There are many reasons for declined transactions or failed payments. This article helps you troubleshoot what might be causing issues during payment processing.
Before you can diagnose the problem you need to know what error or decline code is being generated. This is easy to find.
The SafeSave Gateway has its own security that may prevent transactions if they appear suspicious. Safety measures include:
The ck payment type and/or currency [USD] is not accepted REFID:xxxxxxxxxxxx
Most often, this is the error your customers/donors see when trying to pay using a payment method that your merchant account does not support. For example, your donor my be trying to pay with a Personal Check (ACH), however, your merchant account may only be configured to accept Visa and MasterCard.
REJECTED CONTACT CUST SERV
SafeSave has aborted the transaction because something appears suspicious with the circumstances of the payment. This is typically due to the iSpy Fraud Protection settings on your SafeSave account. For example, someone may be trying to use a US billing address from a NON-US computer. Please review your iSpy Fraud settings or contact SafeSave payments for help at firstname.lastname@example.org.
This is the error a customer/donor receives when using a credit card that has been reported lost or stolen.
This error typically happens when the SafeSave username or password stored in DS Advanced Settings has changed or is no longer valid. Double check that your SafeSave username and password haven't changed and that they are entered correctly in DS.
Amount exceeds the maximum ticket allowed REFID:xxxxxxxxxxxxxx
SafeSave Payments has a built-in transaction limit to protect the merchant and consumer. The default limit is $10,000. This limit can be raised to any amount at anytime by contacting email@example.com.
Cannot Complete Transaction
This error is typical of an ACH (eCheck) transaction that exceeds your built-in transaction limit. This transaction limit is set by SafeSave. This limit can be raised to any amount at anytime by contacting firstname.lastname@example.org.
Duplicate order REFID: xxxxxxxxxxxxx
SafeSave is preventing the transaction because the amount of the transaction matches the exact amount of a transaction that JUST took place on the exact same card. This is called Duplicate Transaction protection and can be disabled by request by contacting email@example.com.
Contact firstname.lastname@example.org for support.