Question

Payment using credit card is stuck in "Hold" status, processing Status shows "Declined by Gate". How to find out a reason?

Answer

  1. Check Comment in the transaction:

    Payment -> E-Transactions tab

    Remember the date of the transaction.

  2. In 

    Home> Configuration Director> E-Commerce Settings> Payment Methods Processing

    find out what plug-in is used for this Credit Card type.

  3. On the BM applications server find the corresponding log

    %PBA_DIR%/log/[plugin_name].log

    check the records at the time of declined transaction.

  4. If the reason is still not clear from the log, error found is too general, you may contact the payment processing center, provide them with the request sent and the reply received (both shall be present in the log file).

To re-try operation after problem was fixed, use "Charge Credit Card" button on the payment information screen.

Internal content