Basic Troubleshooting Information


Doc ID:    A89
Version:    7.0
Status:    Published
Published date:    07/18/2017
Updated:    07/18/2017
 

Answer

To troubleshoot issues with your credit card processing, please bear in mind that there are a few key elements involved in submitting a request and receiving a response, and that issues with one of these elements may affect the entire process.

The key elements are:

  • Software for entering the transaction locally, which runs on...
  • A computer, which in turn is connected to...
  • A secure Internet connection, which is then used to connect to...
  • Your Authorize.Net account.

It does not matter which software you are running, or what type of computer you are using to run the software. For example:

  • You could be using your own personal computer to run a web browser (which would be the software here) to connect, via the Internet, to your Authorize.Net account.
  • You could be using a shopping cart package (the software) on a web server (the computer) to submit transactions via the Internet to your Authorize.Net account.
  • You could be running dedicated billing or credit card processing software on your computer or smartphone, which would connect to Authorize.Net via the Internet.

This is why a common part of troubleshooting issues includes rebooting the computer, clearing browser caches, and confirming that you have an active and secure Internet connection. Doing so helps to confirm that any elements you can directly access are working correctly.

If you believe you have an Authorize.Net error code, our Response Code Tool will let you find an explanation and possible solutions. The Response Code Tool also provides a JSON-formatted file of all of our error codes and texts, which you can open in a text editor and use to search for errors.

If there is no apparent Authorize.Net error, or if your software reports connection errors, start by confirming that your computer can connect to the Internet and can submit secure connections to our servers. Issues with the initial connection are common causes of issues when no Authorize.Net error is generated.