UPDATE: THE ERROR HAS BEEN CORRECTED. LOOKS LIKE WE IMPACTED REGISTRATION FOR ABOUT 2 HOURS. FULL REPORT LATER.
POSTMORTEM: One of our employees was handling a support call when they inadvertently accessed a configuration page on our Administrative pages. They accidentally reset a merchant identifier parameter that is used to pass transactions to the credit card network. To make sure this does not happen again, we are adding a double password to this page, as well as some others that could cause site wide issues if not set correctly. As a side note, I am happy that we support customers 365 days a year and also that we have the type of configuration flexibility in our Administrative pages. I’m also happy that we were able to figure out this problem quickly and we have a plan where it will not happen again.
ORIGINAL POST: Our payment Gateway, Braintree, has been having issues since about 3:15 this afternoon. This is impacting all races with Manual Payments. If your race has Direct Payments, it is not being impacted at this time. We are working with Braintree to try to resolve the issue as soon as possible.
You can go into your Race Dashboard, click on the Race Wizard and then Payment Details to change to Direct Payments. This should resolve issues if you have that information.
Users are seeing this error:
“Payment failed. Please check your credit card information or contact your credit card company. Credit card processor returned error: Credit card payment failed. (Error Code: 91553B) Sub merchant account requires a service fee.”
We certainly apologize for the problems and are trying to resolve as quickly as possible. We will post a status here when it is fixed or there is an update.