Invalid Card – PPS 11

  • Resolved egdelivery

    (@egdelivery)


    3 years, 5 months ago

    We are frequently running into customer cards being declined due to an “Invalid Card – PPS 11” error. This, despite the fact that the card logo shows on our Cardpointe Virtual Terminal reporting. Not every customer. Specific cards are repeatedly blocked. This happens at least once a week. I am running PHP 8.0 (though it has occurred repeatedly before upgrading). I have reached out to Cardpointe and they have provided no solid answers other than “customer error?”.

    Running version 3.3.5 on Woocommerce 5.8.0 and WordPress 5.7.3 using BeTheme.

    Prior to this latest case, I had been able to run certain cards in virtual terminal successfully. Now that is no longer an option (returning the same error).

    I had unchecked the iFrame tokenization in response to a previous Cardpointe support tech surmising iFrame might have been the issue. However, when I look at reporting for the failed transactions, it lists under Tokenization: iFrame.

    Is the option not to utilize iFrame irelevent or creating a conflict?

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Author RexAK

    (@rexak)

    @egdelivery
    If the error is occurring within the CardPointe virtual terminal, then it is most likely not an issue with the plugin. As I do not know the particulars of the cards you are running, I would not be able to properly troubleshoot.

    It could be anything from foreign cards, stolen or banned cards (at the CardPointe level), or cards of a type that are not supported. It could also be they particular issuers of cards.

    I would suggest that when you find another issue like this, before troubleshooting, call your CardPointe rep and support person, and have them try the card to see what results.

    At the plugin level, I would not be able to see why a specific card is denied and would see the same PPS-11 error with no other details.

    Thread Starter egdelivery

    (@egdelivery)

    Thanks for your swift reply.
    Were it just at the virtual terminal level I would accept this.

    Yesterday I had a customer receive several duplicate errors on the woocommerce end.

    First, she received this error:
    “CardPointe declined transaction. Response: Invalid card”

    Then this:
    “Tokenized Card hit tries limit. Unlock this card in the CardPointe settings of WooCommerce.”

    When I went to the settings page, there were no tokens listed to delete.

    Once I ran the same card with her permission on the virtual terminal, it was captured.

    If the PPS-11 error is on the cardpointe end, why was I able to process it on the virtual terminal? Again, if this is a cardpointe issue, then I have not received an adequate response from them. I had assumed there was some interaction between the cardpointe team and yourself, the plugin author.

    Plugin Author RexAK

    (@rexak)

    Hi @egdelivery,

    The “CardPointe declined transaction. Response: Invalid card” is a direct response from the CardPointe API, and has nothing to do with the plugin. Without knowing the parameters of their specific card, I cannot say why CardPointe would decline it via the plugin, and not in the terminal.

    The difference between running the card via the plugin, and in the Virt. Term., may have to do with your address and CVV verification settings between the two places.

    The “Tokenized Card hit tries limit. Unlock this card in the CardPointe settings of WooCommerce.” IS a response from the plugin, and without looking at your site, via the logs and files, I cannot say why it does not show in the list of banned tokens on the settings page. I am not permitted to request those from you, here.

    My sincere apologies, but any support surrounding particular/specific card incidents, financial or account credentials, or specific use-case issues must go through your CardPointe rep. They will be able to tell you why a particular attempt failed by looking at their logs.

Viewing 3 replies - 1 through 3 (of 3 total)
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