Ecommerce Troubleshooting
If you are experiencing dropped transactions or payment errors on your site, please review your ecommerce settings under Admin > Ecommerce and transaction history for clues as to why your payment gateway cannot process the payments.
1. Verify configuration settings
If there are any ecommerce issues with a newly created site, these are mainly due to incorrect settings in the site's Ecommerce settings tab under Admin. Or, perhaps the right data is placed the wrong fields. There are also occasionally issues with a merchant account not being fully set up or configured.
Authorize.Net
For Authorize.Net, the fields should be filled in as follows (Account > Settings > API Login ID & Transaction Key)
Gateway User ID:
API Login ID from Authorize.net
Gateway Signature/Transaction Key:
Transaction Key from Authorize.net
Gateway Email:
Leave blank
Gateway Password:
Leave blank
Inside Authorize.Net, also be sure to enable CIM (Customer Information Manager) if using Authorize for donations (more info on CIM).
PayPal
For PayPal, the fields should be filled in as follows (from Profile > API Access > View or Remove Credentials):
Gateway User ID:
API Username
Gateway Password:
API Password
Gateway Signature/Transaction Key:
Signature
Gateway Email:
Leave blank
2. Check transaction listings
Navigate to Ecommerce > Transactions in Ekklesia 360 to review the site's transaction history. To see only failed transactions, use the Filter options.
Click the linked Transaction ID to see details.
When viewing the details for a failed transaction, there are several fields containing useful information:
Authorize.Net
The Authorize.Net Response Reason Text often contains useful information. Look up this code on the Authorize.net Response Codes for additional information.
PayPal
For PayPal, the most useful field is the PayPal Pro Long Message. This will often contain the exact details on the issue. Alternately, the PayPal Pro Error Code can be used. Please refer to the Paypal API Error Code guide. Look up the specific error code and determine if there are any resolutions.
If these steps do not resolve the Ecommerce issue, please open a request.