No error - but not processing payment

[Leslie Cox]

We have a live event, happening a week from Friday. Just today we are having issues with people saying that when they put in their credit card and click to process, it appears to spin but then nothing happens - no error message, but apparently no processing.

People are backing off of buying tickets because of this - I did manage to recreate it in Box Office with a manually entered CC - it turned out the expiration date was not correct because they had just gotten a new card; once I had that I could process. But with no error message, how can anyone know what is wrong?

What can we do?

[CnP.Support]

Good day!

May we have access to your account so we can review your setting & permissions. We tested your merchant account and transactions go through without any issues so if there is a problem it is not with the merchant account.

If we can have access we will clone the event and put it in test mode and test all aspects of it to determine if there is a permission issue.

Let us know when we have access.

[Leslie Cox]

Certainly. I have opened the permissions, and our ID is 00D1a000000YF55 for Salesforce. The problem only seems to occur when there is an error either with the card itself (possibly being declined?) or with the data entry for the card. As I said, when I replicated the problem, it turned out to have been that the donor gave me an expiry that was off by one month.

Cards/registrations with no issues are processing normally - but if there is an issue, no error message comes up to say or to say what needs correcting or what was omitted. Did we forget to turn something on, maybe?

Thanks for the help!!

[CnP.Support]

Good day!

In the Message section you have not defined any messages for the Declined message. As such when a transaction declines no messages are displayed.

Please see:



In the absence of a message we cannot show anything. All this freedom with messages are provided based on customer requests.

Please add a text and let us know if we can be of any further assistance.

[Leslie Cox]

Okay, thanks! We were confused in thinking this was something handled by C&P at the level where the card is approved/declined, and didn't see that we had to put in text or nothing would happen.

Appreciate the help; we'll go fill that in right away. :-)

[CnP.Support]

Good day!

I totally understand- the problem is we have clients that want it all customized and some don't want to have that field mandatory.

In the absence of a text the page will be blank when declined. Perhaps that is the reason you are stating customers have issue when their clients decline.

Let us know if we can be of more help.

[Leslie Cox]

That makes it difficult on your end - and also hard for clueless noobs like us. LOL! Thanks again - you folks in Support are great.

[Leslie Cox]

I had a thought - if you could have someone add a note about folks needing to make a choice on that situation in the instruction videos &/or manual, that would help. Otherwise, like us, folks won't necessarily know that it must be completed. No reponse necessary - just a suggestion.

[CnP.Support]

Good point.

I will ask our manual / training team to do this. Perhaps we can also populate these with default values.