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.
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.
Payment Modal not appearing
Issue: The Helcim payment modal is not appearing after selecting credit card (Helcim) as your payment method.
Solution: On your Helcim API Configuration page, ensure you have the checkbox selected that you’ll be using this token with WooCommerce. Followed by enetering your domain URL below. We use this to verify that the API token is being used on the correct domain. This can be found within All Tools→ Integrations → API Access.
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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 on 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.
Version 4.0
Fixing "Missing Amount" Errors
Issue: You're seeing an error message about a missing amount in your Verify transactions.
Solution: If you are using Helcim.js as your payment method on WooCommerce settings, and ensure configuration is set to ‘Card Verify’
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 Settings→ My business→ Merchant Information and ensure it's entered correctly in WooCommerce. Remember that your Account ID is different from your Helcim ID.
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: Utilizing hecim.js will allow for best practice and avoid using full card numbers. If full card numbers are required 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.
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.