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Jonathan Whitney
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September 23, 2015 at 8:56 am
Hi,
We updated yesterday or the day before to 4.8.9.p and started hearing from users that their payments had been repeatedly declined. One user tried the same card 3 times and was Declined in the UI, but the card was charged all three times.
We are using Authorize.Net AIM.
We have upgraded to 4.8.10.p this morning. Just heard about the same issue. Any ideas?
J.D.
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Jonathan Whitney
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September 23, 2015 at 9:00 am
Just found one more detail. We had another user with a similar issue, though she was only charged once, her registration shows as Pending Payment (the payment is there under View Transactions in EE).
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Tony
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September 23, 2015 at 9:01 am
Hi J.D,
Which version of EE did you update from before 4.8.9?
We’ve had a few reports of Auth.net failing so I suspect they are currently experiencing issues as nothing has changed recently with the payment method and sandbox payments are working as expected.
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Jonathan Whitney
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September 23, 2015 at 9:01 am
Okay, that last customer was actually charged twice.
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Tony
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September 23, 2015 at 9:02 am
(the payment is there under View Transactions in EE).
What is the status of the transaction and also of that individual payment?
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Jonathan Whitney
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September 23, 2015 at 9:05 am
Transaction Status is Approved.
In the transaction, Gateway Response is:
This transaction has been approved. (code: 1)
We keep updated pretty regularly, and these transactions are from 4.8.9 or higher.
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Jonathan Whitney
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September 23, 2015 at 9:16 am
Okay,
So I’m looking through the transactions that have been attempted multiple times. The first transaction has a Gateway Response as I mentioned above, but the user is being told it is declined in the UI. Then they are retrying and the payment is being declined with the following Response:
A valid amount is required. (code: 5)
Here’s what the transaction detail looks like:
Payment Details
ID Date Source Method Gateway Response TXN ID / CHQ # P.O. / S.O. # Notes / Extra Accounting Amount
545
2015-09-23 08:34 am
CART
Authorize.net AIM
This transaction has been approved. (code: 1)
7550690772
4861-135-1-36ad
$690.00
546
2015-09-23 08:35 am
CART
Authorize.net AIM
A valid amount is required. (code: 5)
0
4861-135-1-36ad
$0.00
547
2015-09-23 08:36 am
CART
Authorize.net AIM
A valid amount is required. (code: 5)
0
4861-135-1-36ad
$0.00
548
2015-09-23 08:37 am
CART
Authorize.net AIM
A valid amount is required. (code: 5)
0
4861-135-1-36ad
$0.00
Payments Total (USD) $690.00
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Jonathan Whitney
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September 23, 2015 at 9:31 am
I’ve also confirmed that everything was working on Monday when we would have been using 4.8.7 or 4.8.8
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Tony
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September 23, 2015 at 12:44 pm
Is this a group registration or a single ticket?
It may be easier if I can take a look at the transaction, could you send temporary login details so I can see this?
If so please use this form:
https://eventespresso.com/send-login-details/
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Jonathan Whitney
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September 23, 2015 at 1:34 pm
Just sent it with details about the registrations in question.
J.D.
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Jonathan Whitney
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September 24, 2015 at 3:23 pm
One of our customers sent a screenshot of the error. A dialog box popped up on the payment page that said:
This registration step could not be completed. Please refresh the page and try again.
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Tony
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September 25, 2015 at 3:01 am
Thank you for the additional details, I can’t see any reason for this to happen when looking over your site.
Do you have any caching plugins install? Or does your host use server side caching at all?
The strange part of this is the first payment shows the correct value being sent to Auth.net, then each attempt after that shows $0.00 with a message from auth.net stating a value amount is required (and so the car should not have been re-charged) the message you included above do you know if that was what was considered the ‘declined’ message?
Or did a popup show a messages stating that the payment had been declined?
I’ve created a ticket to get some feedback from our developers, are you currently still using the Auth.net gateway? If so have you had any further problems recently?
I ask because we did have a couple of reports of issue with auth.net with no changes to the site (or EE), so I suspect auth.net themselves had issues server side, although I would still like to investigate this further and confirm.
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Jonathan Whitney
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September 28, 2015 at 11:59 am
We just had this happen again today. After looking, they are all American Express charges.
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Jonathan Whitney
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September 28, 2015 at 12:02 pm
It is a popup saying:
This registration step could not be completed. Please refresh the page and try again.
We were using Page Speed Optimization but have now disabled it. I’ll see if that makes a difference, but if you could make sure you’re testing with Amex that would be great too.
Thanks
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Lorenzo Orlando Caum
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September 28, 2015 at 12:36 pm
Hi there Jonathan,
Authorizenet has a set of test card numbers that can be used for testing:
http://developer.authorize.net/faqs/#testccnumbers
I ran through some testing using American Express and its processed without any issues:
http://cl.ly/image/2X0g0D3C3s0g
—
Lorenzo
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Jonathan Whitney
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September 28, 2015 at 1:23 pm
Can you tell me why/when that popup is intended to display?
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Lorenzo Orlando Caum
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September 28, 2015 at 1:32 pm
Hi,
This is just a thought but do you have any advanced fraud options in place through your merchant account that target American Express?
—
Lorenzo
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Jonathan Whitney
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September 28, 2015 at 3:19 pm
I’ll have our finance people check that. Wouldn’t that affect the Gateway Response though?
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Tony
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September 30, 2015 at 2:50 am
Hi Jonathan,
It should do yes, although auth.net should also not be double charging the card so something strange is happening.
To explain, here is a screenshot of the payments within one of transactions – http://take.ms/c5xFq
I haven’t included the tickets prices, but it’s the transaction for registration 2604 if you would like to open it and view it.
Notice how the top payment has a $ value for the amount. That payment is approved, and the response appears correct for that payment, however it sounds like your registrants are seeing an error message at that point.
Notice the next two payment attempts have a 0 value, and auth.net is actually returning a response stating a valid amount for the payment is required (not $0 as you can’t pay $0). So from that, it appears EE has updated the transaction but the user is still trying to pay. But then the payment uses the current value for the transaction which, due to the first payment, is now $0 yet auth.net is recharging the card?
Obviously that should not be happening in the first place, but what I don’t understand is if EE is trying to issue a new payment (the user retries because they saw an error) of $0, why auth.net is actually recharging the card the same value again.
If you enable test transactions within the auth.net payment method
(Event Espresso -> Payment Methods -> Auth.net -> Send test transactions?)
Then use an Amex test card (whilst the gateway is in test mode it will show you test card details you can use) to make a payment, does EE show an error message then?
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Jonathan Whitney
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September 30, 2015 at 3:24 pm
I’m less concerned with double charges (at least in relation to our conversation with you guys) than I am with the error message. Can you tell me when that error message is supposed to be triggered? What’s it for? Because if we solve that, then they won’t retry the transaction and the other issue becomes less important.
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Jonathan Whitney
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September 30, 2015 at 3:46 pm
This is actually getting to be pretty serious for us. It’s not just Amex but other cards as well. Our finance people are asking to maybe shut down our website so they don’t have to keep refunding people and taking phone calls.
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Tony
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October 1, 2015 at 11:25 am
This registration step could not be completed. Please refresh the page and try again.
Is a general error that can be caused by multiple issues. Without a specific error message we can’t see what is causing it.
If you enable test transactions within the auth.net payment method
(Event Espresso -> Payment Methods -> Auth.net -> Send test transactions?)
Then make a payment does it show the same error to you or does it go through?
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