There can be situations where payment gateways do not work as expected. To analyse the problem we will need you to collect logs from a few places after reproducing the problem.
As a first step, please try to go through the Troubleshooting section in the Payment gateway manual.
Payment gateway mode. Some payment gateways can be used in two different modes. E.g. Blackboard can be used in on-demand or manual.
All of this information will help our support engineers and developers match up log entries with your testing activities. Additional information, such as what was observed or what was expected, can also prove very useful.
Collect the following logs:
Payment Gateway Event Log: [app-path]\server\logs\payment-gateway\event.log This log contains gateway specific error messages and events.
Application Server Log:
Collect the Application server debug logs via Options → Advanced by clicking on “Download Diagnostics”
This log contains general application specific error messages and events.
Transaction Log: [app-path]\server\logs\payment-gateway\transaction.log This log contains a list of successful transactions in a tab-delimited form.
You can submit the logs you’ve collect by logging a support request