I can't make Shopsite work with Paymentech/Orbital Gateway

[martez81]

Hi,

I have set up Shopsite on my hosting provider's server. All the info for processing payments seems to be right. Everything is set up with Paymentech as well. I was also advised to give paymentech hosting server IP address so I did that too.
The problem is when I try to process an order in Shopsite I end up with this error message:

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Your order was not processed

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:
Process Status: 9717
Status Message: Security Information - agent/chain/merchant is missing
Approval Code:
Response Code:
Response Message:
Transaction Reference Number:
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I tried to contact my hosting provider and Paymentec. Both say everything is fine on their end.

[loren_d_c]

The message 'Security Information - agent/chain/merchant is missing' is exactly what is being returned to the shopping cart by your gateway, so it would seem they do not have your account set up correctly/completely on their end.

Perhaps they need to allow a different IP address for your account. Sometimes hosting companies have multiple IP addresses assigned to the same server, and when outgoing communication is made from that server it will likely use the server's main IP address, which may not necessarily be the IP address used for your domain.

-Loren

[martez81]

Thanks lorem_d_c, looks like I have to contact Paymentech again.