Payment Processing Error

[BRITANUCK]

Please help!

Our store has been running fine for the last 2 years with NO problems and now all of a sudden, without making any changes to our site or its settings our customers are faced with the following error when they click the final confirm order button.

PAYMENT PROCESSING ERROR

There was a problem processing your credit card information.
Please verify that the following were entered correctly:

Zip Code
Card number
Expiration Date

If you repeatedly see this message, complete your order by contacting the merchant directly.

Detailed Error message:

1: user authentication failed



What's happening here?

Our gateway is Global Payments Canada and we have a SSL certificate by Verisign and a web admin host who does not like to help, when it appears something is over this guys head! (thats another story in itself, that i won't bother you all with)


Global payments Canada says talk to Verisign, and I'll bet my left butt cheek that they tell me its Global payments Canada's issue.

has anyone had this particular error happen to them before.

Im just after a straight answer that I can give my boss

Please help if possible!

Thanks in advance!

Regards!

A desperate, frustrated and confused Brit!

[loren_d_c]

What payment gateway do you have your ShopSite configured to use? The message indicates that whatever gateway you are configured to use, you have incorrect authentication information entered for it in the configuration menu for that gateway in ShopSite (Commerce Setup -> Payment -> Configure Processor).

Note that "Global Payments Canada" is not a payment gateway that I have heard of or that ShopSite is integrated with. And just because you have an SSL certificate from VeriSign does not mean that you have a payment gateway account from VeriSign (their payment gateway is called Payflow Pro, which actually now belongs to PayPal), those are two completely different things.

-Loren

[BRITANUCK]

Yeah its Payflow Pro by Verisign that is being used, sorry i wasn't specific.

but what could be wrong? I havent made any changes what so ever to these settings..

[loren_d_c]

Again, Payflow Pro is now owned by PayPal.

If you actually have a PayPal Payflow Pro account, and it has been working until now, then it is likely that either there is a problem with your account on the PayPal end, or (more likely) the last time someone logged into your Payflow Pro account's web interface it prompted them to change the password and they did so but did not update the ShopSite settings with that new password.

Any time you change the password for the gateway account you also need to change it in your ShopSite, at least if you are using a gateway that uses a password for authentication, such as Payflow Pro.

-Loren

[BRITANUCK]

Well, checking in on this i figure I would give a progress report.

Apparently, our host tech guy made some configuration changes to our payflow system which required Paypal/Verisign to send a new password which he says they haven't yet.

This guy KNEW this was going to happen and didn't make any attempt to let us know or fix the problem before it occured.

Anyway, its still not working as it stands right now. It should be fixed sometime today (fingers crossed)

Good news is, this guy is getting a bill for lost revenues on average over the last 4 days.


Should be fun!

[BRITANUCK]

All fixed!

All it involved was a new password from payflow services.

Everythings running smoothly again!

thanks for all your help