There are many reasons for declined transactions or failed payments. This article helps you troubleshoot what might be causing issues during payment processing.
Determine the Failure Message
Before you can diagnose the problem you need to know what error or decline code is being generated. This is easy to find.
- Go to Reports > Abandoned Carts. You should see a list of incomplete orders/transactions.
- Use the filters at the top to search for Failed Payments. You should see a list of all incomplete orders with failed payments. Look at "Response Text" column for the most recent incomplete orders. This is where you can see the failed reasons.
- If the error is "Authentication Failed", the fix is easy. Your Payment Gateway Username and Password have changed. Go to Settings & Admin > Payment Gateways and update the username and password for your active Payment Gateway. If the error is different, continue reading this article.
Common Mistakes & Quick Fixes
- Is your Payment Gateway connected correctly to GiveCloud?
Go to Settings & Admin > Payment Gateways and review and test your settings.
- Is someone trying to pay with a type of payment you aren't setup to process?
For example - perhaps someone is trying to use Direct Debit, but you haven't set that up yet.
- Are you aware of the different Security Measures and Account Limitations that have been applied to your Payment Gateway/Processing accounts?
Login to your Payment Gateway or contact your Payment Processor to review what measures may be preventing payments from being processed. Read below as a reference.
Security Measures & Account Limitations
Your Payment Gateway has its own security that may prevent transactions if they appear suspicious. These measures are negotiable and can often be managed directly from your Payment Gateway login. These measures may include:
- Forcing a minimum purchase amount (typically, customers must spend a minimum of $5, but this can be changed)
- Monitoring transactions per IP address (too many orders coming from the same IP)
- Monitoring geography of an IP address (someone trying to place an order with a US billing address from a non-US computer)
- Preventing duplicate transactions within a short time frame (for example: it may be suspicious that a customer processes a $10 transaction, then another $10 transaction 45 seconds later)
- Forcing the address or ZIP listed on the payment to match the address on file with the card issuer.
- Forcing the CVC code on the back of the card to match the actual CVC on file with the card issuer.
Your Payment Processor (that your Payment Gateway communicates with) may have it's own security measures. Most times, these measures are negotiable by contacting your Payment Processor. These measures may include (but not limited to):
- Limiting how much money can be received in a day.
(For example: maximum of $100,000 per day)
- Limiting how many transactions can be performed in a day.
(For example: maximum of 500 payments in a day - including recurring payments)
Card Issuers (MasterCard / Visa / American Express)
Card issuers may also have their own reasons for declining a payment. Most times, it's difficult to say why a card issuer is declining. Often times, it includes:
- The card holder may be over their limit
- The card has expired
Some card issuers (*cough* American Express) require additional certification in order to process more than $1,000,000 in donations over the lifetime of your electronic processing.
The ck payment type and/or currency [USD] is not accepted REFID:xxxxxxxxxxxx
Most often, this is the error your customers/donors see when trying to pay using a payment method that your merchant account does not support. For example, your donor my be trying to pay with a Personal Check (ACH), however, your merchant account may only be configured to accept Visa and MasterCard.
REJECTED CONTACT CUST SERV
SafeSave has aborted the transaction because something appears suspicious with the circumstances of the payment. This is typically due to the iSpy Fraud Protection settings on your SafeSave account. For example, someone may be trying to use a US billing address from a NON-US computer. Please review your iSpy Fraud settings or contact SafeSave payments for help at firstname.lastname@example.org.
This is the error a customer/donor receives when using a credit card that has been reported lost or stolen.
This error typically happens when the SafeSave username or password stored in DS Advanced Settings has changed or is no longer valid. Double check that your SafeSave username and password haven't changed and that they are entered correctly in DS.
Amount exceeds the maximum ticket allowed REFID:xxxxxxxxxxxxxx
SafeSave Payments has a built-in transaction limit to protect the merchant and consumer. The default limit is $10,000. This limit can be raised to any amount at anytime by contacting email@example.com.
Cannot Complete Transaction
This error is typical of an ACH (eCheck) transaction that exceeds your built-in transaction limit. This transaction limit is set by SafeSave. This limit can be raised to any amount at anytime by contacting firstname.lastname@example.org.
Duplicate order REFID: xxxxxxxxxxxxx
SafeSave is preventing the transaction because the amount of the transaction matches the exact amount of a transaction that JUST took place on the exact same card. This is called Duplicate Transaction protection and can be disabled by request by contacting email@example.com.
Contact firstname.lastname@example.org for support.