Cybersource is a payment processor used for online transactions. This article discusses common errors and issues you may encounter with Cybersource payments. It provides general information and tips on a subset of Cybersource errors.
Response Errors
- Error processing payment through Cybersource: Element STRXMLRESULT.RESPONSE is undefined in LOCAL.-
- The error is a system error and does not originate from Cybersource.
- It indicates there is an issue with the credit card number.
- It may indicate non-numeric values included in the credit card number.
- The credit card number cannot be properly processed.
- To resolve the error, enter new credit card information without the dashes, either via the admin side or by re-entering through the form.
- This error may be caused by the registrant entering non-numeric values into the credit card fields, or from a bug.
- If this error occurs, attempt to add a new payment and reenter the credit card number, then reach out to Certain Support to review.
- There was a security error; please verify your processor account settings. - Security Data : UsernameToken authentication failed.
- The security error requires verification of processor account settings.
- The error originates from Cybersource.
- This error indicates there is an issue with the eCommerce account set on the event.
- Cybersource requires two separate transaction tokens — one for Live transactions and one for Test transactions.
- The error indicates that the token you are using is incorrect.
- You may have an expired or invalid token saved in the E-Commerce account.
- You may be using the Live token for Test transactions.
- General "declined" errors - Some fields required to process this payment are missing.
- General declined errors indicate that some fields required to process this payment are missing.
- Cybersource requires full address information to be sent along with the transaction.
- Check the registration and ensure that it includes full address information (address field, city, state, postal code).
- "XML Parse" Error.
- The "XML Parse" error is a system error.
- It indicates that something in the information being sent to Cybersource is causing an error when attempting to send.
- If this error is received, check the registration's information and look for special characters in the name, address, or billing address fields.
- Look for characters like &, %, or $.
- If you find these characters, remove them and attempt to process the payment again.
- If you still encounter this same error after removing special characters, please reach out to Certain Support with the relevant information to review.
If Payments are Being Declined When They Should not Be
- Note the Elapsed Time on the Payment.
- Navigate to Manage > Registrations > Find > Select the registration with a declined payment > Financials > Payments.
- Click the pencil icon next to the Payment record to edit.
- Look at the Payment record Elapsed Time field.
- If it is 0 or blank, this means that the payment could not be sent to Cybersource.
- Check the registration and payment information to ensure it is all filled in and correct.
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