Unable to take payment on form

Hi there,
I have just had a customer try to place an order through my form and they were given an error message saying they couldn't make the payment. I think they mentioned something about eWay.
Is there any way for me to test what the problem may be?
My form is: https://form.jotform.com/210250884654860
Many thanks,
Louise.

Hi,

As you can see, you do not have an Eway account.

Please sign up for an Eway account first.

Thank you.

Hi,
Thank you for your response.
I believe I had already set up an eWay account as per the screenshots attached.
Is there anything else you can recommend to fix this problem?
I tried again today to process an order and received the error message shown below.
Many thanks,
Louise.

Hi there,

Happy to help!

Typically, when this issue persists, it's possible that one of the credentials are incorrect.

Could you please ensure that you've entered the most updated credentials correctly, especially the API and the password? Note that it is the API password, not your eWay account password.

Please also ensure that the entire encryption key is entered, something like:

If the issue still persists after verifying this information, please let us know.

Hi Katherine,
Thank you for your prompt response.
I believe I have all this set up correctly and it still isn't working.

How best can I delete the eWay payment integration without losing all the products I have already put in this form?

Thank you,
Louise.

Greetings Louise,

As there is no option to switch the payment integration and you don't have any submissions so you can delete the product list and add it again using a different payment integration.

The products will be loaded again as soon as you add a new payment integration.

Should you have any questions then please let us know.

Thanks