Reservations Credit Card Processing Errors

There's many root causes to credit card processing errors, failures and declines.

TROUBLESHOOTING
We recommend troubleshooting some of the options below before contacting CellarPass technical support.

Invalid Password or Credentials
The most common issue is someone accidentally changed the credentials for your payment processor.
It's important to understand that at anytime you change the username or password related to your payment processor, you MUST update CellarPass settings to ensure that your credit card processing remains unaffected. 

1. In the CellarPass admin panel, select Business from the left-hand menu.
2. Select Apps & Integrations. 
3. Scroll down to locate Payment Gateway (Reservations) section.
4. Click the Setup button.
5. Doing so will expose the credentials used for your payment gateway.
6. Review the details and update if needed.
7. Click the Activate button when done.
8. Next click the Save button.
9. Complete a test booking via the admin panel. This could be easy as booking a reservation for yourself for $1.00 using your own personal credit card, confirming the charge was successful, then cancelling the reservation. Be sure to choose a Deposit Policy that requires immediate payment. We recommend using the Charge Upon Booking- Accept Declined option because if the card fails, you can re-use the same reservation to try to process payment again. 

Processor Not Setup For Payment Type
Typically this happens when someone accidentally updates the settings within CellarPass to accept American Express or Discover without the processor being setup for it. Best solution is to call your credit card processing company.

Payment Failure Versus Payment Declined
You will typically receive a Payment Failure message when either your credit card processor is experiencing network issues or your own internet connection is suffering issues. We recommend checking your connection first and see if that remedies the issue. If this continues, we recommend contacting your credit card processing company.

We Switched Payment Gateways or Processors
If you changed credit card processors and/or payment gateways, this is something that should be done carefully. We recommend contacting your CellarPass account manager BEFORE making any changes. That way a cutover plan can be established, resulting is less problems later on.

Contact CellarPass Support
Once you've exhausted all the above, please submit a support ticket.