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Credit Cards Being Declined

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  • Credit Cards Being Declined


    We have a several live registrations for events going at the moment in Click&Pledge Events. Today, I've received several calls from people who's cards have been declined. Their cards are working everywhere else, but not on our site. I tried to run the card manually, and that will not work either. Here is the error message in the registration section for each attempt:

    Xml Error
    '<' is an unexpected token. The expected token is ';'. Line 2, position 981.

    What should I do at this point? Folks are getting frustrated. I did do the upgrade to our Salesforce Click&Pledge software last week. Could that have something to do with it? Did I forget a step? Please let me know what can be done. I need to get the registration back up as soon as possible. Thanks!


  • #2
    Good Day!

    Would you please grant us login access to your salesforce account by following the steps listed in the following KB article:

    We need to login and review what is going on. Please post back your Organization ID and Event Name.

    Looking forward to hearing back from you.

    Support Team.
    Support Team | Click & Pledge

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    • #3
      Thanks so much for getting back to me! I have granted access. Our Salesforce Org Id is: 00Do0000000bGzv

      There are two events that have declined cards. 'MLK2015 Health and Wellness' declined several different cards and is not working now. 'BCAF Registration 111914' declined cards in Safari but worked in Chrome. Please check them and a third one called 'MLK2015 Breakfast - 11/24.'

      Also, please make sure that I did the recent upgrade correctly. Perhaps I missed a step?

      Thanks so much!



      • #4
        Good day!

        Your coupon codes have "&" sign in it and that is causing the problem.

        There is a validation rule that blocks such symbols in fields that don't support it but it seems like you have cloned this from an earlier version that did not have this validation.

        We did not want to remove the & sign from your coupon code since we don't know your internal system but please remove it as it is the cause of the problem.

        Let us know if we can be of any further assistance.
        Click & Pledge Support Department

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