We're getting auth timeouts. Just called Vantiv and the problem appears to be on their end. Anyone else seeing similar issues?
I'm so glad I saw your post right before my Box Office called. Apparently, we're getting the same error here. Did Vantiv give you any idea on the timeline or any assurance that the charges aren't going through on their end? I've had experiences in the past where my card readers timed out and the authorization wasn't passed to Tessitura, but the card was still charged by Vantiv.
No other info, unfortunately. The recording picked up right away and said we should call back if the problem isn't resolve IN AN HOUR. Wut? Some auths are going through, others are timing out.
Same here!
We use Payment Express and they sent the following information to us a few minutes ago:
Merchants transacting via Vantiv are experiencing a higher than normal percentage of transaction failures Vantiv have advised that they have identified an issue and are working to resolve it.
Not overly useful other than knowing it is on the radar of other payment gateways who transact with them.
Have you checked Vantiv's app to make sure they aren't authorized there and just not in Tess? It's a pain, but much better than double charging patrons.
FYI - we received a communication from Payment Express indicating that the Vantiv issue was resolved, at least based on what they are seeing. Hopefully that is truly the case!
Unknown said:Their customer service is the worst!
Agreed. Customer hostile.
Here at the Guthrie we experienced six error 1009's and three 1001's between 11:41AM and 12:06PM CT. All clear since then.
Nancy ShelehedaSr. Director of Application Development and Support ServicesPittsburgh Cultural Trust803 Liberty Avenue, Pittsburgh, Pa 15222412-456-1387 Sheleheda@trustarts.org | TrustArts.org
Hi,
We've since discovered (a triple charge). I'm wondering where you are seeing this error. We only use Vantiv as a gateway. I checked t_cc_server_log and there was no record and also run the "Incomplete CC Transactions" daily (no record there either).
Thank you.
I found out today that it appears some charges may have authorized in Vantiv during this issue that did not transmit back to Tessitura. I'm going to dig into it here once we can figure out all our Vantiv login info. Anyone else hear of this yet?