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  • 1.  Credit Card Errors

    Posted 12-05-2019 13:54
    Hello,

    In the past two days I have gotten two complaints of registrants recieving errors trying to use their credit cards "Something went wrong". Usually I chalk these up to user-error, but two in two days seems a little fishy.

    They've both contacted their banks and everything is ok on that end. Any ideas?
    #Flex-Creating/ManagingEvents

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    Ravenna Legare
    Communications Coordinator
    California County Superintendents Educational Services Association (ccsesa)
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  • 2.  RE: Credit Card Errors

    Posted 12-10-2019 15:46
    I had that same problem a couple of years ago, and it was the users card - nothing with Cvent. It took a lot of back and forth, but eventually they were able to provide another card which worked just fine.

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    Rebecca Quinn
    Corporate Events Manager
    Transplace Texas, LP
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    Original Message


  • 3.  RE: Credit Card Errors

    Posted 12-10-2019 16:19
    Try duplicating the issue by registering yourself with your company card. If it goes through, you know it's something on their end (and you can refund yourself). If it doesn't go through, I would contact Tech Support to get some assistance.

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    Lori Wildman
    Senior Marketing Manager
    DuCharme McMilllen & Associates
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    Original Message


  • 4.  RE: Credit Card Errors

    Posted 12-10-2019 17:34
    If the expiration date is before the actual event, it may not let them use the card.  A work around is adding a different date that the system will accept, but then you'll need to go back and remember the expiration date is dummy info.  Hopefully this isn't the case though and was just a hiccup!

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    Kayla Sisco
    Convention Coordinator
    Impact XM
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    Original Message


  • 5.  RE: Credit Card Errors

    Posted 12-11-2019 08:19
    We typically experience card issues with AMX. The other cards never seem to have an issue. User always checks with AMX and they say fine on their end. But AMX is declined even after they speak with AMX.  Cvent help desk refers me to our merchant acct bottom line all entities say the issue is not on their side - frustrating for all.  The only work around we found is to have accounting run card outside Cvent and we enter registration as a pre-paid.  Perhaps this will work for you.

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    Sherry Mountford
    Sr Director, Tradeshow and Events
    Asembia
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    Original Message


  • 6.  RE: Credit Card Errors

    Posted 12-12-2019 13:09
     This has happened to us before and I never thought about the expiration date being a factor. Can anyone confirm this actually may be the case in some instances? As a workaround we typically have our Accounting team create and invoice and pay offline then update the registration as paid once the invoice has been paid.

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    Chelsea Benge
    Events Software Specialist
    Leading Real Estate Companies of the World
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    Original Message


  • 7.  RE: Credit Card Errors

    Posted 12-17-2019 16:07
    I get this issue often as well, and it is usually the same people who are experiencing this. They assure me that their cards work fine. I've noticed the biggest culprits are using IE as the browser, using an AMEX, or the billing address is wrong, particularly the zip code. If they left the idle for sometime, that may also contribute. I tell them to try the following:

    • Clear all cache and cookies
    • Use google chrome or firefox as the browser. We see the most errors in Internet Explorer
    • Double check the credit card number and billing address
    • Use a different credit card

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    Selina Lara
    Meetings Assistant
    ICI
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    Original Message