Difference between revisions of "Template:CreditLine Merchant Account Troubleshooting"

Latest revision as of 19:54, 4 April 2011

1. It is strongly recommended that at the beginning of every troubleshooting session you download and upgrade to the latest version. The latest versions feature improper setup warning detection.
2. Make sure that you have followed Merchant Account Setup Guidelines and the processor setup the account accordingly.
3. Many errors are the result of an improper Connection Setup.
   1. If the account is dial-up, check the phone numbers.
   2. If the account is IP, first check that the internet is available, then check with the Processor Setup Guide for proper connection and firewall setup (try disabling the firewall). Also, check the broadband connection quality, e.g. Broadband Speedtest Links. Finally, make sure that the Internet Security is not set to the highest level - many connections require cookies and SSL communications.
4. If you are setting up Amex or Discover, make sure that the processor is informed to enable that card type. Otherwise, disable the card in the software (uncheck Card Is Accepted) to avoid support issues and batching problems.
   → Many errors are a result of unsupported card types. If only some cards fail to go through, contact the processor to setup the card type on the account. Also see, Deleting Batch Transactions and Batching Selectively articles.
5. Check the log viewer for errors. Make sure you scroll up to see all the errors. Sometimes, only the first error is decriptive.
   → If you cannot find an error or the description is not clear - uncheck View Errors Only and scroll down to the end - some errors are not of standard format and may not be detected as an error by the program. You may also view 911\data\ccv_log.txt directly.
   → Sometimes the error is caused by the lack of response by the processor. In this case the error description will be missing.
6. A bad transaction is a frequent cause of a failed batch. See Finding Bad Transactions In Failed Batches for more information.
7. Duplicate Batch ID is another frequent cause of a failed batch. While our latest versions will take care of it automatically, the older ones (pre 3.03.15) will not. See Duplicate Batch ID.
8. If the authorizations are several weeks old, they may have expired and will be rejected by the processor. Call the processor to verify. If they auth codes have expired, you will have to re-run the expired transactions.
9. Once your have the error information in the log, contact the processor for resolution. If the error info is missing, simply tell the processor that the last transaction attempted by your has failed and ask them to check the account. If none of the transactions go through, check the entire merchant setup.
10. Sometimes the errors are a result of hard drive failure or presence of viruses. Make sure to check the drives and scan for viruses
11. If the steps above did not resolve your issue, please contact your CreditLine Dealer.
    

→ If you are a CreditLine Dealer, please follow the Dealer Support Request Procedure.

Please note that we are a wholesaler and all support is provided by the dealers. All non-dealer enquiries will be returned with information on how to contact your dealer.