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Declined Credit card Invalid field format

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  • Declined Credit card Invalid field format

    Hi, several of our donors reached out to us because they're trying to make an online donation but it didn't go through. On our end, we see that the error says Invalid field format. What does this mean? Here are a few examples of transactions with that error message:

    36448-1909091643367756997
    36448-1910011756192135145
    36448-1910051929344296070

  • #2
    Good day @mjokiman

    Based on our analysis above transactions have been declined due to invalid CVV. We noticed that they have entered 4 digits CVV instead of 3. The above transaction has been processed from the VISA card and the VISA cards don't allow 4 digits CVV. For example, the transaction from Lupe Alvarado has attempted two times one with 4 digits CVV order number: 36448-1910011756192135145 and the second one with 3 digits CVV order number: 36448-1910011817251245145 which is approved.

    However, since it is a FaaS form you may restrict the CVV field to 3 digits in case of all cards except American Express since Amex card is the only card that has 4 digits CVV.
    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/
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    • #3
      Thank you for this information. Is there a way for us to look this information ourselves so when the card holder calls to inquire why their credit card didn't go through, we're able to provide them with an explanation as to why there's an error?

      Thanks

      Comment


      • #4
        Usually, the decline reason will show in the transaction details page in Connect as well as in Salesforce which is sent by the BANK and NOT from C&P. Based on our customer experience and analysis, we found that it has been declined due to invalid CVV.
        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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