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EE4 and Infusionsoft Error

Posted: September 4, 2018 at 2:20 pm


moreprospectsnow

September 4, 2018 at 2:20 pm

when trying to run transactions I get this error:

Card Charge request resulted in an unrecognized Error.

nothing shows up at Infusionsoft. any ideas are welcomed


moreprospectsnow

September 4, 2018 at 2:32 pm

I found the log. here’s the error:

a:1:{s:30:”Card Charge unrecognized Error”;s:68:”ERROR: 6 – [Loading]Unable to load merchant gateway for id <redacted>”;}


Josh

  • Support Staff

September 4, 2018 at 2:34 pm

Hi,

You’ll find additional details about the transaction by going to Event Espresso > Payment Methods > Logs. Each transaction can have many log items (for example there will be a log item for the payment request, and another for the payment response).


moreprospectsnow

September 4, 2018 at 2:43 pm

Card Charge unrecognized Error ERROR: 6 – [Loading]Unable to load merchant gateway for id <redacted>

The payment info and contact did reach Infusionsoft as there is an entry and a contact for it. but the transaction did not process.


moreprospectsnow

September 4, 2018 at 2:57 pm

Infusionsoft support informs me the error is due to the message: “Credit card required in order to complete transaction”


moreprospectsnow

September 4, 2018 at 3:18 pm

I would request you to check with WordPress as the CC info is not being passed to Infusionsoft.

Shawn: There must be some issue in terms of integration.
https://noelbrowngmail.tinytake.com/sf/Mjg5MTMxM184Njc4MTQ1

Me: the credit card info IS being passedMe: it shows it right in the contact imfoMe: Visa **redacted** This card is OK Validated 9/4/2018 0 0

Me: infusionsoft is receiving the cc info just fine

Me: it is storing it in the contact record

Shawn: That’s right, but amount is not being charged.

Me: why not?

Shawn: Infusionsoft does not process the payment, it only triggers the information to the merchant account.

Me: so it seems that infusionsoft is not loading the merchant account properly are you sure we have the correct ID?

Me: **redacted** Me: Card Charge unrecognized Error ERROR: 6 – [Loading]Unable to load merchant gateway for id xxxx

Me: this is the error infusionsoft is returning to the program

Me: Card Charge unrecognized Error ERROR: 6 – [Loading]Unable to load merchant gateway for id **redacted**

Me: seems to me that your system is returning an error that says:

Me: ERROR: 6 – [Loading]Unable to load merchant gateway for id **redacted**

Me: why would that be?

  • This reply was modified 2 months, 2 weeks ago by  Josh. Reason: removed identifiable information


Josh

  • Support Staff

September 4, 2018 at 7:58 pm

Hi,

I’m going to go ahead and redact parts of what was posted above because this is a public forum.

When you set up payments on your WordPress site via the Infusionsoft add-on, did you follow this guide?
https://eventespresso.com/wiki/infusionsoft-integration/#payments


moreprospectsnow

September 5, 2018 at 9:03 am

thank you for redacting the info. I did follow that guide, however Infusionsoft has updated their payment gateway interface to a degree and I had to call in and get the merchant number. there is no longer an “Edit” button and they told me that your documentation needed to be updated as they are now using WePay as the backend


Josh

  • Support Staff

September 5, 2018 at 12:21 pm

Wow, yes it looks like Infusionsoft has made it a tad more difficult to find that Merchant account ID:

https://classic-infusionsoft.knowledgeowl.com/help/how-to-locate-your-merchant-account-id


moreprospectsnow

September 5, 2018 at 12:40 pm

yes that was a bear. getting the correct id did work. and we are processing just fine but you should def update your docs! thank you for the quick responses and the help


Josh

  • Support Staff

September 5, 2018 at 12:45 pm

The docs were actually updated, but thank you for your concern.

The support post ‘EE4 and Infusionsoft Error’ is closed to new replies.

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Status: closed

Updated by  Josh 2 months, 2 weeks ago ago

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