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Transaction Declined Error

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  • Transaction Declined Error

    We have been receiving a high number of complaints about our main checkout page. Donors are getting the following message:

    Transaction Declined
    Unfortunately there has been an error completing the transaction. Please use the back button on your browser and verify your payment details and try again.

    Since some transactions are still going through, I don't know what the cause is. Can you tell me where to look to fix this? Or help us fix it?


  • #2
    Good day!

    I reviewed your account and you have 154 declines since October 2013. Here is a sample of your declines:

    Click image for larger version

Name:	Declines.jpg
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ID:	15512

    as you see all declines are based on legitimate bank responses. If a bank declines a card there is nothing we can do about it. I wish we could.

    I also notice that you have very few (2 or 3) transactions that are blocked due to fraud and they appear to be coming from your organization IP. Are you using the checkout page to process internally? If so that can trigger the fraud block.

    I removed the following IP:

    Please use the virtual terminal for processing payments internally since our fraud system will block your IP for hack attempts. You may also whitelist your own IP if you wish to process cards from within your organization using the checkout page. The Virtual Terminals don't check for fraud and all transactions are whitelisted automatically but if you wish to use the checkout pages then use the whitelist feature.


    Please let us know if we can be of any further assistance.
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    • #3
      There were three attempts internally and I wondered if that was the problem. Thank you for letting us know! I will inform everyone to use the virtual terminal here from now on.