E-Commerce Accounts - Errors Received Through Cybersource Payment Attempts
This article will discuss some common error messages and issues you may encounter with Cybersource payments.
Although there are a large number of error messages that you can receive, here is some general information and tips on a few of the errors and issues you may encounter with Cybersource payments.
Response Errors
- "Error processing payment through Cybersource: Element STRXMLRESULT.RESPONSE is undefined in LOCAL.-"
This is a system error, and not from Cybersource.
This error indicates that there is an issue with the credit card number.
This error indicates that there are non-numeric values included in the credit card Number, and that the credit card number cannot be properly processed.
If this error is received, the only way to resolve it is to enter new credit card information without the dashes.
New credit card information without the dashes can be entered via the admin side.
New credit card information without the dashes can be entered by going back through the form.
This may be caused by the registrant somehow being able to enter in non-numeric values into the credit card fields.
This may be caused by a bug.
If this error is encountered, a new payment should be added.
A new payment should be added and the credit card number should be reentered.
Certain Support should be reached out to so Certain Support can review.
- "There was a security error; please verify your processor account settings. - Security Data : UsernameToken authentication failed."
This is an error from Cybersource.
This error indicates that there is an issue with the eCommerce account set on the event.
Cybersource requires two separate transaction tokens.
One token is for "Live" transactions.
One token is for "Test" transactions.
This error indicates that the token being used is incorrect.
An expired or invalid token may be saved in the E-Commerce account.
A "Live" token may be used for "Test" transactions.
- General "declined" errors - Some fields required to process this payment are missing.
Cybersource requires full address information to be sent along with the transaction.
The registration should be checked.
The registration should include full address information.
The full address information includes the address field.
The full address information includes the city field.
The full address information includes the state field.
The full address information includes the postal code field.
- "XML Parse" Error.
This is a system error.
This error indicates that something in the information being sent to Cybersource is causing an error when attempting to send.
If this error is received, the registration's information should be checked.
The name field should be checked for special characters.
The address field should be checked for special characters.
The billing address field should be checked for special characters.
Look for characters like &, %, or $.
If these characters are found, remove them.
After special characters are removed, attempt to process the payment again.
If the same error is still encountered after special characters are removed, reach out to Certain Support.
Certain Support should be reached out to 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 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.