Some users are unable to complete a transaction using our online PAAS form.

[Louise Kelly]

Hello - we are about to launch our annual fund drive and are using the same online payment form we have used for the past two years. Some folks have already successfully made donations using the form, but one person (unfortunately the person in charge of the fund drive) has been unable to use the form to submit a payment. No matter what card he uses or what browser, he gets the following error "Sorry! We were unable to complete your transaction". He has done all his testing while at work - is it possible that his company's firewall is causing some sort of problem? Anyway - I have given you guys 1 week access and our organization ID is 00DE0000000cTUB. Here is the donation form: https://co.clickandpledge.com/sp/d1/default.aspx?wid=57764

Thanks in advance for your help!

[CnP.Support]

Good day!

Do you have the person's first and last initial? If you also know the date & time it will help us find out why.

[Louise Kelly]

Sure it's K (first initial) and D (last initial). Thanks for looking into this.

[CnP.Support]

Good day!

May I have the first name in full and the date it was declined?

[Louise Kelly]

Oh and sorry - date and time- he has been trying to do this over the past 2-3 days. The only other transactions that have taken place during that time were by me (Louise Kelly) and another person involved with the organization - Syd Thayer. The form isn't being actively used right now (but will be next week which is why we need to figure this out). Thanks

[Louise Kelly]

Oh sorry - full first name is Kevin. Date of first decline was 12/17 around 12:15pm. He has been trying over the past two days since then.

[CnP.Support]

Good day!

His persona had been blocked by our fraud system. He has a number of attributes that has resulted in him being blacklisted. He has tried making contributions over the last 2 days using 12 different IP addresses that are blacklisted in a number of places.

I removed his information from our blacklist.

You may want to whitelist his email address. As a reference you may want to see this post: http://help.clickandpledge.com/custo...r%E2%80%99s-ip

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

[Louise Kelly]

Oh thank you!! He really is quite a nice person so thanks for removing him from the blacklist. I will follow the instructions you provided. I truly appreciate your quick reply.

[Louise Kelly]

Hi -so sorry but I have to do some follow up clarification to make sure I understand this issue. So this person, Kevin, whose IP address was originally blocked - the IP address in question is at a very reputable and well-established non-profit in NYC. So does this mean that any of our donors who try to make their donations while at work could have the same problem Kevin had? The instructions you sent re how to white list an IP address were helpful - but I can't proactively identify all of my 1000+ donors who might choose to donate at work and find out what their IP addresses are and white list them. Can you clarify exactly when fraud protection is likely to kick in for donors trying to donate while at work/at the office?

Thanks

Louise

[CnP.Support]

Good day!

That is not how it works. The user was blocked due to a number of reasons that we typically do not post in the forum.

We have removed this person from the blacklist. Others should not be blocked. Please note that the fraud system works based on a large number of parameters and analyzes every donation for fraud. While this feature may be disabled in your setting, we do not recommend it. Nonprofits are always under attack by those committing fraud and checking credit cards - if you disable the fraud you will be responsible for all chargebacks associated with fraud.

Other users should not have an issue unless their persona and behavior is analyzed as fraudulent.

I hope that answers your question.

[Louise Kelly]

Yes thank you - that's all I needed to know.