How To: Understand Card Processing Error Messages
Card processing error messages:
- E1: Card refunds have been disabled in the system configuration.
- INVALID 4020 - Information received from an Invalid IP address.
- Invalid Response from sagepay
- Card Processing Database Error
- Card Processing Timed Out
- Card Processing Unidentified Critical Error
- Card Processing Error converting data type varchar to numeric
E1: Card refunds have been disabled in the system configuration
This error message indicates either that:
- Refunds have not been enabled in the
[ System Operations | Edit Credit Card Integration Settings ]dialog; or
- Refunds have not been enabled in your Payment Service Provider's back-end system.
INVALID 4020 - Information received from an Invalid IP address
This error message occurs whenever you try to perform a card transaction from an IP address that hasn't been setup on your sagepay® account.
What you need to do is:
- Find out what IP address your Internet Service Provider (ISP) has allocated to you.
To do this: browse to www.keystonesupport.net - your IP address should be displayed towards the bottom of the screen (e.g. 18.104.22.168)
- Logon to My Sage Pay with your normal account details.
- Press "Administration" button at top right of screen and then select "Account Parameters"
- Add the new IP address to the "Valid IP Address for this Account" section.
Note: The subnet mask should normally be set to "255.255.255.0"
- If you have a dynamic IP address, you should delete the old IP address in order to reduce the risk of fraudulent transactions occurring.
Note: This error should never occur if you have a static (i.e. fixed) IP address. The Khaos Control System Requirements document (available on request) states: "The customer's Internet connection should use a fixed public IP address if possible." Should your Internet connection currently be using a DYNAMIC IP address, we suggest you ask your Internet Service Provider to allocate you a STATIC IP address.
Should communication between Khaos Control and sagepay® fail, either as a result of a connectivity problem or sagepay® having an issue at their end, the following message may be seen:
Invalid Response from SagePay
We recommend is that you check My Sage Pay to see if the payment has appeared:
- If it has not gone through, then you are free to try again.
- If it has gone through then you will need to obtain the authorisation code (this is shown in My Sage Pay) and perform a manual authorisation in Khaos.