Odoo Braintree Payment Gateway Support Policy

Scope, channels, and how we help. This page explains free bug-fix coverage for the Odoo Braintree Payment Gateway, what is excluded, and how to reach TeqStars with everything we need to resolve your issue quickly.

Support Coverage

  • 60 days of free bug-fix support from the date of purchase.

  • Support applies to standard functionality shipped with the module as documented.

  • A bug is behavior that does not match the documented or intended operation of the module in a supported Odoo and module version, and that TeqStars can reproduce from the information you provide.

Support Exclusions

The following are not included in free bug-fix support:

  • Issues caused or triggered by third-party Odoo modules or apps.

  • Customizations to the payment gateway or to related Odoo or Braintree configuration done outside TeqStars guidance.

  • Problems arising from Odoo core changes, unsupported Odoo versions, or upgrades not compatible with the module.

  • Server or infrastructure problems (hosting, SSL, DNS, firewalls, performance, disk space, database corruption).

  • Misconfiguration (wrong Merchant ID, Public Key or Private Key, merchant accounts not validated, wallets not enabled in Braintree or not switched on with Enable Venmo, Enable Google Pay or Enable Apple Pay in Odoo, Webhook URL not added in Braintree) when the product behaves as designed.

  • Limitations or feature gaps on the Braintree side (for example a merchant account that is not active, Venmo outside the US, or Braintree API outages).

Note

If an issue is caused by external factors (third-party code, hosting, Braintree outage, or a decline from the customer’s bank), it is not covered under free support. TeqStars may still help under paid support or a service engagement.

Contact Support

Pick a channel. We respond on business days (Monday to Friday).

Helpdesk

Open a ticket, attach files, and track status in one place.
Email

support@teqstars.com for long descriptions, logs, and screenshots.
Response time

We aim to reply within 24 hours on business days (excluding regional public holidays).

Required Information

Include as much of the following as possible with your ticket:

  • Odoo version and edition (Enterprise or Community).

  • Module version of the Odoo Braintree Payment Gateway.

  • Payment provider involved (Braintree - Cards or Braintree - ACH Direct Debit) and whether it is set to Test (sandbox) or Enabled (production).

  • Your Braintree Merchant ID, and the Merchant Account ID and Currency involved when Multi-Currency Setup is on.

  • Purchase reference (Odoo Apps order or invoice number).

  • Clear description of the problem and the result you expect.

  • Steps to reproduce the issue from a clean path (menu clicks, buttons, checkout steps).

  • Screenshots or a short screen recording showing the error or wrong data.

  • The exact error message shown in Odoo or at checkout.

  • Payment transaction, sale order or invoice reference involved, with its Braintree Payment Type, and the Reversal Details when Gateway Reversed is ticked.

Warning

Incomplete information (missing version, provider, purchase proof, or reproduction steps) may delay diagnosis and resolution.

Before Submitting

Check the following before you open a ticket:

  • The issue is reproducible on demand (or you describe the exact conditions).

  • The Merchant ID, Public Key and Private Key match the values in your Braintree dashboard (Settings ‣ API Keys).

  • With Multi-Currency Setup on, each currency has a merchant account with Validated ticked (click Validate to run the check). With it off, Default Merchant Account ID is set.

  • For wallets, Enable Venmo, Enable Google Pay or Enable Apple Pay is ticked on the provider in Odoo, and the wallet is enabled in Braintree first (Apple Pay also needs domain verification; Venmo is for US merchants only).

  • For ACH Direct Debit, the Webhook URL from the provider is added in your Braintree dashboard (Settings ‣ Webhooks).

  • You have ruled out conflicts from other payment modules where possible.

Additional Support

When you need more than standard bug-fix coverage.

Paid support

Investigation and fixes for out-of-scope issues, complex environments, or urgent timelines.

Customization

Changes to fields, workflows, or integrations beyond the stock connector behavior.

Consultation

Architecture, rollout, multi-account design, and best practices with your team.