Scenario: You compare the Credit Card provider's transaction report against your WEB session and it doesn’t match.
99% of Web Session issues result in incomplete payment data during the Credit Card Authorization. The most common issue is the Taxpayer closing their browser before the payment success page is displayed. Remember if you regularly perform a function successfully and then it does not work, the issue is usually bad data on that payment.
Check the following items:
Compare the Credit Card Providers report against the Web Session / View Receipts (excel or pdf). You must locate what payment is missing.
Once the payment is identified, go to the PIDN in iGov and confirm that the amount due is still showing on the PIDN.
Process the payment as an “Offline Credit Card” payment.
Since this was done in a web session, you will want to move this new payment receipt into the WEB session so it is in balance. Balance / Create Deposit / Move Receipt button.
The above is a rare circumstance. If the above instructions do not solve your issue then contact support and the ticket will be elevated.
If you confirmed the above troubleshooting items then a support team member will need to review the PIDN you are trying to pay.
Version 5.0 of iGovServices
Last updated on: 12/16/2022
Updated by: CS
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