Error - Submit payment failed

Modified on Thu, 10 Nov 2022 at 01:15 PM

There are times when a consumer may be trying to setup a payment or make a payment and unable to complete the process. To troubleshoot this issue, follow the below steps.

  1. Go to the Consumers page of the Admin website
  2. Enter the consumers information, in one of the fields shown below.
  3. Click Search
  4. Click on the link on the far left column of the results gird.
  5. Once on the Consumer account page,  click on the Web Notes link to see all the detailed information about the consumers activities logged when on the consumer portal.
  6. Enter CTRL+F to bring up the browsers search feature.
  7. Enter in the "Submit payment failed" in to the search text box. This will highlight in the logs each time a payment failed.
  8. Go to the most recent entry.
  9. Go to the entry below the "Submit payment failed" entry to the Spreedly Trace.
  10. Click on the View link on the far left-hand side of the results grid on the line with the Spreedly Trace information. This will open a new window with a detailed Log View of the accounts' activity.
  11. Review the logs to see what messages are showing up on the account from Spreedly. You can also use the CRTL+F feature in the browser to search for "messages".
  12. Read the messages looking for a clue as to why the transaction was listed as failed. In this case it shows that the consumer has "Insufficient Funds" therefore they could not process the transaction.

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