Assistance Needed- Custom Donation Page declining credit cards that are good

[Katie]

She is unable to process Credit Card payments on her custom donation page: https://foodlifeline.org/boeing-food-essentials-drive Had 2 declined transactions with 2 different cards. Only donations attempted on this page since it was set up last week.
Card #1 – Decline Reason: “CVV2 Failure” on a Card she says is not accurate, that the CVV2 is valid and entered correctly.
Card#2 – Decline Reason: “Invalid Expiration Date”. She says Expiration Date is valid and also was entered correctly.
Per Katie, Donation Page had 2 successful test transactions when it was set up last week.
Organization does have another custom donation page: https://foodlifeline.org/donation
This page is processing payments without issue.

[CnP.Support]

Hi Katie,

We did a $1 transaction and it worked without any issues. Please see order # 1602240841042844096 - the transaction was done on: https://foodlifeline.org/boeing-food-essentials-drive

We reviewed the transactions & all have invalid card numbers. One thing that we noticed is the CVV has no validation rule and the length is set to 6 characters. The most CVV length is 4 by AmEx and the rest are 3 digits. So I suggest that make the max. length as 4 characters.

We also did a test by moving the form on our own servers and testing with 4111 card number without any issues.

Have you tested the form yourself?

[Katie]

Thank you for your reply. Yesterday I tested it four times with two different and good credit cards. The cards were declined for these reasons: Card #1 – Decline Reason: “CVV2 Failure” / Card#2 – Decline Reason: “Invalid Expiration Date”. I was able to charge them at our home donation page, which is also a Click&Pledge page, so the decline reason was not accurate. That is when I reached out to support to help with the issue.

After reading your response I went and tested the page again (for the 5th time) and the donation went through.

Can you please elaborate why I was getting invalid decline reasons yesterday and it works today?

[CnP.Support]

Katie,

The errors are not being generated by us. The bank returns that error, e.g. invalid CVV

We have no control over the response.

The form is OK - at least we do not see any obvious violations of common sense & syntax. We have copied the code on our servers & have tested it with different data and it works.

I am curious as to what your bank may say. Is it possible to ask your bank why they declined your card? their answer could shed some light into this.

[CnP.Support]

Good day!

One of our test engineers has spent time with the form and we see something that does not make sense. We have downloaded a report of your declines as related to the form in question.

We see:



The expiration date in the card is shown as: Year = 2015 and Month=8

When reviewing the form we see:




and we do not see year 2015.

Has this form been changed? There is a mystery here and we cannot determine why the year is being posted as August 2015 when the year 2015 is not in your form.

Please let us know if the form has changed since the transaction date of Feb. 23, 2016.