MonkCMS Help

If you are experiencing dropped transactions or payment errors on your site, please review your ecommerce settings and transaction history for clues as to why your payment gateway cannot process transactions as normal.

1. Verify configuration settings

Frequently when a new site is set up, there are issues with ecommerce settings. Many times, these are due to incorrect settings in the site ecommerce settings tab, or perhaps the right data is placed the wrong field.

There are also occasionally issues with a merchant account not being fully set up or configured.

Authorize.Net

For Authorize.Net, the fields should be filled in as follows (Account > settings > API Login ID & Transaction Key)

Gateway User ID: API Login ID from Authorize.net
Gateway Signature/Transaction Key: Transaction Key from Authorize.net
Gateway Email & Gateway Password should be left blank.

PayPal Pro

For PayPal Pro, the fields should be filled in as follows (from Profile > API Access > View or Remove Credentials):

Gateway User ID: API Username
Gateway Password: API Password
Gateway Signature/Transaction Key: Signature
Gateway Email should be left blank.

2. Check transaction listings

Once all of the above fields are confirmed, attempt to run a transaction. If it fails, navigate to Ecommerce > Transactions in the CMS to review the transactions.

Look at the top of the list for the failed transaction. Click the "Not Present" link in the Transaction ID column to view details.

When viewing the details for a failed transaction, there are several fields containing useful information.

Authorize.Net

For Authorize.Net, the Authorize.Net Response Reason Text often contains useful information. Look up this code on the Authorize.net Response Code guide for additional information on codes that may be useful in troubleshooting.

PayPal Pro

For PayPal, the most useful field is the PayPal Pro Long Message. This will often contain the exact details on the issue. Alternately, the PayPal Pro Error Code can be used. Please refer to the Paypal API Error Code guide. Look up the specific error code and determine if there are any resolutions.

If these steps do not resolve the Ecommerce issue, please open a request with MonkDev Support.

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