Online payment processing errors

The ever-expanding master list of errors which may appear when submitting an online transaction. Error messages are listed in alphabetical order, noting the type of error and the recommended resolution.

• Error codes beginning with F indicate the error originates from either Spark Fraud Protection tools or Accertify, if enabled.
• Error codes beginning with G indicate the error originates from the gateway
• Error codes beginning with S indicate the error originates from the Saffire server

"An error occurred during processing. Please try again."

TYPE: G

RESOLUTION: We've seen this error when the Authorize.net system has gone down. Check AuthNet to see if you can find their system status - or search Google for similar/related comments. If AuthNet is truly down, the only temporary solution is to move the clients over the Saffire's PayPal account. Before Doing That.... 

1. check with a superior within Saffire to get their approval to do this. 
2. check with the client to get their approval as well. They need to be aware of how we will handle the fees and remittance.  

"Declined: 10069-Payment could not be completed due to a sender account issue. Please notify the user to contact PayPal Customer Support"

TYPE: G

RESOLUTION: This means PayPal deemed the customer's credit card payment to be too risky to accept. The customer can try logging in to their personal PayPal account to see if they can determine why it's deemed 'risky'... but they'll likely need to try using a different card for the purchase.

"Declined: 15005-This transaction cannot be processed."

TYPE: G

RESOLUTION: PayPal articles suggest that the error could be due to an AVS mismatch (billing address not matching the card) or insufficient funds. If you run a test transaction and confirm that the address is accurate and funds are available but still receive this error, the client should contact PayPal. They may need to adjust their account settings to resolve the issue.

"EMV data not authorized" 

TYPE: G

RESOLUTION: this is a recognized message referring to the CardConnect account setup. EMV (chip card readers) are not currently authorized on the account. The client needs to contact their CardConnect agent to have them activate EMV on the account.

"Error 10009 - invalid merchant information"

TYPE: G

RESOLUTION: PayPal message. Something isn't set up properly between PayPal and the client's bank, OR there's an issue with a refund. Refer to this article for complete details.

"Generic processor error: 10001-internal error"

TYPE: G

RESOLUTION: We've seen this error when the PayPal system has gone down. Check PayPal to see if you can find their system status - or search Google for similar/related comments. If PayPal is truly down, there may not be a workaround. Contact a superior within Saffire. 

"Invalid merchant"

TYPE: G

RESOLUTION: Check to see if 'Credit Card Payments' is checked under 'Box office sales' on the SaffireTix tab in Site Config. It needs to be checked in order to process card orders.

"Invalid vendor account: 10229"

TYPE: G

RESOLUTION : this is a PayPal error. Have the client check in PayPal manager to see if the credit card attached to the account has expired.

"Object reference not set to an instance of an object"

TYPE: G

RESOLUTION : this is a PayPal error. Refresh the page and retry the purchase.

"Please retry"

TYPE: G

RESOLUTION: Likely a CardConnect message, but it could come from any gateway. Possibly due to a temporary interruption in the network connection. 

1. Retry the transaction
2. if that fails, restart the app and try again
3. If that fails, check to see if other devices are experiencing the same issue
4. If they are, contact Tier 1 support.
5. If not, it may be a hardware issue. After repeated retries which continue to fail, the device may need to be retired from use. Contact Tix support for further instructions.

"The Global Payment System identification numbers are incorrect."

TYPE: G

RESOLUTION : This is an Auth.net error. The API merchant login ID and transaction key need to be updated. Ask the client to provide both credentials.

"The merchant login ID or password is invalid or the account is inactive."

TYPE: G

RESOLUTION: This is a recognized message from Authorize.net. The API merchant login ID and transaction key need to be updated. Ask the client to provide both credentials.

"The referenced transaction does not meet the criteria for issuing a credit"

TYPE : G

RESOLUTION: This Authorize.net error occurs when you’re trying to issue a refund for a payment made in the past 24 hours OR over 180 days. If the former, wait the full 24 hour period and submit the refund again. This is likely to be seen after viewing the 'partial refund' warning in order management and then choosing to continue with the process.

"This transaction has been declined"

TYPE: G

RESOLUTION: This could be one of several things, likely related to Authorize.net...

