Payment basket has no gateway associated

Afterrnon all,

Members are calling me to pay their fees over the phone and I am getting more:

Error
Failed to save Pay the basket manually because: This payment basket has no gateway associated so can not be paid manually.

Is there a way in admin to add the basket?

I understand how this happens, but want to be able to sort it out quickly, to make members happy!

I'm not sure how they managed to create a basket without a gateway to begin with. Ensure you've a gateway available to public and registered users as it sounds like since they can't access the gateway they've no way to pay. No you can not manually associate a gateway with a basket.

There are two gateways available (Paypal & Pay Offline).

I am sure that the are choosing 'pay off line' and then not hitting the transaction lock/confirmation link (Payment slip link text) at the bottom of the page. Would this stop the gateway from being confirmed?

I have added some extra copy to the link and hope this helps - could this be changed to an image for more impact?

It sounds like they never selected a payment method to begin with. They got to the basket page and just left. They needed to click one of your payment methods to associate a gateway with the basket. Suggest testing your entire registration workflows as maybe a payment method isn't available to them?

Would this stop the gateway from being confirmed?

It'd prevent the basket from becoming pending. It'd then expire and be deleted. So your error should be that the basket doesn't exist. Their basket status should say "Not initiated" if this is the case. Those that've clicked the link should have a basket status of "Pending". "Gateway account" should also be your offline payment gateway name as well.

I have added some extra copy to the link and hope this helps - could this be changed to an image for more impact?

I don't think they ever made it that far so probably wouldn't help or hurt to add more information.