PCI Failure

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    shrhbusinessmanager
    Asked on July 07, 2021 at 01:29 PM

    Our users are getting a "PCI checks are failed" error report when submitting their forms. I've tried for them with the same problem. What is the solution?

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    Kenneth_C
    Answered on July 07, 2021 at 08:03 PM

    Thank you for reaching support,

    I cloned and tested the form and I was able to successfully submit it:

    1625701870_60e63dee188aa_v1.png

    Is the form embedded on a website? If so, can you share the website link with us so we can check?

    Can you also clone the form and set BluePay to test mode so we can make a test submission.

    Here is the guide: https://www.jotform.com/help/27-how-to-clone-an-existing-form-from-your-account

    Here is how to set it to sandbox mode:

    1625702617_60e640d98bebd_v1.png

    Let us know how it goes.

    Best.

  • Profile Image
    shrhbusinessmanager
    Answered on July 08, 2021 at 08:35 AM

    None of the forms are embedded at our website. They all have links to the form at form.jotform.com

    I have cloned the form and set it in sandbox mode. You should be able to test it now.

    I have a question. I believe you might have tested our "Donation" form. All of the forms that don't seem to be working can be found at https://www.sacredheartretreat.org/online-reservation.html

    Thanks

  • Profile Image
    shrhbusinessmanager
    Answered on July 08, 2021 at 08:58 AM

    After posting my last response I tried to use our "Donation" page to make a small donation and I received the same "PCI checks are failed" message.

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    shrhbusinessmanager
    Answered on July 08, 2021 at 10:22 AM
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    Kenneth_C
    Answered on July 08, 2021 at 10:32 AM

    Hi there,

    Can you share with us the Direct Form Links of the form instead: https://www.jotform.com/help/401-where-to-find-my-form-url.

    Awaiting your response.

    Best.

  • Profile Image
    AndrewDurant
    Answered on July 08, 2021 at 01:11 PM

    Hello there,

    Thank you for the follow-up! I just tried submitting your Directed Retreat Reservation Form via its direct link using test credit card details, and was able to do so without issue. Can you please try filling out this form once more, and ensure that the credit card details being used are valid? Since the test card went through without issue, this would seem to indicate that the issue is with the actual card details being entered.

    Thank you in advance for your response!

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    shrhbusinessmanager
    Answered on July 08, 2021 at 03:33 PM

    When you submitted the form, it appears you did not test the credit card payment. (When someone makes a payment, it shows the payment details.) I just tried the form with my own credit card, and the same error continues to occur ("PCI checks are failed"). There are multiple people who have now tried to submit the form and cannot make the credit card payment. That is the problem that needs to be fixed.

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    shrhbusinessmanager
    Answered on July 08, 2021 at 04:30 PM

    1625776181_60e760355c8b4_Sacred_Heart_Re

    This is what everyone sees when we and our customers try to use a card.

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    shrhbusinessmanager
    Answered on July 08, 2021 at 07:22 PM

    1625786395_60e7881b99703_Sacred_Heart_Re

    This is a screenshot that shows we are still compliant. The compliance was certified late in May of this year, so I don't understand how this could be our fault. Thanks.

  • Profile Image
    Kenneth_C
    Answered on July 09, 2021 at 05:27 PM


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    olivia
    Answered on July 12, 2021 at 08:06 AM

    Hello,

    We are sorry for the issue you experienced.

    The issue is fixed. Could you please check it again?

    Thank you.