• if the customer was using AMEX, it's likely the Merchant Service Provider (MSP) is not allowing AMEX transactions. The client needs to contact their MSP. Click here for more details.
• it may be a declined card due to lack of funds in the attached account. The customer will need to use a different card.
• it may be due to a velocity filter. Both the Daily and Hourly Velocity Filters need to be unchecked in the their AuthNet Fraud Detection Suite. Refer the Client to this article to correct the setup.
• it may be due to AVS settings which are configured incorrectly. Refer the Client to this article to check their settings.
• it may be due to Payment Form Fields - NONE of the fields can be set as 'required'
• if it is a repetitive error on multiple devices, there may be an issue with the AuthNet platform. Check https://status.authorize.net/

"The transaction has been declined because of an AVS mismatch. The address provided does not match billing address of cardholder"

TYPE: G

RESOLUTION: AuthNet error... 

• it may be due to AVS settings which are configured incorrectly. Refer the Client to this article to check their settings.
• the customer may have submitted a typo with their card info
• the customer might need to use a different card

"This account has not been give the permission(s) required for this request'

TYPE: G

RESOLUTION: Authorize.net message. This error indicates that a "User Login ID" and not an "API Login ID" is being used to integrate Authorize.net ... you need to request the 'API login ID' and 'transaction key' from the client and update their ecommerce settings in Site Config.

"Track 1 data is not in a valid format"

TYPE: G

RESOLUTION: This may indicate an issue with the Authorize.net CVV filter - or it could be an issue with the hardware.

• If the client is using Authorize.net, ensure the CVV settings match those shown on this page
• ask what type of CC swiper they are using to ensure it is the correct one for their gateway.
  • Augusta should be used for CardConnect box office and kiosk. These are encrypted.
  • MagTeks should be used for all other gateways in box office and kiosk. NOT encrypted.
  • VP3300s should be for CardConnect mobile box office. These are encrypted.
  • iMags should be used for all other mobile box offices. NOT encrypted.
• If they have the correct reader, it may be corrupted - the card itself could be the cause of the error - or the PC could have issues.
• User should test with a different card
• Check to see if they get the same error on other reader/pc combox setups
• If the error occurs on a single setup, try switching the readers with another setup. This should help pinpoint if it is the reader or the PC which is causing the issue.
• Track 1 error has also been seen on the Augusta’s when we’re sending the data too fast. The dev team has slowed down the process, so this should already be fixed.
• We have also seen track 1 issues with Augusta’s if the PC was on Windows 10 and needed to be upgraded to Windows 11.

"Transactions of this market type cannot be processed on this system"

TYPE: G 

"Txn not settled"

TYPE: G

RESOLUTION: You need to wait until tomorrow to cancel/refund the order. The transaction has to be settled before if can be refunded.

"User Authentication Failed"

TYPE: G

RESOLUTION: This is a PayPal error that indicates we do not have the correct Online Payment Gateway credentials set in Spark>Super Admin> Site Configuration>Ecommerce. Ensure the client is giving you their Payflow Pro credentials, and not their general Paypal.com credentials. The credentials in our Spark system should be able to login on this URL: https://manager.paypal.com/login.do. If they do not work on that URL ask the client to go through the “Forgot Password” steps on that landing page.  

"Violation of Law"

TYPE: G

RESOLUTION: Client needs to contact their bank for further steps. It's likely that the card-issuing bank has frozen the customer’s account (for any number of reasons). Call the bank directly for next steps.

"We are unable to process your order at this time"

TYPE: F

RESOLUTION : This indicates a fraud rejection from Accertify. Please create a Programming Support ticket in Jira to investigate the rejection.

"Your order has been received. Thank you for your business!"

TYPE: G

RESOLUTION : This is a recognized message referring to the Authorize.net Velocity Filter settings. Both the Daily and Hourly Velocity Filters need to be unchecked in the their AuthNet Fraud Detection Suite. Refer the Client to this article to correct the setup. 

"Sending credit card numbers directly to the Stripe API is generally unsafe. To continue processing use Stripe.js, the Stripe mobile bindings, or Stripe Elements. For more information, see https://dashboard.stripe.com/account/integration/settings.

If you are qualified to handle card data directly, see https://support.stripe.com/questions/enabling-access-to-raw-card-data-apis."

TYPE: G

RESOLUTION: The client will need to contact Stripe support to enable Raw Card Data API transactions. Stripe will request PCI documentation from Saffire in order to enable. Once enabled, third-party sales should be effective immediately.