Any one out there with a solution to the on going credit card processing fails?

boonysmithluparell · June 5

I just hung up with level 2 - spoke with Luke. I have never known anyone to respond so apathetically to an issue. We have several customers who's cc payments are being declined for "Generic Declines". Yesterday's excuse from Sitelink was the customer needed to remove and re-enter their info in order for the payment to process - which didn't work. Today Luke admitted it is a security issue, but no one knows where the issue is coming from, so they can't fix it. What???!!! I have thousands of dollars sitting out there not processing - and no answer to fix the issue? Luke admitted it as been going on for months and a solution has not been found. Has anyone been told the same or different? Have you found a fix? Our software provider and sole processor cannot find one, so I am reaching out to the folks on the front line that may have more insight. Thanks in advance.

igotthisnow · June 5

Last week I had quite a few complaints about payments being rejected. I never got a clear answer as to why! I also tried paying online and my card was rejected. I was told last year they were aware of a problem, but couldn't find it.

BusyProperties · June 6

I have had quite a few this week as well (generic decline). Not sure what the issue is

jimbo1956 · June 6

It's been going on awhile --but hey ---we have a new logo

boonysmithluparell · June 6

Jimbo1956 best answer yet! I see we could be fast friends!!

storable_support · June 6

Hi @boonysmithluparell , and thank you for sharing your experience. I completely understand how frustrating this situation must be and I want to sincerely apologize for how this has been handled so far.

I’ve escalated your case with our support team, and they are actively investigating the specifics. They’ll reach out to you directly to help resolve this.

To everyone else who’s commented, thank you as well. We hear your concerns, and we’re aware of an issue that can lead to these types of declines in certain cases. We’re actively working with our payment processing provider to reach a full resolution. In the meantime, our support team can assist with a workaround that has resolved this for others.

We truly appreciate your continued feedback and patience as we work through this.

igotthisnow · June 6

Part of the issue, likely is that Storable is owned by EQT Group a private equity firm in Sweeden. They own a majority interest in 506 different companies, so I'm not sure we're a priority. Most employees at Storable work hard, but once founder ownership is given up they can only do so much. It's a pattern in our modern society...

GM_SJ_BSS · June 7

If there is a workaround that has resolved for others why not just share with everyone in a mass emailing or something.

sonyawiprud · June 8

GM_SJ_BSS said:

If there is a workaround that has resolved for others why not just share with everyone in a mass emailing or something.

@storable_support THIS!! Come on! You can see that all of us are experiencing the same issue, you expect us to call your support team individually to get the secret to success?? Post the workaround here at least, please.

storable_support · June 9

Hi @GM_SJ_BSS and @sonyawiprud I completely understand the frustration, and I want to clarify that the workaround requires action from our support team on the backend on the affected payments. If you are experiencing any issues with payments, don't hesitate to get in touch with our support team.

Any one out there with a solution to the on going credit card processing fails?

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