Authorize.net Troubleshooting Guide

 

Troubleshooting Card Charges

Authorize.net flagged many of my customers’ transactions as “FDSPendingReview” and none of these transactions went through.

FDSPendingReview is a status sent by Authorize.net which means that the “Fraud Detection Settings” was triggered. Usually, Authorize.net will decline the transaction but then put the transaction in a pending state so that it can be reviewed. Authorize.net allows administrators to approve or decline these transactions. However, since CivicPlus Pay received a decline if the transaction is approved, Pay will not be notified. Depending on your business needs, you may wish to decline these transactions and then notify your customers to try again.

 

FDSPendingReview transactions will show as an Unknown Merchant Error in CivicPlus Pay, which is a generic error for rare or infrequent error messages. To get further information about the exact cause of the FDSPendingReview status, inspect the raw data of the transaction in the activity log. You may see more information such as “FDSFilters: Transaction IP Velocity Filter,” which can tell you which of your settings caused the decline.

 

You may wish to review your fraud detection settings with Authorize.net and calibrate them toward your level of risk and impact on your business operations.

 

I see that payment was declined, but I want to know why.

You may see a general decline or error in the Pay Activity Log, but you can also retrieve the full message by looking at the raw response. Select the transaction for which you would like to see more information.

 

The Raw Data tab shows you exactly what Authorize.net sent to CivicPlus Pay. Look for the errorCode and the errorText.

 

For additional information about the error, you can look up the error code in Authorize.net’s documentation. 

 

I am trying to check out with a payment method on file but it keeps failing.

Double-check that you don't have CVV required in your payment form fields. When CivicPlus Pay stores payment methods for future use, a token is stored and not the card number or CVV. Storing the CVV is not PCI-compliant (Payment Card Industry). However, Authorize.net requires all fields to be sent when they are required in your settings. This causes charges against a saved payment method to fail. Unrequiring the field in your settings should allow the charge to go through.

 

Please note that the CVV is required on the form even though you do not require it in your settings. This is accomplished by setting a parameter when Pay talks to Authorize.net's Accept Suite. 

 

I am getting a 1007 error when trying to check out and save my card.

This could be caused by many reasons. Log in to CivicPlus Pay and look at the raw response for the activity. This should give you more information. Also, note that a user can only save up to 10 payment methods with Authorize.net. You can look at CivicRec or Authorize.net’s Customer Information Manager to confirm this information.

 

Also, you will need to have the Customer Information Manager turned on Authorize.net. Double-check that you can get to this in the Authorize.net UI. A CivicPlus Pay support specialist should be able to tell you if this is the cause. Authorize.net sends us the following message when this is the case. "Error Details: E00044 Customer Information Manager is not enabled." 

 

I am not able to perform a refund.

This could be caused by several different issues. If you have any payment fields required, Authorize.net requires these to be provided when a refund is performed. You can confirm this by checking the Activity Log. If you see a Missing Form Fields message you will need to check your payment fields and un-require those fields. View the Authorize.net instructions. 

 

You can confirm which fields need to be unchecked by looking at the raw data in CivicPlus Pay. You should see something like this. 

 

The following fields are generally safe to require: first name, last name, address, city, state, zip, and phone. 

 

Please note the CVV is required in the form without having to select it in your payment fields. If using payment methods on file, marking CVV as required will cause transactions to fail. 

 

I cannot complete my payment because it says email, company, or another field is required but I don't see those fields. 

Authorize.net allows you to control which fields are required in the hosted form and API (application program interface). However, the accept suite hosted page only shows a fraction of these fields. In order to allow your customers to complete payment, you are limited to requiring only the following fields: billing name, billing address (country, zip, street address, city, and state), and phone number. You can update this in your Authorize.net settings under Payment Form. 

 

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Troubleshooting Hardware

I am trying to use a card reader but the card numbers are not reading right into the payment form.

The use of a card reader (such as a MagTek Sure Swipe) is not recommended with Authorize.net. You will want to switch to a different device. Find more information in the Gateway Hardware article.

 

I am using the ID Tech August smart card reader, but it is not reading or communicating with Pay.

The ID Tech Augusta will not work with CivicPlus Pay.  See the Gateway Hardware article for more information.

 

After processing a transaction, I get a "500 httpStatus" error. The charge went through but did not generate a receipt. 

 

This can be caused by several things:

1. First, if you are trying to save the card when checking out with the payment terminal, you need to make sure that permissions assigned to the user include "Manage CIM Profiles".
   
2. Check to make sure you have no payment fields required. Authorize.net requires that all required fields be sent on all API calls, even when it does not make sense (such as a card-present transaction) to collect this information. Authorize.net even states that un-requiring all fields can help correct transnational issues.
   
3. Make sure that your account is in 'Live' mode. Not getting a transaction ID or application identifier (AID) is an indicator that your account is not live.
   
4. Try a different USB cable. The cables that come from Authorize.net often do not work and simply switching out the cable for a new one will do the trick.
5. Double-check that you have the latest version of the CivicPlus Pay tray application. View the latest version. 

 

If the problem continues to persist, please reach out to Authorize.net and CivicPlus Support for additional assistance. 

 

I am getting "An Error has occurred: 'AuthorizeNetPaymentDeviceID' cannot be empty."

If you get a message that states, "An Error has occurred: 'AuthorizeNetPaymentDeviceID' cannot be empty" then you are missing your device ID. The device ID is a requirement and must be set by each person (who has a separate Windows profile) who uses the computer. It is good to make your device ID unique so that you know where a transaction comes from. It must be alpha-numeric and be between 1 and 60 characters. 

 

To update your device, open the CivicPlus Pay Tray App. Open the settings, put an ID in the AuthorizeNetPaymentDeviceID field, and then click Save. Try another transaction.

 

I am getting "Please connect the credit card reader to your device's USB port" but my card reader is already plugged in. 

If you see the following error message, "Please connect the credit card reader to your device's USB port", simply unplug and re-plug in the device and try your transaction again. 

 

I am getting “VERSION MISMATCH Installed version of the tray app does not meet the Gateway Configuration requirements”

You will get this error when your gateway configuration lists version 3.X but you are using a tray app version 2.9 or below. All computers that are using the same configuration must all be updated at the same time to use 3.0 or higher. To correct this error, install the latest version of the tray app.

 

When attempting to process EMV transactions I am receiving a “DECLINED” or "TERMINATED" response every time.

This can occur when a firmware update is required for your device. You can view the steps provided by the device manufacturer to update the device by going to the BBPOS website and following the instructions on the video for your operating system.

 

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Troubleshooting Setup Issues

Code 87

If you received an error code 87, you have not configured your Merchant Service Provider correctly. All transactions are processed as eCommerce. Please see Authorize.net’s documentation for more information. 

 

Not Clicking Approved Causing Missing Transactions 

If you do not click approve on this screen, then the information does not come back to CivicPlus Pay. The user will be charged but will not receive a receipt. Be sure to always click 'Ok' once you have the approval. 

 

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