I’m okay

Error on subscription signup

You probably have error alerts for this already, but I'll fill you in with details anyway.

I'm getting a NoMethodError signing up for a subscription:


Unable to authorize payment
The payment system is not responding. NoMethodError

No money has been taken from your account. We apologize for the inconvenience. Would you like to try again?

If this error persists, please do try again later.


This is for an account using the eWay payment gateway and AUD for currency. Those are pretty new features, so it might be a problem with that? It looks like the subscriber records have been created despite the error too.

Thanks in advance for your response!
1 person has
this problem
+1
Reply
  • Apologies for this - eWay support is very new and obviously isn't working quite right yet. We're on it!
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated

  • EMPLOYEE
    I’m confident
    A quick update: we've identified the problem and are working on a fix. You're the first folks using eWay in production, and you've turned up a limitation we didn't realize until now. Turns out eWay does not support authorizing a purchase as a separate step from capturing the payment. We use authorizes to validate cards in two situations:

    * First period free
    * Change of payment details

    What this means is that we won't be able to validate your customer's card when they do those things, so they may be invalid and fail at renewal. This isn't any different from a normal renewal failure, and no one will get free access, but you may experience more renewal failures than normal.

    I hope this makes sense, and I'll let you know as soon as we've fixed things to support the fact that eWay cannot authorize.

    Sorry for the trouble!
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated

  • EMPLOYEE
    I’m thankful
    We've fixed this, so give it a whirl and let us know if it's working for you now. Thanks!
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated

  • I’m happy
    Thanks for the quick response (and action), Nathaniel!

    It looks like the subscription signup works nicely now. We'll let you know if we do encounter more problems.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated

  • I’m thankful
    I thought I'd add this to the same ticket.

    Subscription yesterday was successful, but we got an email with this a couple of hours later:


    Duration: 365 days
    Price: $145.00

    Error: Required XML tag(s) missing, or incorrect case used. Required tag Name(s): ewayCustomerAddress, ewayCustomerPostcode Please verify your subscription settings as soon as possible to ensure uninterrupted service:


    I'm not sure if renewals are really scheduled at large intervals or if there is a problem with trial period handling too, but this particular subscription got renewed a couple of hours after signup when (even the subscription page says) the trial period was supposed to end much later.

    Thanks so much!
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated

  • That is definitely a problem - we're researching now.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated

  • OK, you've run into an set of forces we don't handle well at this point, let me try to explain the pieces and we'll work with you to find the best solution:

    * First, the way we currently handle renewals is that we run them a day in advance in case the card isn't good, so that the user will have some time to fix their payment details before their access lapses.
    * Second, the first charge on an "initial period is free" plan is handled like a renewal.
    * Third, since we can't pre-authorize a card against eWay, any issues with running a transaction won't show up until we attempt the first purchase.
    * Fourth, many gateways have their risk controls turned up very high by default, meaning that they will fail a transaction if it doesn't have extra fields. In this case eWay is requiring the billing address and you don't have Spreedly set to collect it.

    So here are a few proposed solutions:

    * You should immediately either turn down the risk controls on your eWay account to not require billing address (recommended) or go into your Spreedly site details and set it to collect billing address. This should fix the error that was encountered when the initial purchase was attempted. I'd recommend setting up a test plan that charges immediately and running your own transaction against it to make sure you can charge successfully against eWay.
    * Because of the way renewals work at this point, a one day free period will not give a full 24 hours before the card is charged. We've only had folks doing longer periods up till now (typically one month) so this is just a new issue for us. What we're considering doing is changing Spreedly so that instead of renewing early it will instead attempt the renewal on time and extend a grace period of 3 days if the charge fails. I'm not sure how that will affect you - what would work best from your perspective?

    I hope this makes sense, and don't hesitate to hit me up for clarification. We want to work with you to find the best solution, so let us know how we can help. Thanks!
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated

  • I’m confident
    Sorry for not having responded sooner.

