Error code 5001 using Virtual Terminal

[mjokiman]

Hi,

We attempted to process a recurring transaction for this donor https://na35.salesforce.com/0034100000phIM6 using the Virtual Terminal. We attempted 3 times, and each time it's showing decline with error code 5001. The donor already contacted her credit card company and on their end everything looks fine, in fact, they do not show that there were 3 declined attempts on her credit card. So looks like as if we have never attempted the transaction where in fact we did.

Please let us know what to do because the donor wants to use her card to give the recurring donation.

Thanks,
Monica

[CnP.Support.AM]

Good day @mjokiman

Error code 5001 means general decline by the bank. The error codes are all in the API manual - see: http://manual.clickandpledge.com/Response.html

A 5001 means the issuing bank has declined the card. If you please share the order number we will review it.

However, please verify the card details with the donor and try to process it.

[mjokiman]

Hi as I mentioned before, the donor already contacted her credit card company and on their end everything looks fine, in fact, they do not show that there were 3 declined attempts on her credit card. So looks like as if we have never attempted the transaction where in fact we did.

we already tried processing and verifying the information with the donor 3 times.

there is no order number because in npsp or connect it doesn't show any records of the attempted transaction.

[CnP.Support.AM]

Good day @mjokiman

Would you please share the date of the transaction you attempt to process as well as the amount?

Looking forward to hearing back from you.

[mjokiman]

Yesterday $50

[CnP.Support.AM]

Good day @mjokiman

We didn't find any trace of your attempts in our system. However, in order to investigate further, we need more information. Please try to process a transaction again in SF VT and share the screenshot of the error you see on screen. Please post the image as JPG as this forum doesn't support PNG.

Looking forward to hearing back from you.