Swiper1 Not Working- Payment Declined Notice

[[email protected]]

We encountered this Swiper1 issue around December 5th. C&P is working in the box office on my computer, so the issue is with Swiper1.

The bluetooth Swiper1 reader is connected to the app, so that is not the issue.

Once we get to the "ok to process" for a transaction, it shows a red pop up notification that says, "Transaction Status Declined. Please enter valid information."

I tried updating the iPad's software to see if that might be the issue, but it didn't fix it.

The iPad is currently at iPadOS 13.3.


Click and Pledge Account #- 50436
Organization Name- New York Insight Meditation Center
Salesforce Org ID- 00D6A000001iJUV

Please help us in troubleshooting this issue.

Thanks,
Vivian Mac
[email protected]

[CnP.Support.AM]

Good day @[email protected]

Strange! We don't see any decline in your account from Swiper1 app on the above-mentioned date and information. May I know what Swiper1 version you are at? We had some similar issues in the previous versions of Swiper1 app in case of network failure or service timeout.

Please update the Swiper1 and let us know if that doesn't resolve the issue.

[[email protected]]

The problem started around 12/5, but the decline that I experienced and shared an image of above is from 12/14.

The Swiper1 app version is 10.002.009 and release date was 11/18/19.

I looked in the Apple Apps and don't see any updates available for the app.

I tried making a transaction via Swiper1 again just now and it still said "Transaction Status: declined please enter valid payment information."

[CnP.Support.AM]

We are investigating the case and would like to know how are you inserting the card while doing the transaction through Swiper1? Are you entering the card manually OR are you using a 3-track CC reader or Bluetooth swipe device?

Also, it would be a great help for us to debug the issue if you please share the report stored in your Swiper1 app.

Login to Swiper1 App in your iPad and click on Menu button >> Report >> select the start date as of 12/01/2019 and End as the current date >> click on "Email Report" and send it to [email protected]

Looking forward to hearing back from you.

[[email protected]]

It was via the blue tooth swipe device.

I just sent the report to the email address as requested.

[CnP.Support.AM]

Good day @[email protected]

We apologize for any inconvenience caused and thank you for sending the report. We have investigated and identified the issue. This has been a challenging issue since it involves a number of applications. We have identified the issue in the C&P Event Management application and we are going to release the patch. Before it is available to the public we would like to upgrade the C&P Events app in your instance so that you can start testing it and if everything works well we will release it to the public.

We need your permission to proceed with the upgrade of the C&P Events patch release into your instance.

Looking forward to hearing back from you.

[[email protected]]

If I provide permission, would that affect people's ability to pay via the C&P when you test the new patch? We accept online registrations through C&P on our website on an ongoing basis and cannot have it not working at this time.

[CnP.Support]

Good day [email protected]

The patch is for event management & has nothing to do with the core platform and your donation.

The issue is the web services that Swiper1 posts to .. that needs to change in the event. It will have no effect on the core processing.

[[email protected]]

Not sure if I follow.. we do use C&P Event Management for registrations. We also use the C&P form for donations which is a separate thing. If people can still register online as usual and if I can still use C&P Event Management to register people from my end via Office Box, then it is fine to go ahead. If not, I would rather wait.

[CnP.Support]

[email protected]

The event management will continue to work. This is a patch that will resolve the issue you are having.

It will not interfere with the event and what you are doing and simply enable Swiper1 to work .. resolving the bug.

We will update you early tomorrow morning to ensure it is not interfering with your work.

[[email protected]]

Sounds good, keep me update tomorrow morning.

[CnP.Support.AM]

Good day @[email protected]

We have upgraded your instance with the patch.

Please login to Connect and Establish the connection using the SF Admin user by clicking on the VERIFY button:

[[email protected]]

Done, let me know how it goes.

[[email protected]]

I noticed that there are some things that went through C&P and didn't get posted to Salesforce. For example, I just donated $1 under Vivian Mac on the donation page but it doesn't show up in Salesforce.

I think there was something you did that caused it to stop the connection between C&P and Salesforce.

[[email protected]]

I called C&P support and they were able to help me connect SF and C&P and post the missing transactions to Salesforce.