Customer payments blocked

[Roy]

Customer getting 5001 error trying to make payments from NAIS Family Portal: Karen on May 5.

[CnP.Support]

Good day!

Error code 5001 means the card has declined. May I have the link to the payment form.

Please be more descriptive when you submit a post. It will save going back and forth. We need to know the link to the form so we can review.

[Roy]

Reply to 6797

Good day!

Error code 5001 means the card has declined. May I have the link to the payment form.

Please be more descriptive when you submit a post. It will save going back and forth. We need to know the link to the form so we can review.

Here is the URL: https://sssbynais--c.na14.content.fo...0Pd000000ArPzq

[CnP.Support]

Roy,

Sorry but I can't get to that form. It requires me to login to Salesforce.

Is this form a public form that the donor is donating to?

[Roy]

6797 blocked payment, continued

Here is the URL: https://sssbynais--c.na14.content.fo...0Pd000000ArPzq

We have done this twice before, where the user has been put on a Fraud list and someone at C&P has been able to reset them. In neither case did anyone need to look at our form.
This person gets the 5001 for BOTH credit card and ACH payment attempts. The problem really seems to be with some setting for this customer.
The previous tickets were of 3/4/14 and 1/10/14.
A partial email for Karen is k********@gmail.com

[CnP.Support]

Hi Roy,

When you post to the forum please make sure to tell us what the problem is in details. We don't research each post against all previous posts and simply answer questions as they are posted.

The reason I asked where you are seeing this is because our forms will show a decline and NOT 5001 error code. The error code 5001 simply means Decline.

Given the information you provided I see that your IP address has been blocked. IP: 74.84.227.155 & 64.135.90.62

I removed your IP from the blacklist and the system should work fine.

In reviewing your transaction pattern it appears that you are using a web form for doing transactions on behalf of your clients. This results in repetitive posts from the same form with different credit cards. Once blocked every donor will be blocked and all your IP and network signature will be blocked. Please do NOT use the forms for processing on behalf of your clients. The Virtual Terminal is designed for this purpose.

If you wish to see a demo or discuss this further please join us at the office hours and we can gladly review your form and discuss this.

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

[Roy]

C&P Support:
The customer is reporting that she still cannot make a payment. The last known attempt was May 9. A partial email for Karen is k********@gmail.com
Our help desk has been instructed to not attempt to make payments on behalf of customers, per your instructions.
At this point, I don't know what else to do. The customer is furious, and insists she uses the card successfully for everything except this.
What more information can I provide? There is no transaction, so we have nothing in our system.
Roy

[CnP.Support]

Good day Roy,

We researched account #: 26809

The last attempt by Karen Ted*** was on May 5, 2014 at 8 p.m. for $41 - the transaction was blocked but we had removed her information and IP from the blacklist and all is open for her. We do not see any attempts on May 9, 2014.

Have you tried processing her card using the Virtual Terminal?

You state that her attempt was on May 9 but our search for first name Karen shows no attempts past May 5.

Do you have any additional information that may help?

[Roy]

Good morning. I have 2 cases today.
1 of 2: First name: Jiyoung
Attempted payment date: 6/4
Partial email: jiy******@comcast.net
Error code 5001

2 of 2: Alicia
6/4
ali*******@gmail.com
Error code 5001

We may have multiple IP addresses for these. Please let me know if that is the case.