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corry12
Level 1

Card Security Code Match

Starting from today we are unable to verify Card Security Code Match for any transaction we process. It says "N/A" for all transactions

5 Comments 5
corry12
Level 1

Card Security Code Match

Usually after we submit a credit card charge and review Card Security Code Match it says either Yes or No. Today we are unable to such an important anti-fraud security verification as Security Code Match, it always shows N/A. Is anyone else experiencing the same issue? 

Kristine Mae
Moderator

Card Security Code Match

Entering the card security code (CVV) is important, Corry12.

 

It's used to verify the authenticity and validity of a credit card. This is the reason why we let you enter the information every time. 

 

I've checked our records and haven't seen any open cases the same as yours. You're probably experiencing some browser issues. We'll try a few steps to fix it. Let's start with opening QuickBooks Online through an incognito window. It's the best place to know if you're encountering some browser hiccups. These are the shortcut keys:

  • Google Chrome: press Ctrl + Shift + N 
  • Mozilla Firefox: press Ctrl + Shift + P
  • Safari: press Command + Shift + N

If you're able to process the security verification using the private browsing session, go back to your regular browser and clear its cache. We advise our customers to delete them now and then. It prevents and fixes web issues.

 

In addition, you can use a different web browser. It could be the browser you're using has issues with our program.

 

Let me also add the article on how to fix customer's declined credit card payments as a future reference. 

 

You can get back to this thread after trying the steps to keep us updated. We're just around to help you.

corry12
Level 1

Card Security Code Match

Hello,

 

Thank you for your help.

 

The issue has nothing to do with the browser. It seems I didn't explain my problem clear. Let me try again:

 

1) We are using Quickbooks Enterprise Solution, not a Quickbooks Online.

 

2) We are processing credit card payments through Quickbooks (Customer->Receive Payment->Credit Card...)

 

3) When we process credit card charge via Intuit Merchant Center (using internet browser) - we do see "Card Security Code Match" has a correct value ("Yes" or "No" for each transaction). However, when we process the same credit card transaction via Quickbooks (Customer->Receive Payment->Credit Card...) the "Card Security Code Match" field is always "N/A". So the problem is not with Merchant Center, it is somewhere in our QuickBooks. The problem has started today. The problem is huge for us because we lost the ability to verify each transaction by security code. 

 

I spent a day on the phone and chat today and was getting the same strange advice to try another browser.

 

I am attaching the file that shows one of many transactions with "N/A" in the Card Security Code Match field.

 

Can you please provide help for this problem with Quickbooks Enterprise Solution?

 

Sincerely,

Corry

 

RCV
QuickBooks Team
QuickBooks Team

Card Security Code Match

Thanks for clarifying things and providing us in-depth details of your credit card payments concern,corry12.

 

I appreciate the time and effort you've spent with one of our support agents. I'll personally share your feedback with our Customer Support Team regarding this one. We'll be able to take action on improving our customer service.

 

All transactions where the credit card number is keyed will require a card verification value (CVV) to process. To better isolate this issue, let's try receiving the credit card payment in a sample company file or on the other one you have in QuickBooks. This helps us to check if you're having a problem with only one file and not the program itself.

 

Here's how: 

  1. In your QuickBooks, go to the File menu at the top left.
  2. Choose Close Company.
  3. In the No Company Open window, click the drop-down arrow in the Open a sample file icon.
  4. Choose a sample file and click on it.

Then, try receiving and processing credit card payments in QuickBooks again.

 

If it works, it's possible there's a damaged data on the main company file causing the ) the Card Security Code Match field tagged as "N/A". Let's repair your company file using the Rebuild Data tool. Just follow the steps and details in this article: Fix data damage on your QuickBooks Desktop company file.

 

If the same thing happens, I'd suggest contacting our QuickBooks Technical Support Team (with your case or reference number). They'll pull up your account in a secure environment and investigate what's causing this issue. Here's how to reach them:

 

  1. Click the Help icon on the top menu. 
  2. Choose QuickBooks Desktop Help
  3. Tap Contact us.
  4. Select Search for something else and enter your concern in the Tell us more about your question: field. 
  5. Tap Search
  6. Choose Start a Message or Get Phone Number to connect with our support. 

I've got a link here that provides you with articles about managing customer payments: Process customer payments with QuickBooks.

 

The Community will always have your back if you need a hand with reconciling your bank accounts or any QuickBooks related. Wishing you and your business continued success.

corry12
Level 1

Card Security Code Match

Thank you so much. Now it makes much more sense.

 

I did a test credit card payment transaction using our month old company file recovered from backup (the issue started just today so we didn't have any issue one month ago).  My test transaction on old company file shows the same problem: "N/A" in the Card Sercurity Code Match field, so there is nothing wrong with the current company file. The problem somewhere in our account somehow related to Quickbooks program and not related to Merchant Center. I will follow your advice tomorrow to contact Quickbooks support again. 

 

Thank you so much for your help and guidelines how to proceed. 

 

Sincerely,

C

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