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
- System & Hardware Related Error Messages
- Invalid Auth Amount
- Authorizing Takes Longer Than a Few Minutes
- Invalid Decrypted Track 1: Missing Start Sentinel
- Card Reader Not Connecting
- Bridgepay Error Messages
- Error: Invalid PN Ref #XXX
- Original Transaction ID Not Found
- Transaction Type Not Allowed. Can Only Force Capture Unsettled Authorization Transactions.
- TGate Error: #XXX - Invalid Field Amount
- TGate Error: Decline - Decline
- TGate Error #1: A Server With Specified Hostname Could Not Be Found
- Invalid Merchant ID, TID, or DID
- Invalid Account Status
- Mercury Error Messages
- Mercury Failed to Authenticate
- Authentication Failed
- Vital Error Message
- Decline: Failure HV
- Duplicate Transactions
- Double Charges
System & Hardware Related Error Messages
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
This error occurs when trying to authorize an amount of $0.00.
Change the amount of the credit card transaction to a positive amount or delete the payment.
Authorizing Takes Longer Than a Few Minutes
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.
- Test internet speeds. Visit speedof.me to do so.
- Restart router.
- Call Internet Service Provider if speeds are slower than 1 Mbps.
- 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
Track 1 of the card reader isn’t reading correctly.
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
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.
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
The PN Ref # is invalid for the transaction number listed.
DO NOT delete the transaction at any point, rather remove the transaction from the batch.
- Tap 'Management'.
- Choose 'Credit Card Transactions'.
- Select the transaction.
- Tap the 'Action' icon and select 'Remove from Batch'.
- Contact Ambur Support via firstname.lastname@example.org to manually capture the transaction and adjust it accordingly in the gateway.
Original Transaction ID Not Found
This error occurs when attempting to settle your credit card batch. The cause is unknown.
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 email@example.com.
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 out after a batch. This can lead to there being no unsettled transactions.
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 firstname.lastname@example.org.
TGate Error: #XXX - Invalid Field Amount
This error occurs when there is a $0.00 or negative dollar amount transaction in the Credit Card Transactions list.
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
This can be caused by insufficient funds or by having been set up for credit card processing incorrectly.
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
This error is caused when the iOS device can not reach the TGate Server.
- Tap 'Settings' on iOS device.
- Choose 'WiFi' and tap the name of your WiFi Network.
- Change the DNS number to 22.214.171.124.
Invalid Merchant ID, TID, or DID
This issue is caused by an invalid Merchant Identification (MID), Terminal Identification (TID), or Datawire Identification (DID).
Contact Ambur Support for assistance.
Invalid Account Status
This error occurs when authorizing a payment and is caused by an invalid Bridgepay account.
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
This happens when there is no solid internet connection and is caused by the inability to reach the Mercury gateway.
Attempt to reconnect to the internet by restarting your router. If the issue persists, contact your Internet Service Provider (ISP).
This is caused when credit card transactions fail to authenticate with the Mercury Gateway.
Make sure your credentials are entered in the correct spot (Mercury vs. TGate), and that they are spelled correctly. Credentials are CaSe SeNsiTive. Contact email@example.com for further assistance.
Vital Error Message
Decline: Failure HV
This error is caused by incorrect credit card processing set up or by a merchant account being shut down.
Please send an updated VAR sheet to firstname.lastname@example.org and an advisor will check the credentials.
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.
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.
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 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.
This is caused by tapping the red ‘Minus’ sign on the payment line and pressing ‘Delete’, after having already swiped a card.
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.