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HELP! The new platform is declining my donors credit cards

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  • CnP.Support
    replied
    Good day!

    I have requested the platform team to completely whitelist your account. No transactions are now being monitored by fraud and the 3rd party monitors.

    Please be careful as this is a serious action on our part.

    If you decide to reverse this change please let us know. The liability of all transactions are on your organizations as of this moment.

    Please let us know if we can be of more assistance.

    Leave a comment:


  • CnP.Support
    replied
    Good day EPIKproject

    This is not an issue that may be resolved by talking on the phone. If you discuss this with our support they will revert you here since we have to make sure the blocks are not fraud.

    Please be aware that a lot of organizations are currently under attack. We are extremely worried that if we totally remove all barriers to your account and you get hit you will have no protection. Each fraud will cost $35 in dispute fee if we whitelist you. Also Transfirst will place your account in pending status until their fraud team investigates the issues. To give you an example a nonprofit was hit with 40K hits last night for credit card validation. Another organization last week was hit while they had themselves totally whitelisted and are facing a $4000 chargeback fee. This is not our policy and we do all we can to protect you. Nonprofits are victims of fraudsters who authorize cards and then sell them in the black market.

    You have had 2 blocks since 10th and both have come with proxy scores of 5. A score of 3 is high risk. The IP address shows more than 100K fraud attempts in the banking network.

    If you wish to be completely removed and we simply ignore any attempts on your account please send an email detailing this post and request complete removal of fraud settings from your account. We will completely whitelist you and apologize in advance for any fees that your organization may incur if attacked. We do not take this lightly.

    Leave a comment:


  • EPIKproject
    replied
    It appears that donations came in fine while the account was being monitored, but again we're having fraud issues. It looks as though donors try once and get denied for "fraud" then try a few more times and give up. Could someone please call me so we can get this resolved. What is the best way to provide my number that's not public? Thank you.

    Leave a comment:


  • EPIKproject
    replied
    Thank you! I appreciate that support.

    Leave a comment:


  • CnP.Support
    replied
    Good day EPIKproject

    The last block you had was due to the IP having already been in the blacklist. It has been removed.

    I have set your account not to be looking at blocked table so all transactions will come through. We are keeping an eye on your account.

    The instructions I had sent you was for the legacy forms. I totally missed the fact that you are using Connect forms. Changes in the fraud setting in Connect is in the Settings > Fraud settings section. I suggest you do not make any changes at this time as we have manually updated your account.

    We are watching your account and will review all activities, in case something passes that should not.

    Leave a comment:


  • EPIKproject
    replied
    It appears that the fraud protection is still turned on in the connect platform even though I disabled it in the location you pointed me to earlier.

    Leave a comment:


  • EPIKproject
    replied
    Some are coming through but the latest fraud attempt was 10/7/2016 4:44:28 PM $100

    Leave a comment:


  • EPIKproject
    replied
    https://connect.clickandpledge.com/O...kWalkathon2016

    Leave a comment:


  • CnP.Support
    replied
    Good day EPIKproject

    We will resolve this but I need to find out a bit more from you. Where is the link to this page. I need to know what form you are using.

    Leave a comment:


  • EPIKproject
    replied
    I'm not sure what to do. I disabled the fraud and I just started getting fraud denials again. My event is tomorrow morning! Donations are coming in now!!!

    Leave a comment:


  • devan@wcvoters.org
    replied
    Originally posted by CnP.Support View Post
    Good day [email protected]

    You may obtain the IP address from the transaction. If you login to Connect for the transaction you will be able to see detailed information about the transaction.

    If you also let me know the first name and amount I will be able to determine the reason for block.
    Yes, here are the records:
    Brady $750
    Rachel $75
    Amy $75

    Can you please provide some more specific instructions on where to locate the IP address? I'm not seeing any when I view a transaction in Connect.

    Thank you

    Leave a comment:


  • EPIKproject
    replied
    Ok I checked and there is nothing fraudulent going on. I disabled the fraud. Once the IP's were white listed from yesterday can you please provide the details of what triggered it today?

    Leave a comment:


  • CnP.Support
    replied
    Good day [email protected]

    You may obtain the IP address from the transaction. If you login to Connect for the transaction you will be able to see detailed information about the transaction.

    If you also let me know the first name and amount I will be able to determine the reason for block.

    Leave a comment:


  • CnP.Support
    replied
    Good day EPIKproject

    Please go to the Connect platform and review the transactions. Each one that has been blocked will show the status as blocked.

    You may easily check all these and the history in Connect.

    Leave a comment:


  • CnP.Support
    replied
    Good day EPIKproject

    Our forum is the best place for you to receive support for this case. I have explained this before and stated that you may want to whitelist your account in the original post.

    Please see this other pattern:

    Email: griz*******@gmail.com
    IP's used:
    • 64.145.88.xxx
    • 23.79.240.1xx
    • 23.79.240.2xx
    3 separate IP's are used with 20 seconds difference between each transaction.

    Some of these patterns are following fraud pattern. We are reviewing each blocked transaction and confirming the reason for block.

    All your account has been cleared and nobody is in the blacklist at this time.

    Leave a comment:

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