Help - Customer cannot process credit card

  • Profile Image
    lfurby
    Asked on December 04, 2020 at 12:49 PM

    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?

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

    Hello,


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


    Gaetan

  • Profile Image
    lfurby
    Answered on December 04, 2020 at 02:44 PM
    Here is the link https://form.jotform.com/202324428966156
    Thank you
    REMINDER TO INSTITUTIONS AND AGENCIES
    Currently, all NLN employees are working remotely through the end of the year. It can take 2-4 business days to receive a response via email. For instant questions we have created a Tech Talk for institutions and agencies. Please join our Tech Talk via Zoom. Our Tech Talk hours are Monday through Friday 8:00Am to 4:00PM Central time with a break from 11:30-12:30. Tech Talk will be closed every Wednesday from 10:00AM - 1:00PM for internal meetings.
    The link is available in your User / Partner Guide
    Kind Regards,
    Leanne Furby, Ph.D.
    National League for Nursing | Director Testing Services | www.nln.org |
    lfurby@nln.org | Fax: (202) 888-3104 |
    [cid:image001.png@01D6CA42.444ABF90]
    [443B47CC] [61A91BBA] [5638BD8] [545257A6] [5844EAA4]
    ...
  • Profile Image
    Gaetan_B
    Answered on December 04, 2020 at 04:01 PM

    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