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Errors when Credit Cards attempt to process

Posted: September 19, 2021 at 11:18 am


September 19, 2021 at 11:18 am


I am getting two different errors when I attempt to process a credit card. The first is “IP Blocked.” From a previous forum post, I see that I need to contact Vanco (our payment gateway) about this. However, another member of the church got a “user not found” error. No one has been able to process a credit card payment yet.

This is a duplicate of an event we held last time this year. We had no error then.


  • Support Staff

September 20, 2021 at 6:30 am

Hi there,

The ‘user not found’ error is likely being caused by the IP of your server being blocked, so when the Vanco payment method sends a request to check your user it can’t find you and the above error is shown.

The step I recommend you take here is to contact Vanco and have then unblock your server’s IP, you could also ask why they blocked the IP to see if it can be prevented from happening again.

That should fix the ‘IP Blocked’ message, which may also fix the user not found error but if not we can then investigate further. Whilst the IP is blocked we can’t view anything that is happening on the request to/from Vanco to troubleshoot.


September 20, 2021 at 6:33 pm

Hi Tony,

I contact Vanco today and they said it was because the password was changed back in June. So I updated the password on the payment gateway page to our new Vanco password. Now, we are only getting the “user not found error.” Is this another Vanco issue?

Thank you for your help!


  • Support Staff

September 21, 2021 at 6:54 am

Possibly, the ‘user not found’ error is directly from Vanco. Then return an error code of 506 and we ‘map’ that error to a string to make it readable for you (the end-user) but ultimately it’s from their servers.

I’m assuming you’ve double-checked your credentials in the Vanco Payment method are correct? (Vanco Client ID, Vanco User ID, Vanco Password, Your unique Vanco Encryption Key)

(You may need to confirm those with Vanco themselves)

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