order status sync # the job also only looks back forterweeksamount weeks from today an order older than that window won't sync, regardless of its decision see configure decisions # confirm the job is scheduled for the correct site jobs are site scoped confirm the forter rest update service is reachable via administration > operations > services its credential url should be api forter secure com/v3/platforms/sfcc/status/ , with no https // prefix the service constructs https //{siteid} at runtime confirm a mapper template is deployed for your site the status endpoint routes through forter's backend mapper if the per site template is missing, every status call returns 500 and the job silently fails every order contact your forter implementation team to confirm it's in place pre auth works for registered customers but not guest checkout the cartridge has no branching on customer type if this happens, it's almost always in the merchant's own code a custom checkout js or checkoutservices js override that skips logic for guests basket custom forterpreauthorderno missing on the guest basket it's a standard system custom attribute and works for guest baskets by default; if it's missing, metadata wasn't imported forter is blocking checkout with no decline reason only a void processoraction should ever block checkout anything else blocking checkout is a cartridge bug search custom forter log for forter pre auth threw or forter post auth threw either means a non void exception is bubbling past the fail open try/catch check placeordererror code on a real void decision, the customer facing error message derives from this code if it's empty, the decision object is malformed pii is leaking into production logs confirm forterenabledebuglogging isn't true in production flip it to false immediately search the merchant's own cartridge code for log info or log debug calls that reference basket, customer, or payment instrument data directly calls are failing intermittently or timing out check the forter prof service profile administration > operations > services > service profiles > forter prof it ships with a 5 second connection timeout and a rate limit of 5 calls per 10 seconds raise both if your order volume needs it a throttled or timed out call fails open, so checkout proceeds without a decision instead of showing a visible error check custom forter log for retry and fail open messages general diagnostic approach for anything not on this list set forterenabledebuglogging to true in sandbox place a test order and watch custom forter log line by line look for the hook markers entering forter pre auth processing for order {n} and entering forter post auth processing for order {n} whichever is missing narrows the problem to that hook's registration or an early return inspect session privacy and basket custom mid checkout, via a debug log or script debugger if the behavior still doesn't match what's documented for the cartridge, it's most likely a shadowed override or a metadata gap