Overview
If you encounter an error while charging a credit card, the system provides detailed error information that can help identify the cause and resolution.
Where to Find Payment Errors
You can review payment-related errors by navigating to:
Go to → Reports → Payment Error Logs
The Payment Error Logs display error codes and messages generated during failed payment attempts.
Common Error Messages and Their Solutions
1. “TokenExID cannot be empty”
Cause: Credit card token information is missing.
Solution:
Re-enter the credit card details and try charging again.
2. “API Key cannot be empty”
Cause: Payment gateway credentials are missing or not configured.
Solution:
Re-enter and verify the payment gateway credentials.
3. “Authentication failed”
Cause: Invalid or incorrect payment gateway credentials.
Solution:
Re-enter and confirm the payment gateway credentials are correct.
4. “Null action passed to method”
Cause: Incomplete or missing guest address details.
Solution:
Ensure the guest address is fully filled in the reservation.
Verify all mandatory address fields are completed.
5. “CVV Value not present for supplied token.”
Cause: CVV number is missing or incorrect.
Solution:
Re-enter the credit card details with a valid CVV number.
6. “Input data can only contain numeric values”
Cause: Non-numeric characters entered where only numbers are allowed.
Solution:
Ensure mobile number and ZIP/postal code fields contain numbers only.
7. “Input data must be alpha-numeric”
Cause: Special characters entered in the guest address fields.
Solution:
Remove special characters from the guest address.
8. “Input data cannot be an empty string”
Cause: Required guest information is missing.
Solution:
Complete all mandatory guest information fields in the reservation.
When to Contact Support
If the issue continues after verifying the above:
Capture the error message from Payment Error Logs
Share the reservation details and error information with GraceSoft Support
Email: support@gracesoft.com
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article