Common Payment Gateway Errors

Payment gateway errors occur when BigCommerce has sent order information to the payment gateway, and then the payment gateway returns the error to BigCommerce. If this article does not include the error that you are experiencing, we recommend that you contact the payment gateway for information on what the error means and how to resolve it.

Common reasons for errors include:

  • incorrect credentials in your payment gateway setup (Store SetupPayments)
  • trying to perform an action (such as a refund or capturing payment) after an expired time limit
  • the customer is using an expired or invalid credit card number, or the card has insufficient funds
 

Where do I find the error message? Errors may show up on the checkout page, but will always appear in the store logs.

Amazon Pay

For a full list of error codes, see Amazon Pay | Error Codes.

Authorize.net

Error: This transaction cannot be accepted

Cause: Your transaction key was entered into BigCommerce incorrectly or has expired.

Resolution: Regenerate the transaction key, add it to BigCommerce, then test the connection. Steps are provided below.

1. Log in to Authorize.net's Merchant Interface.

2. Regenerate the transaction key.

3. In the BigCommerce control panel, go to Store SetupPayments. Go to the Authorize.net tab and paste your new transaction key under Transaction Key.

4. Save your changes. We advise running a test order to ensure that the issue has been resolved.

Error: The referenced transaction does not meet the criteria for issuing a credit

Cause: Authorize.net transactions can only be refunded after approximately 24 hours. Until then, the transaction has not been fully processed.

Resolution: Wait until the order is at least 24 hours old and re-attempt the refund. If the error persists, contact Authorize.net support and provide the order's transaction number (under the order details).

Error: The merchant login ID or password is invalid or the account is inactive

Cause: This error message can be the result of one of the following:

  • your account is inactive
  • your API login was entered into BigCommerce incorrectly
  • your transaction key was entered into BigCommerce incorrectly or is invalid

Resolution: Regenerate the transaction key, add it to BigCommerce, then test the connection. Steps are provided below.

1. Log in to Authorize.net's Merchant Interface.

2. Regenerate the transaction key.

3. In the BigCommerce control panel, go to Store SetupPayments. Go to the Authorize.net tab and paste your new transaction key under Transaction Key.

4. Save your changes. We advise running a test order to ensure that the issue has been resolved.

NMI

Error: Override Duplicate Threshhold Not Allowed

Cause: The Allow Merchant Override setting is not enabled in your NMI virtual terminal. This can only be enabled by an NMI representative.

Resolution: Contact NMI Support and ask them to check the Allow Merchant Override setting in the Processor settings.

PayPal

Error: Seller accepts encrypted website payments only

Cause: This error is displayed because your PayPal Account Profile is set to only accept payments from encrypted buttons. This condition interrupts the payment process and displays the error message.

Resolution: Turn off Encrypted Website Payments in your PayPal account. To do this, follow the steps below.

1. Log in to your PayPal account.

2. Click Profile icon to the right of the page next to the Log out button.

3. Once the popup appears click Profile and settings.

4. On the left click My selling tools from the menu.

5. Click Update to the right of Website preferences.

6. In the Encrypted Website Payments section, select Off.

7. Click Save.

Error: Instant Payment Notifications are failing

Cause: This issue can occur if your customer exits the checkout process before returning back to your store from PayPal (e.g. not clicking "Return to [store] to complete your order"). Learn more.

Resolution: Enable the IPN and set up an auto-return URL. Setting up an auto-return URL will automatically return your customers to your store so that they don't need to click the link.

Error: Security Header is Not Valid 10002

Cause: This error indicates an issue with the login information you are using for your PayPal connection.

Resolution: Remove your credentials, then re-enter them. If you copied and pasted the data, make sure there are no spaces before or after the information. We recommend first pasting them into a text editing program such as Notepad or TextEdit to ensure this.

If you continue to have issues, contact PayPal Support to have new credentials generated, then enter those new credentials (again pasting into a text editor to avoid extra spaces).

Error: The transaction was refused as a result of a duplicate invoice ID supplied

Cause: This error is seen when an account is being used or has been used with a different store. The Order IDs in your BigCommerce store are the same as those used with your other store, so PayPal is rejecting the transaction as a duplicate.

Resolution: To resolve this issue, you will find your other store's highest order ID and set BigCommerce order IDs to be much higher to ensure that there is no overlap.

1. In your PayPal account, locate the most recent order for your old store. (This will be the one with the highest order number.)

2. In BigCommerce, go to Store SetupStore Settings and click on the Miscellaneous tab.

3. Scroll down to Order Settings. Enter a new Starting Order Number that is higher than the most recent order number for your other store. We recommend going up by at least 1000, or more if your other store is currently active.

Error: Response code: 23. Response message: Invalid account number

Cause: The customer entered an incorrect credit card number.

Resolution: Since this is an issue with the customer's credit card, there is not much you can do without having the correct credit card info. If you want to reach out to your customer, the Order ID is provided in the error message. You can look that order up in the Orders section and use the email address provided in the order details.

Error: Response code: 26. Invalid Vendor Account

Cause: This error message can be the result of one of the following:

  • you just activated your account
  • the login information is incorrect

Resolution: Ensure your account is at least an hour old. New accounts do not become active until at least an hour after it was created. Verify that all values (User, Vendor, Partner, and Password fields) are both correct values and proper case (all values are case sensitive).

PayPal powered by Braintree

For a full list of error codes, see Payments in BigCommerce: Declines.

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