Credit Card Processing Troubleshooting

It is important for your business to have seamless credit card processing. If processing is ever not so seamless and an error occurs, attempt to take a screenshot, record your steps prior to receiving the error message, and follow the steps provided in this guide to resolve the issue.

Table of Contents

These error messages are caused by the credit card terminal, poor internet connection, or by incorrect processing set up. Get back on track by checking out these specific processing errors and their solutions.

Invalid Auth Amount

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

FIX
Change the amount of the credit card transaction to a positive amount or delete the payment.

Authorizing Takes Longer Than a Few Minutes

CAUSE
Slower than normal internet connection (< 1 Mbps) or trying to authorize a transaction while a card reader is set up in the Card Reader list under Management. No card readers should be set up here just yet.

FIX

  1. Test internet speeds. Visit speedof.me to do so.
  2. Restart router.
  3. Call Internet Service Provider if speeds are slower than 1 Mbps.
  4. If there is a card reader set up in the Card Reader list, remove the card reader from the list, force quit the app, restart and run the transaction again.

Invalid Decrypted Track 1: Missing Start Sentinel

CAUSE
Track 1 of the card reader isn’t reading correctly.

FIX
Wrap an alcohol wipe around a credit card and run it through the reader 20-25 times. This will clean the card reader. If the error message persists, the reader is broken and will need to be replaced.

Card Reader Not Connecting

CAUSE
This can mean that the credit card reader is damaged or worn out. It may take extra swipes before a card will process or it may not read the card at all.

FIX
Attempt to reconnect the card reader, by unplugging it, force quitting, plugging the card reader back in. Relaunch the app and try running the card again. Visit our iDynamo Credit Card Reader Troubleshooting guide for more fixes.

Bridgepay Error Messages

These processing errors are specific to merchants processing through Bridgepay.

Error: Invalid PN Ref #XXX

CAUSE
The PN Ref # is invalid for the transaction number listed.

FIX
DO NOT delete the transaction at any point, rather remove the transaction from the batch.

  1. Tap 'Management'.
  2. Choose 'Credit Card Transactions'.
  3. Select the transaction.
  4. Tap the 'Action' icon and select 'Remove from Batch'.
  5. Contact Ambur Support via support@amburcloud.com to manually capture the transaction and adjust it accordingly in the gateway.

Original Transaction ID Not Found

CAUSE
This error occurs when attempting to settle your credit card batch. The cause is unknown.

FIX
Remove the problematic transaction from the batch. Then, attempt to settle your batch again. Make sure all tips have been adjusted prior to settling. Ambur Support will need to manually capture and adjust the transaction in the gateway. Please send all pertinent transaction information to support@amburcloud.com.

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

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

FIX
Settle the transactions with the next group of active transactions. If the issue persists, manually remove the transactions from the credit card transaction list. If there are more than 50 transactions listed, please contact support@amburcloud.com.

TGate Error: #XXX - Invalid Field Amount

CAUSE
This error occurs when there is a $0.00 or negative dollar amount transaction in the Credit Card Transactions list.

FIX
Reopen any $0.00 or negative amount transaction from the batch and void it. If that does not resolve the issue, visit the Credit Card Transactions list and remove the transaction from the batch. DO NOT delete the transaction at any point.

TGate Error: Decline - Decline

CAUSE
This can be caused by insufficient funds or by having been set up for credit card processing incorrectly.

FIX
Attempt to process with another card. If that does not work, or if you’ve never been able to successfully process cards, reach out to Ambur Support for further assistance.

TGate Error #1: A Server With Specified Hostname Could Not Be Found

CAUSE
This error is caused when the iOS device can not reach the TGate Server.

FIX

  1. Tap 'Settings' on iOS device.
  2. Choose 'WiFi' and tap the name of your WiFi Network.
  3. Change the DNS number to 8.8.8.8.

Invalid Merchant ID, TID, or DID

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

FIX
Contact Ambur Support for assistance.

Invalid Account Status

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

FIX
Contact Ambur Support for account assistance.

Mercury Error Messages

Mercury is a credit card processor with their own gateway and can be reached for specialized support at 866-823-8530.

Mercury Failed to Authenticate

CAUSE
This happens when there is no solid internet connection and is caused by the inability to reach the Mercury gateway.

FIX
Attempt to reconnect to the internet by restarting your router. If the issue persists, contact your Internet Service Provider (ISP).

Authentication Failed

CAUSE
This is caused when credit card transactions fail to authenticate with the Mercury Gateway.

FIX
Make sure your credentials are entered in the correct spot (Mercury vs. TGate), and that they are spelled correctly. Credentials are CaSe SeNsiTive. Contact support@amburcloud.com for further assistance.

Vital Error Message

Decline: Failure HV

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

FIX
Please send an updated VAR sheet to support@amburcloud.com and an advisor will check the credentials.

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.

CAUSE
This situation can be caused by a customer purchasing identically priced items in two separate transactions and paying with the same credit card for each transaction.

FIX
Choose ‘Force‘ if the duplicate transaction is intentional. Select ‘Cancel‘ if the duplicate transaction was an unintentional mistake. If you select ‘Cancel’, the second transaction will be removed from the batch automatically.

Double Charges

Double charges are frustrating for all parties involved. These pointers will help understand the common cause and help you to prevent future double charge scenarios. 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.

CAUSE
This is caused by tapping the red ‘Minus’ sign on the payment line and pressing ‘Delete’, after having already swiped a card.

FIX
Avoid doing this by voiding payments instead of deleting them. Report the double charge to Ambur Support so that it can be taken care of in the gateway.