Help - Customer cannot process credit card

Hello

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?

Hello,

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

Gaetan

Here is the link https://form.jotform.com/202324428966156
Thank you
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Kind Regards,
Leanne Furby, Ph.D.
National League for Nursing | Director Testing Services | www.nln.org |
lfurby@nln.org | Fax: (202) 888-3104 |
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Hello,

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: https://squareup.com/help/us/en/contact?panel=44E50F016449

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

Gaetan