Card details are not stored within Counsol. When card error messages are displayed, they are coming from your merchant services company or the issuing bank of the client's credit card. For definitive answers to card error questions, please contact your merchant account support team, or your client so they may contact their bank for assistance.
NOTE: To allow clients to use an HSA debit card, your business will need to be set up as a "medical" type business with your merchant gateway. If transactions for a client with an HSA card are being rejected, contact your merchant gateway to confirm your business type is listed as "medical".
ON THIS PAGE:
•How to view recent card action errors for the practice
•How to view recent card action errors for a single client
•Merchant Services Support
•Common Credit Card Errors
How to view recent card action errors for the practice:
1. Select the Billing icon, and then click on the desired client’s Card Errors tab in the light blue submenu bar.
How to view recent card action errors for a single client:
1. Select the Clients icon, and then click on the desired client’s name from the Active client list.
2. Click on the Billing tab.
3. Click the Manage Cards button.
4. Scroll down to see Recent Card Action Errors. Errors will be listed with the following details: Date, By, Action, Error, Amount, and Card.
MERCHANT SERVICES SUPPORT
BluePay/CardConnect Support:
Merchant Support / Technical Support
This team assists with troubleshooting CardConnect technology and software products.
877-828-0720
Create a Support Ticket in CardPointe: https://support.cardpointe.com/merchant-support#creating-a-support-ticket
PCI Compliance Support
SecureTrust
877-257-0239
ccsupport@securetrust.com
https://pci.securetrust.com/cardpointe
Square Support:
Online Support: https://squareup.com/help/us/en
Phone Support: 1 (855) 700-6000
Stripe Support
COMMON CARD ERRORS
Please keep in mind, card error messages come from your merchant services company or the client's card issuing bank, so the information Counsol is able to provide regarding any error message you receive is limited.
"Unable to communicate with payment gateway" - There is an issue with the communication between Counsol and your merchant services company. Check the site status page of your merchant services company to see if any issues are present on the company's end. If the site is up and running as it should be, contact your account manager.
- CardConnect Status page: https://status.cardconnect.com/
- Square Status page: https://www.issquareup.com/
- Stripe Status page: https://status.stripe.com/
"RPCT 109 Invalid merchant" - There is a disconnection between your merchant account and payment gateway. Please call your merchant services company for more information.
"RPCT 500 Decline" - A generic response given by the card's issuing bank. No other information is given. The client contact the card issuing bank and ask about the reason for the decline.
"RPCT 503 New Account Info" - A generic response that indicates a failure on the consumer's end; not the system nor the processor. The client will need to speak with their card issuer for a resolution.
"RPCT 531 Retry with 3DS" - The bank suspects it could be a fraudulent charge and requires verification through a specific third-party website. Counsol is not set up to integrate with 3DS authorization sites, so the client must contact their card issuer to request allowing the transaction to process.
"CALL AUTH CENTER: Voice Authorization is required" - The client has a voice authorization security setting enabled on their card. The client must call the number on the back of their card to verify the charge.
