When using Authorize.net as your connected gateway to receive online donations, you may receive the error code "Gateway Response: An Error Occurred Fetching the Transaction Code".
What Does This Mean?
You may find a declined transaction in your Kindful account with the error code: "Gateway Response: An Error Occurred Fetching the Transaction Code". This is an error code you should expect to see only if connected to Authorize.net.
This error code pertains to the connected customer profile in Authorize.net directly, and it appears when the customer record is missing in Authorize.net. When Authorize.net's authorization expires (which is different from the card expiration date), it can delete the customer record inside of Authorize.net. This can explain why a customer record could be missing, even though you and your staff didn't delete them.
What Can I Do To Fix This?
When the customer record is missing, you will see this error in Kindful; however, no there is no need for concern. The steps you need to take in cases like these are similar to those you would if the card expired or the donor received a different decline error - contact the donor and have them update or add a new payment method.
In this case, once they update or add the payment method to process their transaction, the customer will be recreated in Authorize.net.
Other Authorize.net Gateway Responses
Customer Profile ID or Customer Payment Profile ID not found
This error means that the customer profile linked with the payment method (credit card, ACH account information) has been deleted in Authorize.net. Authorize.net does this when the payment method is invalidated, expired, etc.
In this case, we recommend that you reach out to the donor to have them update their payment method in order to continue their donations.
This transaction cannot be processed
This response is more tied to the actual gateway, so it is advised to check with Authorize.net first. We recommend confirming that CIM has been enabled in Authorize.net. You can also verify in Kindful that there is an active payment method on the donor's contact profile (in their Payment Info section) and that the attempted donation amounts are "real" and do not feel like a test amount (e.g. $1).
The VITAL identification numbers are incorrect. Call Merchant Service Provider.
You should check your Authorize.net account for more information on these errors. There might be an issue with your Authorize.net credentials in Kindful, but following up with the Support team at Authorize.net will be your best resource for how to solve the gateway response that they sent you.
Still have questions?
Feel free to send our support team an email, or you can call the phone number found in the lower left hand corner of your Kindful Admin account to speak to a team member.