Credit Card Processing Troubleshooting

It is important for your business to have seamless credit card processing. If you run into a problem while charging credit cards, follow the steps provided in this guide to resolve your issue.

Table of Contents

The errors below are linked to problems with your credit card reader, internet connection, or incorrect setup. Get back on track by following the steps to resolve your issue.

Invalid Auth Amount

This error occurs when trying to authorize an amount of $0.00.

  1. Change the transaction to an amount greater than $0.00.

Authorization takes longer than a few moments.

A slower than normal internet connection (< 1 Mbps) or having card readers listed on the 'Card Reader' screen can cause this issue.

  1. Visit www.speedof.me and test your internet speed.
  2. If your upload speed is above 1 Mbps, try running the transaction again.
  3. If your upload speed is below 1 Mbps, follow the additional steps below.
    • Unplug your router from power and wait about 10 seconds.
    • Plug the router back into power and wait about 1 minute.
    • Check your iOS device’s Wi-Fi settings to make sure it reconnected to the right network.
    • Run the transaction again.
  4. If the problem persists, check the 'Card Readers' screen.
    • Tap ‘Management’ and select ‘Card Readers’.
    • Swipe left and tap ‘Delete’ on any card readers listed here.
    • Force quit the Ambur app.
    • Reopen Ambur and try the transaction again.

Invalid Decrypted Track 1: Missing Start Sentinel

This error appears if a credit card cannot be read by the reader due to an issue with the card or the reader.

  1. Be sure the credit card's magnetic strip is clean.
  2. Check that the iDynamo is free of debris and dust.
  3. Wrap an alcohol wipe around a credit card and slide it through the reader several times to clean the swipe track.

Nothing happens when I swipe a card.

If nothing happens when you swipe a credit card, there could be an issue with the card reader or its connection to the Ambur app.

  1. Verify the iDynamo was purchased directly from us to make sure it’s encrypted to work with the Ambur app.
  2. Unplug the iDynamo from the iOS device and plug it back in.
  3. Tap the globe icon and select 'System Status'.
    Click to Enlarge
  4. Check 'MagTek status' to make sure Ambur detects the iDynamo.
    Click to Enlarge

If the MagTek status is ‘disconnected’, complete the additional steps below:

  1. Unplug the iDynamo from the iOS device and turn off the device.
  2. Turn the iOS device back on and plug in the iDynamo.

If the MagTek status is ‘connected’, complete the additional step below:

  1. Follow these steps above to troubleshoot the reader itself.

Bridgepay Error Messages

These processing errors are specific to merchants processing through BridgePay.

Error: Invalid PN Ref #XXX

This error occurs when there is a problem with the reference number assigned to a transaction. DO NOT delete the transaction, instead follow these steps to remove it from the batch.

  1. Tap 'Management' and select 'Credit Card Transactions'.
  2. Select the transaction.
  3. Tap the action button and select 'Remove from Batch'.
  4. Contact Ambur Support to manually capture the transaction in the gateway.

Original Transaction ID Not Found

This error occurs when attempting to settle your credit card batch.

  1. Follow these steps above to remove the problematic transaction from your batch.
  2. Try to settle your batch again.
  3. Contact Ambur Support to manually capture the transaction in the gateway.

Transaction Type Not Allowed. Can Only Force Capture Unsettled Authorization Transactions.

When attempting to settle your batch, this error can occur due to the Credit Card Transactions list not clearing after a previously settled batch. This leads to there being no unsettled transactions.

  1. Settle the batch after the next group of active transactions.
  2. If the issue persists, remove settled transactions from the batch and try to settle the batch again.

Invalid Field Amount

This error occurs when there is a $0.00 or negative dollar amount transaction in the Credit Card Transactions list when you attempt to settle a batch.

  1. Remove from the batch any $0.00 or negative dollar amount transactions.
  2. Try to settle the batch again.

Decline - DECLINED

This error usually occurs when the attempted charge is refused by the customer’s bank.

  1. Tap 'OK' to dismiss the error and try charging the card again.
  2. If declined again, have the customer contact their bank or finish the sale to a different tender.

A Server With Specified Hostname Could Not Be Found

This error is caused when the iOS device can not reach the gateway server.

  1. Open the 'Settings' app on your iOS device.
  2. Tap 'Wi-Fi'.
  3. Tap the blue 'i' next to your Wi-Fi network.
  4. Change the DNS number to 8.8.8.8.

Invalid Merchant ID, TID, or DID

This issue is caused by an invalid Merchant Identification (MID), Terminal Identification (TID), or Datawire Identification (DID).

  1. Contact Ambur Support for assistance.

Invalid Account Status

This error occurs when authorizing a payment and is caused by an invalid BridgePay account.

  1. Contact Ambur Support for assistance.

Mercury Error Messages

Mercury is a credit card processor with their own specialized gateway and can be reached for support at 800-846-4472.

Mercury Failed to Authenticate

A slower than normal internet connection (< 1 Mbps) can interfere with how Ambur communicates with Mercury and cause this error.

  1. Visit www.speedof.me and test your internet speed.
  2. If your upload speed is above 1 Mbps, try running the transaction again.
  3. If your upload speed is below 1 Mbps, follow the additional steps below.
    • Unplug your router from power and wait about 10 seconds.
    • Plug the router back into power and wait about 1 minute.
    • Check your iOS device’s Wi-Fi settings to make sure it reconnected to the right network.
    • Run the transaction again.

Authentication Failed

This normally happens when your credit card processing credentials are entered incorrectly in Ambur.

  1. Tap 'Management' and select 'Settings'.
  2. Tap the action button and select 'Processing Accounts'.
  3. Select 'Mercury'.
  4. Re-enter your processing credentials and tap 'OK'.

Decline: Failure HV

This error is caused by incorrect credit card processing set up or by a merchant account being shut down.

  1. Contact Ambur Support for assistance.

Duplicate Transactions

When two identical transactions are processed within 24 hours of each other on the same credit card, Ambur will notify you with a pop-up message, asking how you’d like to proceed.

  1. If the duplicate transaction is intentional, tap 'Force'.
  2. If the duplicate transaction is a mistake, tap 'Cancel'.

Double Charges

Double charges are frustrating for all parties involved and can occur for a variety of reasons. A double charge can be characterized by two charges showing up on the batch report, but only one charge showing up on the Payments to CSV report.

  1. Report any double-charges to Ambur Support so they can be refunded.