Common Errors & Issue Paying with a Credit Card

Scenario:  This question could have multiple situations to research depending on where the error occurred.

ASK: Is this a taxpayer portal payment or In Office payment

 Normally, the user means the Credit Card payment did not work, not an actual error message so please be clear in the support ticket about what is happening.

Check the following items:

• Is this a taxpayer portal payment or In Office payment?

• If the Customer says the drop down that normally says "Echeck or Credit Card" is empty and they can't pick it.  ANSWER - The block (type) field on that PIDN is wrong or empty.  Go to the pidn, EDIT the block to fix it and save.

• If you have never taken a credit card payment before, then confirm the values typed into the Settings / Payment Types match the values provided by your credit card provider.  This is usually set up and tested during training.

• If receiving an error such as “Header too long” or something about maximum length when you are being transferred to the Credit Card provider’s site that means the PIDN has too many line items outstanding and the provider can not handle all the line items in one payment.  Break up the payment into multiple payments of fewer line items.  (Any more than 15 lines could cause this).

• If the message is occurring on the credit card provider's website then that has to do with the customer's cc and not iGovServices.

• If the customer exits out before the payment success page is displayed the payment will be on the credit card site But not updated in iGovServices.  You will have an issue during balancing and will need to process an Offline Credit Card Payment.

If the above instructions do not solve your issue then contact support and the ticket will be elevated.

Version 5.0 of iGovServices 

Last updated on: 12/16/2022

Updated by: CS