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Unknown Gateway Error

jaushmanjaushman Member
in Bugs & Feature Requests edited January 2012
Are you all receiving any reports of issues for users processing through Authorize.net? We have had several customers for one of our customers complaining that they cannot complete orders because of an "unknown gateway error". Our client confirms that the charges are posting to Authorize.net but transactions cannot be found in the FoxyCart admin or datafeed. Errors started around 3:00pm CST.

Here's the error message that shows up on the checkout page:
Error: There was an unknown gateway error. Due to the nature of this error, you may want to contact us to ensure your card wasn't already charged and/or to process your order manually.
Comments
  • lukeluke FoxyCart Team
    Hello @jaushman. Thanks so much for bringing this to our attention. We just sent the following email to all the users of the stores that were impacted by this issue:
    Hello FoxyCart user.

    In attempting to fix a bug where a gateway could authorize a transaction but time out (thus failing to give our systems any indication of a problem), we actually exacerbated the problem, and in the brief period of time that this incorrect code change was on our production system, your FoxyCart store was impacted. We're still analyzing the scope of the issue and will follow up with each impacted store individually, giving you as much information as we have available.

    The issue began at 01/25/12 12:45 PM PST and continued until 01/25/12 02:05 PM PST. During that time, your customers were shown the following error message during the checkout process:

    "Error: There was an unknown gateway error. Due to the nature of this error, you may want to contact us to ensure your card wasn't already charged and/or to process your order manually."

    It is our understanding that they were charged, even though the transaction was not completed. We'll follow up with the details of each of these transactions so you can deliver the products the customer paid for. The "errors" section of your FoxyCart admin will also have further details and contact information for the customer which they included during the checkout process.

    We take these issues very seriously and feel terrible about them. The only explanation we can give here is that we messed up. The change that went live today was very minor (or so we thought) and, it appears, our quality assurance testing suite was not run as it should have been. We'll be taking steps to ensure all gateway changes are thoroughly tested to ensure this type of mistake is not repeated.

    We sincerely appreciate you trusting us for your ecommerce needs and will continue to work hard to earn that trust. Please keep an eye out for a follow up email with more details about the individual errors that took place for your store.

    - Luke and Brett, Co-Founders
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