When receiving an error message in Caterease related to Mosaic or a payment link is not updating, use the steps below to expedite your resolution. If the situation continues, contact merchantsupport@caterease.com with your Caterease Serial number (see below), describing your situation, what you’d like to happen instead, relevant event numbers & payment amounts, and include screenshots of error messages.
1. Check Your Caterease Version
Make sure you are using the latest version of Caterease if you use the Desktop version of Caterease (if a Caterease Connect user, continue)
- Go to the Help tab > About Caterease button > Program tab to find your serial number and build number.
- Reach out to help@caterease.com with your serial number and build number asking them to confirm if you are on the most recent build, and for update instructions if you are not.
2. Update Payment Status for Payment Link Issues
If a payment link isn’t updating properly or shows a status different then the portal:
- Open Event Manager and search for the event tied to the payment.
- Click the Payments Made button (Dollar sign icon) or find it under Tools in the top menu.
- In the Event Payments window, click View/Edit Payment Details (Grid Icon).
- In the Payment Details, go to the Credit Card tab and click Update Status at the bottom.
3. Remove Special Characters from Your Mosaic Details
If you see an error when creating a payment link:
- Check in your Mosaic payment link settings that there are no special characters (like |, &, ‘) in the following fields:
- Your title/company name (must include some text, not just an image)
- Email addresses
- Sender name
- Also check your payment link fields, removing special characters:
- Payer Name (must be under 26 characters)
- Payer Email Address
- Billing Address
- Also review the email subject lines in your Mosaic setup — no special characters there either.
4. International Card Payments
If you’re accepting an international credit card:
- Make sure the customer’s contact record includes at least one address with the correct country listed.
5. Issues with Stored Credit Cards
If you can’t process a payment using a stored card:
- Delete and re-add the stored card to refresh the payment token.
6. Payment Links Not Being Received
If your customers are not receiving their payment link email:
- Set the “Reply Email” in your Mosaic link settings to noreply@paymentsbyhorizon.com, adding a note in your payment link email template a contact email should your client wish to discuss payment.