Introduction 

The Consent Management System is a comprehensive technology solution that enables financial institutions and payment intermediary service providers to manage, store, and control customer consent during the process of accessing and sharing financial data. The system supports enterprises in automating the collection, validation, and lifecycle management of consent in compliance with legal regulations, ensuring security, transparency, and full traceability. 

Troubleshooting and Inspection Guide for End-Users 

List of Potential Errors Encountered by End-Users 

Error	Probable Cause	Resolution
Unable to access the system	Loss of Internet connection	Verify your network connection or refer to the "Clear Web Data" section
Unable to log in to the system	Incorrect password	Verify your password or use the “Forgot Password” function to reset it.
Not receiving notification emails	Incorrect email address during registration or email configuration issues	Refer to the "Email Verification" or "Notifications" section
Business-related issues	Causes cannot be clearly identified	Contact the system operations support team via available channels such as phone, email, or ticketing system

Troubleshooting and Inspection Guide for Administrators 

Unable to update system configurations  

Description: Users encounter this error when attempting to update system configurations via the interface 

Cause: Roles and permissions have not been established or assigned to the user or administrative account 

Resolution: Review and assign the appropriate roles and permissions to the user account 

Unable to access the consent management system 

Description: Users are unable to log in to or access the consent management system 

Cause: Unexpected system downtime caused by service shutdowns or connectivity issues 

Resolution Steps: 

Step 1: From the server accessing the consent management system, perform a telnet command to the consent service 

Step 2: If the service is deployed on K8s or OpenShift environment, check the status of the pods 

Step 3: Invoke the Consent Service Health Check API to verify the current status of the system 

Step 4:  If the service appears operational but remains inaccessible from external points, verify network connectivity between zones 

If the issue is network-related, ensure connections between network zones are opened to restore access 

Step 5: If the service has been shut down, restart the service and review system logs to identify the cause of the shutdown 

Step 6: Inspect the system database to ensure storage capacity is not full and check for any anomalous errors 

Checking transaction history via Open Banking 

Description: When a payment order is initiated but fails due to unforeseen reasons, administrators can review transaction details for investigation 

Cause: Payment session error 

Resolution: Access the administration system and review the transaction session details 

Unable to push logs to the centralized logging system 

Description: The system fails to forward logs to the centralized logging system 

Cause: Configuration error regarding log forwarding to the ELK stack, or network connectivity has not been established between systems 

Resolution: Review the ELK log configuration and verify network connectivity 

Enable debug logging for detailed inspection 

Description: When detailed log tracking and analysis are required, debug logging can be enabled 

Resolution: Configure debug logging in the system configuration file 

Additional issues and resolutions 

Clearing web data (Clear Web Data)

During system usage, the browser stores temporary data (such as cookies, sessions, and local storage) to maintain login states and user authentication for the consent management system. 

However, this data may become corrupted due to: 

• Sudden disconnection during authentication request 

• Conflicts with data from other websites under the same domain 

• Browser crashes or malware infection 

• Cache issues after system upgrades or deployment of new versions 

When users experience anomalies such as: 

• Inability to interact with the "Confirm Consent" button 

• The interface freezes or becomes unresponsive 

• Failure to display the authentication form or OTP 

     ⇒ Users should clear web data to refresh the session 

• Method 1: While accessing the system, press the key combination Ctrl + Shift + Del. Select the desired "Time range" and click "Delete data" 

• Method 2: While the system interface is open, press F12 or right-click → Inspect". Within the DevTools window → navigate to the Application tab → select Storage from the left-hand menu → click "Clear site data". Subsequently, reload the page and log in again to resume system usage. 

Checking Internet connectivity 

• The Consent Management System operates online and depends on a stable network connection to perform the following functions: sending and receiving authentication requests to/from the server or PIS/AIS partners; obtaining access tokens within their valid lifecycle (example: PIS tokens with a maximum validity of 300 seconds); sending consent confirmation or revocation notifications to users. 

• Open CMD and run the command ping 8.8.8.8. If the response time is <100 ms, the connection is considered normal. 

• Attempt to access another website (example: https://google.com) to verify that the Internet connection is functioning properly  

• Check network cables, connection ports, or Wi-Fi status. 

• Contact your Internet Service Provider (ISP) if the connection is unstable. 

• If the issue is localized to a specific device (e.g., computer or network adapter), contact IT technical support to inspect hardware and security software. 

Verifying Email Authentication 

Within the Consent Management System, users or organizations may receive email notifications related to: 

• OTP codes or consent confirmation links 

• Notifications regarding consent approval, revocation, or expiration 

If Emails are not received, this may be caused by one of the following: 

• An incorrect email address was entered during registration or consent creation 

• The email was classified as spam or junk by the mail system 

• The outgoing mail server (SMTP) is experiencing an error or service interruption 

Resolution Steps: 

1. Verify the email address entered in the consent registration interface. 
2. Check the Spam / Junk Mail folder. If an email from ob-consent.savyint.com is found, move it to the Inbox and mark it as “Not Spam”. 
3. Use the Resend Confirmation Email function in the system interface. 
4. If the email is still not received, test with an alternative email address. 
5. If the issue is determined to be system-related, contact technical support or the system administrator to review the email delivery logs (SMTP server logs). 

Contacting SAVYINT 

If users are unable to resolve the issue using the guidance in this document, please contact the SAVYINT Technical Support Team for direct assistance. 

Support Channels: 

• Email:  

• Phone: +84 243 782 2345 

• Contact page:  

• Instant support chat (Telegram):  

Information to Provide When Requesting Support 

• To assist the technical team in diagnosing and resolving the issue efficiently, please include the following details in your support request: 

Detailed description of the issue: 

• The specific operation during which the error occurred (example: creating new consent, signing/confirmation, revocation, OTP authentication, etc.). 

• Relevant API of the Consent Management System involved (if applicable). 

• Screenshots of the error. 

• Timestamp of the error occurrence.