Help - Customer cannot process credit card

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    Asked on December 04, 2020 at 12:49 PM


    We have one customer who is unable to use our CC process. Please see below. This is on our In Practice order form

    Hi Leanne, as indicated below, am not able to insert my credit card information to complete the order.

    I am able to access the form and fill in up to the credit card information-this field in not accessible. Therefore, with this form being incomplete, it won’t submit. 

    I have tried purchasing from my cell phone and the same happens, although I am able to enter my credit card and upon submitting I get a error message: Payment error GENERIC_DECLINE, so I click on the link to go back and fix the problem and I get another error message: Incomplete Values go back and fix the problems (with a go back link). When I do this my signature and my credit card information has disappeared. I tried 3 tines to order vouchers with the same result. 

    The problem still exists with the credit card information.  What else would you like me to try?

  • Profile Image
    Answered on December 04, 2020 at 02:27 PM


    Could you please give us the link to the form presenting that issue so we can assist you further?


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    Answered on December 04, 2020 at 02:44 PM
    Here is the link
    Thank you
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  • Profile Image
    Answered on December 04, 2020 at 04:01 PM


    Thank you for reaching out.

    I tried and had the same GENERIC_DECLINE error.

    This looks like an issue on Square side.

    Could you remove your Square integration and relink it and see if it works?

    If it still gives you the same error, could you contact the support team at Square, so they can check their backend and give a little more information on what GENERIC_DECLINE means and why it is happening?

    Here's a link to contact them:

    Should you have any further inquiries, please don't hesitate to reply to this thread.