FAQ Credit Card Gateways

Q: Can we use PayPal? (NOT for ACORN Subscriptions)

  1. Can I use PayPal as my gateway?
  2. Is PayPal one of the approved gateways?

A: Currently, our system isn't directly integrated with PayPal, as PayPal doesn't support certain functionalities we require, like swipe-and-store (also known as card vaulting).

That said, you can absolutely use PayPal alongside our software during auction night check-out.

Here's how:

  1. When checking out a guest, mark their transaction as paid externally.
    For details, see: Enabling and Recording External Credit Card Payments.
  2. In a separate browser window, open your PayPal interface and process the guest's payment using their card information.

Q: Can we use Square? (NOT for ACORN Subscriptions)

  1. Can I use Square with my site?
  2. Can I use Square as my gateway?
  3. Can I use Square to check guests out?
  4. Can I use a Square reader (credit card reader, swiper)?

A: You’re welcome to use Square alongside our software if that’s your preferred payment processor. 

However, there are a few important things to keep in mind:

  • Square Readers ONLY Work with the Square App: Square card readers are designed to work exclusively with the Square App. This means they do not integrate directly with your event site or payment gateway.
  • Card Storage (Vaulting) Is Not Available with Square: Square does not support card storage, so you won’t be able to store guests' card information during check-in. This also means express checkout (aka Self- Check-Out) will not be an option for your guests.

Instructions for using Square during your event:

  1. Process each guest’s payment using the Square Reader and Square App.
  2. Then, manually record the payment in your event software by marking it as paid externally.
    For details, see: Enabling and Recording External Credit Card Payments.

Q: How Should I Handle Communication "DO NOT TRY AGAIN" payment processing errors?

  1. Why shouldn’t I retry a transaction after seeing a communication failure message?
  2. What should I do if I’m unsure whether a payment went through?
  3. How can I check the status of a failed or incomplete transaction?
  4. Where do I verify a transaction if the software doesn't show its status?
  5. What do I do if the payment did not process in the gateway?

A: In rare cases, you may encounter a timeout error during a transaction before the credit card processor confirms its status. If you see the following error message:
"Communication failure with the gateway. 

Do not attempt again... as this can cause a duplicate transaction. 

Please contact your payment gateway to check if this was successful."

Since our software cannot determine whether the communication failure occurred before or after the transaction was approved or rejected, you'll need to log in directly to your payment gateway to verify the transaction's status.

Here's what to do based on the gateway's response:

  1. If the gateway shows the payment was not processed: If the transaction failed or was not received by the gateway; flag this payment as failed by clicking on the “Mark as Failed/Not Sent” button found under the Payment section of the order, then add a payment to process a new transaction. (Note: Retry the payment from our software after waiting at least one hour to avoid duplicate charges.)
  2. If duplicate charges occur: Refund the duplicates directly through your gateway interface.

  3. If a single successful payment appears in the gateway but not in our software, you have two options:

    a: If the transaction was successfully processed in the gateway, mark the payment as Successful by clicking on the “Mark as Successful” button found under the Payments section within the order on the Orders page. The order status will update to complete. However, please note that this manual update won't provide refund links or a Transaction ID.
    -OR-

    b: For full reconciliation capabilities and refund options in our software, refund the transaction in your gateway and then process a new payment through our software. This ensures the transaction ID links correctly between both platforms.

Q: How can I add bank information to an Authorize.net account?

  1. How do I update my bank account for monthly billing in Authorize.net?
  2. Where can I find the billing settings in my Authorize.net account?
  3. Can I change my payment method in Authorize.net?
  4. How do I enter or edit my bank account information for billing?
  5. What should I do if I need help updating my billing details in Authorize.net?

A: To add or update your bank account information for Monthly Billing within your Authorize.net account, please follow these steps:

  1. Log in to your Authorize.net account.
  2. Click on the "Account" tab in the main toolbar.
  3. From the left-hand menu, select "Billing Information."
  4. In the Payment Method section, click "Edit" on the right-hand side.
  5. Enter your bank account details as required.
  6. Click "Submit" to save your changes.

Q: How can I investigate potential Credit Card Fraud on my site?

  1. What should I do if a guest reports a fraudulent charge?
  2. What information do I need from the guest to begin an investigation?
  3. Where can I find a list of all credit card transactions on my event site?
  4. How do I locate a specific credit card transaction by amount or name?
  5. How can I confirm whether a transaction was processed through the event site?

A: To investigate potential Credit Card Fraud, follow these steps:

  1. Gather Information: Start by asking the guest for the dollar amount of the fraudulent transaction. This detail will assist in our investigation.
  2. Access Reports: Go to Admin > View Reports > View Summary Reports > Sales/Revenue Tab > Payment by Type > Click on the Credit Card line item to view all credit card transactions processed on the site.
  3. Review Transactions: You can search by name or sort by amount or date to locate the specific transaction in question.

Q: How Can I Suspend/Close My Authorize.net Account?

  1. Is there a phone number I can call to close my Authorize.Net account?
  2. What information will I need to verify my Authorize.Net account?
  3. Will I receive confirmation once my account is closed?
  4. How can I close my Authorize.net account?

A: If you need to close your Authorize.Net account, you can do so using one of the methods below. 

(Please note that for security reasons, account closures cannot be processed via Email.)

  • eTicket: Send a request to close your account using the eTicket service from within the Merchant Interface. Make sure you log into the Authorize.Net account you want to close.
    1. Log in to the Merchant Interface.
    2. Click Contact Us at the top of the page.
    3. Click Create a New eTicket.
    4. Verify your contact information and then type your request for account closure in the space provided.
    5. Click Submit to send the account closure request to Customer Support.
       
  • Chat: Request account closure through Chat Support.
    1. Log in to the Merchant Interface.
    2. Click Live Help at the top of the page.
    3. You will then be connected to the next available customer support representative and can request an account closure.
       
  • Phone: Merchant Support Representatives are available to answer your questions by phone 24 hours a day, 7 days a week (closed major holidays).
  • US: (+1) 877-447-3938
  • UK/Europe: +44 (0) 203 564 4844
  • AUS: +61 1800 019 932

You will be asked to verify secure account information, which may include:

  • The Secret Answer to the Secret Question.
  • The last four digits of the Social Security Number.
  • The last four digits of the Tax Identification Number (EIN).
  • The last four digits of the Bank Account.
  • The last four digits of the Card Number.

After verification of the secure information, your account will be closed, and you will be sent an account closure confirmation via email for your records.

Still need help? Contact Us Contact Us