Frequently Asked Questions
Is CivicPlus Pay using any of the APIs Authorize.net has announced end-of-life for or that have depreciated?
No, CivicPlus Pay uses Authorize.net API, Accept Hosted, and Accept Customer. As of July 31, 2020, CivicPlus Pay also uses the In-Person Software Development Kit (SDK) for EMV (chip card) transactions.
Can I use any of the EMV/chip-card readers listed on Authorize.net to take credit cards in person?
As of July 31, 2020, you can use Authorize.net with CivicPlus Pay to take card-present transactions. We have tested our integration with the BBPOS Chipper. The Tech ID Augusta will not work. See our Getting Started article and Hardware Overview article for more information.
Please note that Authorize.net does not support all processors with in-person (card-present) transactions. See their FAQ for more information.
Which processors does Authorize.net support with EMV?
Although CivicPlus Pay has integrated with Authorize.net's EMV offering, it does not automatically mean that you will be able to leverage it. Authorize.net has limited processor support. Please see their FAQ for the latest information.
Where can I control the settings for the payment form?
These settings can be found in Authorize.net’s settings under Settings > Transaction Form Settings > Payment Form > Form Fields. These settings control which fields are required by the API but do not control appearance.
Why do my personal fields not pre-fill when I try to add a new credit card?
There is a limitation in Authorize.net's API that does not allow us to pass in personal information to pre-fill the form when adding a card outside of a transaction.
Why do I receive a message that says "You cannot add more than 10 payment profiles"?
Authorize.net only allows 10 payment methods to be saved under one customer. You can confirm this by looking up the customer in Authorize.net's Customer Information Manager
Is it possible to over-refund a transaction?
No, Authorize.net does not allow a refund greater than the amount of the original transaction. Over-refunding will give you an error that states, "5001: The sum of credits against the referenced transaction would exceed original debit amount."
How can I hand-key or type in a credit card number?
The BBPOS Chipper does not have a PIN pad and cannot be used to hand-key a credit card number. However, you can be set up in CivicPlus Pay (and CivicRec) to use eCommerce for hand-keying (typing). The configuration is entirely dependent on how you have your accounts configured. Authorize.net may set up your merchant identification number (MID) for both eCommerce and Mail Order Telephone Order (MOTO) or they may also set you up with a blended account. Please let us know what type of account you have so that we can set your system settings appropriately.
How far back can I refund a transaction?
How far back you can refund a transaction is not controlled by CivicPlus. For the latest information, please direct your question to Authorize.net. As of October 1, 2020, transactions could be refunded going back 120 days.
When processing payments with a card reader the Tray App gives a “TERMINATED” error. How do I resolve this?
The error that says "Response received: TERMINATED Transaction Terminated. Please try again" is often caused due to the firmware of the device needing to be updated, please refer to the Authorize.net EMV Firmware Updates article on the best method to update this firmware for the device.
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