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  • Swiper Error



    We have several of our users reporting that they are getting an error saying "Card reader data is not valid please swipe again" when they enter donations in the virtual terminal. The users do not have any kind of card swiper but still receive this notification multiple times as they try to enter a donation. Would you happen to know why/how we can fix it?

    Screenshot:
    Click image for larger version

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    Thank you for your help!
    Attached Files

  • #2
    Good day @cnpuser

    It seems to community URL. May we have permission to do test transaction so that we can see whats going on? Also, please grant us access to your instance and share the URL of the page.

    Looking forward to hearing back from you.
    Regards,
    Click & Pledge Support Department

    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

    Join us @ the educational webinars: https://clickandpledge.com/webinars/
    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

    Comment


    • #3
      Hello,

      I have granted access & our org id is: 00D36000000Il4u. Feel free to do a test transaction!

      Thank you!

      Comment


      • #4
        Good day @cnpuser

        We reviewed and processed TWO test transactions but unable to replicate the issue. Order numbers: 35412-1802140127058681111 - 35412-180214012447611

        Would you please test it and let us know the exact steps/scenario to how to replicate it?
        Regards,
        Click & Pledge Support Department

        On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

        Join us @ the educational webinars: https://clickandpledge.com/webinars/
        Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
        Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

        Comment


        • #5
          We do not seem to have an issue with the transactions going through, but our users are forced to click through that error message several times throughout the process before submitting it. The issue seems to appear to only particular users when they go through our custom portal to get to the virtual terminal page.

          Thank you.

          Comment


          • #6
            Good day @cnpuser

            Would you please share the user name and the exact steps they have taken to access the Virtual Terminal?

            Looking forward to hearing back from you.
            Regards,
            Click & Pledge Support Department

            On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

            Join us @ the educational webinars: https://clickandpledge.com/webinars/
            Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
            Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

            Comment


            • #7
              An example of a user having issue is Paul Ratliff when they log-in to our portal. You will have to login through their contact which belongs to the BASIS Schools HOPS account (Manage User -> Log in to community as user). From there go to Donation Management -> Process donation and the error should appear.

              Thank you again!

              Comment


              • #8
                Good day @cnpuser

                We don't have access to your instance. Please extend the access so that we can review it.
                Regards,
                Click & Pledge Support Department

                On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                Join us @ the educational webinars: https://clickandpledge.com/webinars/
                Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                Comment


                • #9
                  Also, we noticed that you are a version behind. If you allow us we will upgrade your instance with latest versions.

                  Release notes: http://cnp.mn/Salesforce-Latest-Releases
                  Regards,
                  Click & Pledge Support Department

                  On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                  Join us @ the educational webinars: https://clickandpledge.com/webinars/
                  Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                  Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                  Comment


                  • #10
                    Hello,

                    Login access has been granted. If possible please hold off on applying those updates unless there was a possible fix to the issue we are having.

                    Thank you!

                    Comment


                    • #11
                      Good day @cnpuser

                      We tried to login with the contact you are referring to but we unable to login.

                      Please check and let us know about login access for that user.
                      Regards,
                      Click & Pledge Support Department

                      On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                      Join us @ the educational webinars: https://clickandpledge.com/webinars/
                      Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                      Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                      Comment


                      • #12
                        Hello, You need to login to them through their contact (0033600000wrN7o) by the method pictured below:
                        Click image for larger version

Name:	sf-portal-login.png
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                        Comment


                        • #13
                          Good day @cnpuser

                          We have tested by processing TWO transactions with that contact by following your mentioned steps, one with Custom Payment type and other with CC and found NO issues as you are referring to. We see NO such alert while processing the transaction. Order numbers: 35412-180301014836021 and 35412-1803010150459151111

                          Please check and let us know if we can be of any further assistance.
                          Regards,
                          Click & Pledge Support Department

                          On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                          Join us @ the educational webinars: https://clickandpledge.com/webinars/
                          Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                          Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                          Comment


                          • #14
                            Hello,

                            Thank you for testing out the portal on your end. Since you cannot recreate the issue, could this possibly be caused by something plugged into our user's computers which is triggering the error?

                            Thank you!

                            Comment


                            • #15
                              Good day @cnpuser

                              It is hard to guess but if you let us know the OS, Browser and their versions with plugins they have installed we may test it with that scenario and try to replicate the issue.
                              Regards,
                              Click & Pledge Support Department

                              On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                              Join us @ the educational webinars: https://clickandpledge.com/webinars/
                              Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                              Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                              Comment

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