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See detailed logs from the time of the transaction for the specific cause of the failed payment. The resolutions below address three possible sets of circumstances.

If the transaction is not reflected in your credit card processor or external system:

1. Click the ellipse on the batch and go to Virtual Tape.
2. Locate the transaction with the error icon/pink highlight.
3. Click the ellipse next to the transaction and select Resubmit.

If the transaction is reflected in your credit card processor, but not in your external system.

1. Note that you will want to pause credit card transactions at your site during this process.
2. Go to Tender Type settings in Administration.
3. Select Edit on your Credit Card tender type.
4. Under the Advanced tab, turn Real Time Authorization off.
5. Save.
6. Resubmit the transaction as outlined above. 
7. Very important: Repeat steps 2-5 to turn Real Time Authorization back on. Do not take a new credit card transaction without this setting on.
8. Choose your credit card processor from the Processor drop down.
9. Save.

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Retake the transaction using a tender type that does not have Real Time Authorization enabled. We do not recommend turning off Real Time Authorization in your credit card tender settings, even temporarily, as any transaction taken while it's off will not charge citizens. 

For instructions on setting up a Credit Card Corrections Tender Type, see: The entire receipt associated to this tender must be re-entered using a substitute credit card tender type

If the transaction is reflected in your processor and external system, but there's still an error.:

1. Click the ellipse on the batch and go to Virtual Tape.
2. Select the affected transaction by clicking the checkbox.
3. Go to the Tenders tab in the right-hand window.
4. Click the ellipse next to the transaction and select Resolve.

Regarding Real Time Authorization

• Because turning off this setting disables the connection between Cashiering and your credit card processor, it is imperative that it is off for as little time as possible. If the transaction fails to resubmit with Real Time Authorization off, it is recommended to turn the setting back on regardless. In this event, export the error logs and contact Tyler Cashiering Support for further troubleshooting.
• Turning Real Time Authorization back on without resetting the processor will result in the error message Payment processing gateway not defined when attempting to take a new credit card payment. That drop down menu is set to clear out when you turn Real Time Authorization off, therefore is must be set again when you turn the setting back on.

Regarding Resolve

The Resubmit function will attempt to call to the external system again to create a record for the transaction. If the original cause of the error that sent the transaction to pending has not been addressed, resubmitting the transaction may fail with the same error. 

Resolve, by contrast, does not communicate to the external system. It is a way to mark a transaction as receipted/voided so that the batch can close normally. Typically, Resolve should not be used if the transaction is not reflected in the external system

, or it should be used with the understanding that any transaction that is Resolved must be entered manually into the external system.