Error code?

Stuart Dods's Avatar

Stuart Dods

18 Jul, 2018 10:15 AM

Hi,

A customer has just sent me the attached error he keeps getting when trying to purchase

Can you let me know what the problem is?

Thanks

Stu

  1. 1 Posted by Marcela Poffald on 18 Jul, 2018 01:57 PM

    Marcela Poffald's Avatar

    Hey Stu,

    We're looking into this, get back to you with more info shortly!

    Marcela

  2. 2 Posted by Marcela Poffald on 18 Jul, 2018 03:05 PM

    Marcela Poffald's Avatar

    Hi Stu,

    We took a look at our logs, and it appears that the customer was unable to sign up because your payment processing provider, eWAY, requires a value for the customer's billing country. I recommend you re-enable the "Billing Information: Country" field in your hosted payment page settings and have the customer try again using their country's two-digit code (such as AU or UK) in the given field.

    Hope this helps! If your customer is still unable to sign up after you've made these changes, let us know.

    Marcela

  3. 3 Posted by Stuart Dods on 19 Jul, 2018 06:42 AM

    Stuart Dods's Avatar

    Awesome! That was it

    Thanks for your help :)

    Stu

  4. 4 Posted by Marcela Poffald on 19 Jul, 2018 02:22 PM

    Marcela Poffald's Avatar

    No problem, glad we could help! I'm going to close this discussion now, but if you need anything else, just reply and it'll automatically reopen. :)

    Marcela

  5. Marcela Poffald closed this discussion on 19 Jul, 2018 02:22 PM.

  6. Stuart Dods re-opened this discussion on 24 Jul, 2018 06:19 AM

  7. 5 Posted by Stuart Dods on 24 Jul, 2018 06:19 AM

    Stuart Dods's Avatar

    HI Marcela,

    Another customer has told me they are getting this error again - see below:

    Hi Stu.

    Tried to use link but after entering payment details I got this error -

    (500) 1000: An unrecognized gateway error occured

  8. 6 Posted by Marcela Poffald on 24 Jul, 2018 01:35 PM

    Marcela Poffald's Avatar

    Hey Stu,

    Sorry about that! This error was caused by an authentication problem when Cheddar was trying to communicate with your gateway. It's possible that your gateway credentials have changed, and Cheddar hasn't been updated. Could you make sure that the eWAY API password provided here is correct, and then try again? Let me know how it goes!

    Marcela

  9. 7 Posted by Marcela Poffald on 25 Jul, 2018 03:34 PM

    Marcela Poffald's Avatar

    Hi Stu,

    I just checked our logs, and it looks like Cheddar is successfully communicating with your gateway again. I see that a record was created for this customer and they had a transaction run yesterday. Does everything look OK on your end? Let us know if you need anything!

    Marcela

  10. Marcela Poffald closed this discussion on 02 Aug, 2018 02:40 PM.

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