This article has been ported to Troubleshooting eWay errors

"The Root Element is Missing"

If you recieve a message when trying to process payments that indicates "The root element is missing’, it is caused by an incorrect setup of the eway credentials or eway account.

This message is being recieved from the payment gateway directly, and to correct this you will need to contact eWay directly.

"Gateway Response: 30,Format Error"

Gateway Response: 30,Format Error The transaction --- The transaction message was formatted incorrectly. Contact Bank Helpdesk

This error code is in fact returned by Eway and not by Business Catalyst which indicates that the payments are successfully getting pushed to Eway. We suggest contacting Eway in regards to this error code for further clarification.