Declined payments not showing on Consolodated transaction report

[Roy]

We are a new C&P site with about 60 payments so far. However, we have two users yesterday and today who have had their cards declined -- both when they tried, and when our Help desk tried for them -- with a 5100 code -- "General Decline". When run a Consolidated report specifying Declined transactions, the report shows 2 from last week, but not the 2 new ones from yesterday and today. Ultimately, we need to find out what the problem is (the cards work in other venues), but I don't understand why these do not show on the Consolidated report.

[CnP.Support]

Good day!

Please provide the first name and last name initial (DO NOT INCLUDE FULL LAST NAME) and the date the transaction took place.

Error code 5100 is the general decline from the bank. We will research this and get back to you.

[Roy]

Stephen G 1/9/2014 2:58 PM
Charles B 1/9/2014 9:02 AM

[CnP.Support]

Good day Roy,

I see the problem. All transactions are blocked due to fraud. A large number of IP's are blocked in our system due to repeated attempts. A large number of parameters are blocked since the entire persona is blocked once fraudulent activities are detected.

All blocked information has been removed and your account has been cleared. The users that were blocked may now process transactions.

Please make sure that you do not test your forms in Production mode. If you wish to test a form change the Mode to Test or with a checkout page disable the Fraud feature. If you are always going to test with a defined static IP you may add that IP to the Fraud whitelist (Account Info > 3rd Party > Fraud Services) section. During the TEST phase you may want to also disable FRAUD to make sure your information is not being blocked.

Please let us know if you need any additional information.

[Roy]

It looks like we have another blocked user situation today: Rebecca ***** , email = r******@yahoo

Can we get Rebecca cleared for payment?

[CnP.Support]

Good day!

We removed her listing as she was blacklisted.

Please make sure not to include your patron's information on a public forum. I removed her full name and email from your post.

To request removal simply let us know the date the attempt was made as well as the first name and last initial and we will be able to locate it.

Please let us know if we can be of any further assistance.

[Roy]

Thank you for clearing the blacklist for Rebecca S. However, she still gets a 5100 (general decline) error on her card. Last attempt was 3/5. Can you tell what the problem is? I don't know what to tell her.

[CnP.Support]

Good day Roy,

She sure has a lot of IP's that she uses. The following IP's were cleared:

72.209.218.38
107.202.153.217
74.84.227.155
107.202.153.217
162.210.196.174

this is in the span of 2 days.

We also cleared a number of other parameters associated with her information so she should be fine now. I wonder how can she be processing across so many IP's in such a short time.