Setting up any integration can sometimes come with its share of challenges. If you're experiencing issues with your Helcim WooCommerce integration, don't worry!
This article will help you troubleshoot some of the most common problems and get your online store back on track.
In this article
Understanding Verify and Purchase Transactions
Issue: You're seeing two transactions in your Helcim account for each WooCommerce order: one "Verify" and one "Purchase."
Explanation: This is normal behavior for the Helcim WooCommerce plugin. Here's why:
The plugin uses Helcim.js to securely collect and verify the customer's credit card information. This verification creates the "Verify" transaction.
Once the card information is verified, the plugin uses the Helcim API to process the actual payment, creating the "Purchase" transaction.
Fixing "Missing Cardholder" Errors
Issue: You're seeing an error message like "Something went wrong please contact the Merchant. Missing Cardholder Name - Missing Cardholder Address - Missing Cardholder Postal Code."
Explanation: This error usually happens when your WooCommerce checkout page is set up to only collect the shipping address. Helcim needs the billing address information (Cardholder Name, Address, and Postal Code) to process the payment. Simply enabling the "Use same address for billing" option in WooCommerce won't solve this.
Solution: In your WooCommerce checkout settings, make sure the primary form is set to collect the Billing address. You can then enable the "Use same address for shipping" option if you'd like to offer that convenience to your customers.
Fixing "Missing Amount" Errors
Issue: You're seeing an error message about a missing amount in your Verify transactions.
Solutions:
If you're using Helcim.js for WooCommerce, confirm that the transaction type is selected as "Card Verify (Tokenize only)" and not "Card Purchase."
If you're using a “Direct Integration” as your payment method, Helcim.js is not required. However, you'll need to ensure you've met the PCI DSS requirements to accept full card numbers.
Resolving "Invalid Card Number" Errors
Issue: You're getting an "INVALID RESPONSE - Sending Full Card Number is Not Allowed" error when using direct integration.
Solution: If you're using direct integration and sending full card numbers via the Helcim API, you must meet the obligations of PCI SAQ-D. Contact Helcim support for information on obtaining your PCI SAQ-D. Once your account is reviewed and the PCI requirements are met, you'll be able to send full card numbers.
Correcting Account ID Errors
Issue: You're seeing an "INVALID RESPONSE - Missing or Invalid Fields - Account ID" error.
Solution: This error means that the Account ID in your WooCommerce plugin settings doesn't match your Helcim account. Double-check your Account ID in your Helcim account (it's found under All Tools, Settings, and My Account) and ensure it's entered correctly in WooCommerce. Remember that your Account ID is different from your Helcim ID.
Deactivating Test Mode
Issue: Transactions aren't processing, and you suspect it might be related to test mode.
Solution: Ensure that Test Mode is turned off in both your Helcim.js configuration and your WooCommerce plugin settings. Also, double-check that you've selected the correct terminal in your WooCommerce configuration, especially if you created a test terminal.
Next steps
We hope this troubleshooting guide helps you resolve any issues you're experiencing.
If you're still having trouble, Helcim's support team is happy to assist you. You can reach out to us by opening a Support Ticket in your Helcim account, or by giving us a call.