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 system error indicates that there is an issue with the credit card number.
- This system error may indicate that non-numeric values are included in the credit card number.
- Non-numeric values prevent proper processing of the payment.
- If this error is received, the only way to resolve it is to enter in new credit card information without the dashes.
- Entering new credit card information without the dashes can be done via the admin side.
- Entering new credit card information without the dashes can be done by going back through the form.
- This may be caused by the registrant being able to enter non-numeric values into the credit card fields.
- This may also be caused by a bug.
- If this error is encountered, a new payment should be added.
- The credit card number should be reentered.
- Certain Support should be reached out to review the issue.
- "There was a security error; please verify your processor account settings. - Security Data: UsernameToken authentication failed."
- This error is 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, city, state, and postal code.
- "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.
- Special characters should be looked for in the name field.
- Special characters should be looked for in the address field.
- Special characters should be looked for in the billing address fields.
- Special characters to look for include &, %, and $.
- If these characters are found, the characters should be removed.
- The payment should be attempted again after removing special characters.
- If the same error continues after removing special characters, Certain Support should be reached out to with 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 the Elapsed Time field is 0 or blank, the payment could not be sent to Cybersource.
- Check the registration and payment information to ensure the information is all filled in and correct.