If your signer is asked to submit a payment as a part of a folder, they might experience a payment or authorization error. The most common errors a signer or payer might see when submitting a payment or authorization are:
- Invalid payment gateway
- Transaction declined by issuer
Invalid payment gateway
If a signer or payer receives an Invalid Payment Gateway error, there can be a few causes of this error. Either the card is being declined by the issuer, or a MID isn't set up properly to accept a certain card type. If a signer or payer receives this error, it's best for the signer or payer to report the error to the company that requested the payment or authorization. The company should then reach out directly to their Sertifi Customer Success Manager for further troubleshooting.
Transaction declined by issuer
If a signer or payer receives a Transaction declined by user error, this usually means that the bank who issued the credit or debit card is declining the transaction. In this case, the signer or payer should:
- Contact the issuing bank to see why the transaction is being declined.
- Request a new payment or authorization form from the company who requested the payment or authorization initially.
- Retry with a new form of payment.
Sertifi Support can't troubleshoot this issue on behalf of a signer or payer.