    We're usually supposed to work with a 30-day trial period, but reduced this temporarily for testing purposes, so really no need to fix that up ASAP if specifically for us. I gather a two-day trial period should work for work?

    Will be testing again in a bit. Thanks!
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated

  • EMPLOYEE
    I’m excited
    Yes, a two-day trial will charge no sooner than 24 hours after subscription. Let us know how the test goes and if there's anything we can do to help!
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated

  • I’m confident
    Nat, we're getting this email (on first "renewal") now:


    Error: Invalid Amount. Your credit card has not been billed for this transaction. TotalAmount= 14500.0 Please verify your subscription settings as soon as possible to ensure uninterrupted service:


    That's for 145.00 AUD.

    Thanks again!
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated

  • Well that certainly doesn't look right! We'll investigate, though it may be tomorrow (US time) before we have an answer. Sorry for the delays!
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated

  • Hi Kristina,

    I've spent some time looking into this and it looks to me like that's the error message that's coming back from the eway gateway. I tried to research what circumstances could cause that error but I haven't found anything definitive at this point.

    Here are some brainstorms about what *might* be the issue. We'll be looking into this more first thing in the morning, but for now, here are some ideas I've come up with:

    * Could there be an amount charged over which eway requires some kind of approval?
    * Could it be that there's not enough $ on the card? (unlikely since there is an insufficient funds result that they could send).
    * Can you try running adjusting your subscription plan temporarily to not have the "Collect payment details immediately but only charge after the first" checked? Can you try with a small amount like a dollar or two?
    * The fact that it's saying 14500 is legitimate because eway requires us to send the number of cents.
    * I wonder if eway might be able to provide more information as to what can cause that error message. I can't seem to find any additional explanation other than this:
    http://www.eway.com.au/Developer/Down...

    I hope one of these ideas bears fruit! We'll try to follow up with you again in the morning.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated

  • We're chewing on this, and are double-checking to make sure we're passing the amount field correctly. That said, any insight you can give us on the eWay side would be helpful - did the transaction show up as failed in your eWay console? Any additional detail there?
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated

  • Kristina, any thoughts on this? We hate that it's not working for you, but aren't sure what else to do without knowing some more about your eWay setup and/or what you're seeing in regards to this in your eWay console. Let us know what we can do to help!
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated

  • Hi,

    Could there be an amount charged over which eway requires some kind of approval?


    Hmm, I doubt this. We've actually been charging the same amount on the live site (not yet using Spreedly) and have also worked with other amounts in the past, but haven't had to do any kind of approval like this so far.

    Can you try running adjusting your subscription plan temporarily to not have the "Collect payment details immediately but only charge after the first" checked? Can you try with a small amount like a dollar or two?


    Will get back to you on this in a couple of hours.

    It looks like the eWay console doesn't provide us with a log of API errors. What we have is a list of failed transactions, none of which are from the tests using Spreedly.

    Thanks for the support!
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated

  • Thought I'd ask. Do you process transactions on eWay as individual transactions, with Rebill, or as managed payments? ..
    • Heh, ignore this comment.

      I wasn't sure if auth credentials really were necessary for creating customer records and Rebill events, or if the API connector we use was just using extraneous auth credentials that needed to be valid only because specified. I checked, the username and password are indeed required for Rebill and managed payments, so I suppose you're not using either.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated

  • Hmm, I attempted a purchase for 2 AUD with no trial period and got this error message:

    Unable to authorize payment

    No money has been taken from your account. We apologize for the inconvenience. Would you like to try again?

    If this error persists, please do try again later.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated

  • Kristina, what this means is that there's some kind of important difference between the eWay test environment and the production environment (since we've successfully run exactly the test you just outlined against the test environment). We have some ideas about how to figure out what the difference is - can you drop me an email at support@spreedly.com so we can discuss?
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. indifferent, undecided, unconcerned happy, confident, thankful, excited kidding, amused, unsure, silly sad, anxious, confused, frustrated