Problem #

A problem occurred while attempting to process payment with a merchant gateway, but there is no corresponding entry at Billing > Gateway Log.

Cause #

In this scenario, the problem is often that the client does not have a card on file in WHMCS.

Troubleshooting #

To confirm that this is the problem:

1. Go to the client’s profile’s Summary tab.
2. Check the Pay Methods section.

If this is the issue, a No Pay Methods message will appear in this section.

If there are payment methods in this section, this is not the issue.

• For tokenized payment methods, check whether the Token ID value for the payment method is valid and corresponds with a token at your payment gateway.
• For locally-stored credit cards, enter the Encryption Hash value from the configuration.php file and verify that the complete credit card number displays.

Solution #

Ask the client to reenter their credit card details in the Pay Methods page within the Client Area.

Last modified: June 14, 2024