Authorize.Net Integration: PCI Error - This transaction cannot be accepted

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    joeykiker
    Asked on September 12, 2017 at 10:20 PM
    We’re still having the same error with out JotForms I have put the iframe into the web page and we’re still getting PCI Errors. Here are the direct JotForm pages that we’ve been having this issue with, I have verified Authorize.net and it it verifies.
    Please help!
    https://form.jotform.us/62285203081145
    https://form.jotform.us/72304476384156
    https://form.jotform.us/72216989891170
    Daniel T. Giles, III • Director of Marketing & Activities
    Greater Alabama Council, BSA
    516 Liberty Parkway
    Birmingham, AL 35242
    Daniel.Giles@scouting.org
    C 256-810-8170
    [cid:2B742992-F77A-4184-8E7E-E809A478F04B]
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    Charlie
    Answered on September 13, 2017 at 02:42 AM

    Apologies for the inconvenience.

    May I know how you are getting the error message? Are you filling out the form and using a test credit card? Or the error is showing to your users who are actually making payments? You mentioned that one of your users submitted the form and got the error?

    I cloned one of your forms and tested it in Sandbox mode, it works there and should also be the same with the production environment. We are also not receiving any similar reports from other users as of the moment. I also tested my cloned form in a different Authorize.net account with different API Login ID and Transaction Key, and so far I'm not able to replicate the problem.

    I suggest doing the following:

    1. Check your API Login ID if the same with your current Authorize.net account.

    2. Then create a new Transaction Key, we wanted to make sure that the current one you are using is not expired. Creating a new transaction would be the safest way to confirm. If the new key still does NOT work, then it is either the payment integration has problems or your account is somewhat restricted. 

     

    When testing your form, please do try using your form's direct link. Also, use a valid credit card and make an actual payment. If you use a test credit card on a live production integration, it will fail. In your case, you are in live production so a valid credit card and an actual payment is the best way to test. 

    We'll wait for your response. 

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    joeykiker
    Answered on September 13, 2017 at 02:56 PM

    We change our transactions keys on a regular basis and we are using the most recent change in transaction keys. All of these issues occur in the embedded code on our site using real CC information. I'm including a PCI Error Screen Shot from an end user, who received two different errors. I would say this is an operator error, but I and my office staff are receiving frequent calls in getting this PCI Error. My concern is that I did not build the form correctly, but I have several I have built the exact same way and they have worked well. 

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    Mike_G
    Answered on September 13, 2017 at 06:05 PM

    I would like to apologize for any inconvenience this is causing you. To my understanding, you are using the same API Login ID and Transaction Key on your forms that are working and on the form that's having the issue you described. May we know if the error is always happening on every submission on the forms that are having issues? Also, have you tried using a different credit cards on your test submissions? We will wait for your response.

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    joeykiker
    Answered on September 13, 2017 at 06:09 PM

    Yes, the Authorize.net API and key and the Transaction Keys are the same on the forms that are working and the ones that are not working. I have had 5 different individuals that attempted to submit their CC info (all different cards) and each of them received the PCI Error. That is 5 that I personally know of. I will attempt to use a few different cards personally to see if I have errors. 

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    jonathan
    Answered on September 13, 2017 at 07:49 PM

    It is possible we have issue with our Authorize.net payment integration as I also see a very few users reporting the same.

    Please update us on the result of your test as well so we can have more details about the problem. We will elevate this to our higher team support once we identified what was causing the issue.

    Thank you.

  • Profile Image
    joeykiker
    Answered on September 13, 2017 at 08:05 PM

    I just tested with two of my personal cards one Visa the other Master Card and neither one worked, both receiving the PCI Error. When the submit button is clicked the screen refreshes then the PCI Error appears. I also noticed that the embedded JotForm iframe became a blank gray. Both cards had the exact same results. I'm attaching a screen shot. 

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    EltonCris
    Answered on September 13, 2017 at 10:08 PM

    This specific error "PCI: Error during transaction - This transaction cannot be accepted" usually means a problem with your authorize.net account settings or it could be the information entered into the form. Since you have already tried different cards without any luck, we suggest contacting authorize.net and ask for support regarding your account settings. Please check with them if your auth.net account can receive this kind of payments.

    We'll look forward to your reply so we can tag our developers here if this remains unsolved.

    Thanks

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    joeykiker
    Answered on September 14, 2017 at 01:03 PM

    After working with techs from Authorize.net they claim that everything that they are seeing on their end is functioning properly. They suggested the possibility of a three tech support call. Would that be possible? 

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    EltonCris
    Answered on September 14, 2017 at 02:32 PM

    Sorry, but we do not provide phone support so I'm afraid we can't assist you over the phone.

    Anyway, I made a cloned version of your form and made a test submission via Sandbox and it submits the form without PCI error.

    Still, since your auth.net account is fine and the problem is not resolved, I have forwarded this to our developers for further investigation.

    They will reply to you here once they have checked this.

     

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    joeykiker
    Answered on September 18, 2017 at 03:54 PM

    We have been issued a new transaction key from Authorize and I have rebuilt one of the forms in question. I put it into Sandbox mode and I received the PCI Error response again. Help would be appreciated, we are failing to reach our participants with an online signup option. 

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    jonathan
    Answered on September 18, 2017 at 04:01 PM

    Thank you for updating us on the status. The bug ticket report submitted by my colleague was already assigned to one of our developer. It is currently under investigation. 

    We will notify you here once new update on the status is available. We apologize for the inconvenience caused.

     

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    joeykiker
    Answered on September 19, 2017 at 12:14 PM

    Just an update, I have chatted with Authorize and they suggested contacting our Merchant Service Provider, which Mercury Payment. I have had a long telephone call with Mercury Tech support. They do not any declines which would create a PCI Error on their end of the transaction loop. They feel that because they are not seeing any declines, nor is Authorize.net, then there may be an issue with the JotForm Gateway. Mercury was almost sure that the developer's on the JotForm end have contact with developers at Mercury. If so Mercury has a tech reference #10691974. I hope that this issue may be resolved soon so we can offer our end users the ability to register and make payments online again. 

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    ashwin_d
    Answered on September 19, 2017 at 12:23 PM

    Thank you for sharing this update. It has reached our backend team and we will get back to you as soon as we have any update on this.