Converge Ecommerce Troubleshooting Guide

Troubleshooting Guide

When I try to run a refund or void, I get a message that states the following “This terminal or user ID is not permitted to process this transaction type.”

The registered API user that you are using does not have the correct permissions. Calling Elavon support will help resolve the issue or you can do it yourself if you have admin rights to Converge.

Instructions

1. Go to Employees and click on the API user
2. Select User Rights
   
3. Click on Batch
   
4. Check the following roles:
   
   
   • Void Delete
   • Settle Transactions
   • Edit Transactions
   • View Settled History

When a user is trying to checkout, they are getting messages such as “The field Address1 (ssl_avs_address) required but not supplied in the authorization request.”

Your user is more than likely trying to use a payment method-on-file and you are requiring the fields in your Converge settings. As of the release on October 22, 2021, Pay should now be passing in address fields if they are available. In order to remedy this error, you will either need to not require the fields in Converge or you will need to add the address in the customer’s Recreation Management (CivicRec) profile.