Accept.js Encryption Failed

  • Resolved philippeprestwood

    (@philippeprestwood)


    7 months ago

    Several of my client’s own clients are having issues adding/changing their credit card info on my client’s website. Specifically, it’s saying “Accept.js encryption failed.” However, I can’t seem to figure out where to fix this, and although I was able to reproduce the error, a potential solution I thought might work did not work for the clients who ran into the issue.

    Unfortunately the only error message I got was “Accept.js encryption failed.” so I can’t even tell if this is a WordPress, WooCommerce or Authorize.net error. For example, searching for Accept.js bring up Authorize.net, and that particular error just gave me something vague (“A general error. Encrypting and transmitting the card data failed, either within the browser or at the Authorize.net servers.”) so I can’t tell what my next steps are to fix this.

    Any help to either resolve or at least narrow down a solution would be greatly appreciated. Thanks!

    The page I need help with: [log in to see the link]

Viewing 9 replies - 1 through 9 (of 9 total)

  • Hey there, @philippeprestwood! Thanks for contacting us. I’m happy to help you.

    Where are you seeing this error? On the frontend, the browser console or the error logs?

    Can you please share a screenshot of it? I recommend using https://snipboard.io. You can share the direct link to the image as a response to this topic.

    Which payment gateway are you using? Have you tried different gateways?

    You mentioned several people are getting this error, so not everyone is, correct? Can you please share the steps you took to replicate it?

    You also mentioned thinking on a possible solution that did not work. Can you share more details about it with us?

    Furthermore, I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:

    System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.
    Fatal error logs (if any) under WooCommerce > Status > Logs. Then you can use the selector to search for Fatal Errors.
    You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

    Looking forward to your reply.

    Have a wonderful day!

    Thread Starter philippeprestwood

    (@philippeprestwood)

    Hello @carolm29! Thanks for the reply. I’ll answer the questions as best as possible.

    First off, here’s a couple screenshots of the error:

    I’m seeing this error on the website itself, albeit on the link I provided in the original post. More specifically, when a user logs into their account and wants to change their credit card info, all attempts to do so is met with that error. My client (Dr. Mally, who runs the site) mentioned that a few of his clients have run into this issue, but I have not been able to connect with all of them, just one (who also provided the above “User’s Screenshot”; let’s call them “Albert”). I am unsure if it’s EVERYONE, but because I was able to reproduce the error myself (“My reproduced screenshot”) it appears to be an endemic problem.

    The steps I used to reproduce the problem was:

    • Log into my account on the site
    • Go to the “Payment Method” page
    • I have an existing credit card added, so I try to add a second credit card via “Add payment method”.
    • Filling it out then clicking “Add payment method” will see it process for a second, then return with the error message.
    • (Here is a quick screenshot step-by-step guide: https://snipboard.io/tGXHlA.jpg)

    The site is using Authorize.net for the payment gateway. My client has used other payment systems in the past, but prefers to stick with Authorize.net.

    The solution that did not work was, as seen in my step-by-step guide, there is already an existing credit card saved. In my case, I was able to click “Delete” to remove it, and then I was able to add in a new credit card. However, when I shared this with “Albert”, they said it did not work for them because they already don’t have an existing credit card saved. So like, my error came because I couldn’t add a second credit card, but “Albert’s” problem came because they couldn’t add any credit card. But even if “Albert” was able to do things the way I did, only having one credit card at a time is not a viable solution.

    Here is the info I got from the Support logs you requested: https://pastebin.com/kGBNk3LN

    I (think I) found my transaction in the Woocommerce Logs, but it’s got too much sensetive info to share here. However, I can’t seem to find anything within the Woocommerce messages that say what the error might be. In fact, it appears that Woocommerce doesn’t see any errors? This was from a transaction I performed last week when I first encountered the problem (some data removed for privacy purposes):

    • 2024-04-17T19:50:15+00:00 Debug Info: Getting all saved payment method details from Authorize.Net for Customer Profile ID: xxxx750
    • 2024-04-17T19:50:15+00:00 Debug Posting to:
      • https://api.authorize.net/xml/v1/request.api Request: Array ( [getCustomerProfileRequest] => Array ( [merchantAuthentication] => Array ( [name] => ****7fG2 [transactionKey] => ****f26Bj ) [customerProfileId] => xxxx750 [unmaskExpirationDate] => 1 ) ) Response: Array ( [profile] => Array ( [paymentProfiles] => Array ( [0] => Array ( [defaultPaymentProfile] => 1 [customerPaymentProfileId] => xxxx363 [payment] => Array ( [creditCard] => Array ( [cardNumber] => XXXX3364 [expirationDate] => 20xx [cardType] => Visa ) ) [billTo] => Array ( [phoneNumber] => +xxxx [firstName] => Philippe [lastName] => xxxx [address] => xxx [city] => xxxx [state] => xx [zip] => xxxx [country] => US ) ) ) [profileType] => regular [customerProfileId] => xxxx750 [merchantCustomerId] => User ID: 5270 [description] => Philippe xxx [email] => xxxx ) [messages] => Array ( [resultCode] => Ok [message] => Array ( [0] => Array ( [code] => I00001 [text] => Successful. ) ) ) )
    • 2024-04-17T19:50:15+00:00 Debug Request was successful.
    • 2024-04-17T20:26:58+00:00 Debug Info: Deleting payment method from Authorize.Net Payment Profile ID: xxxx363
    • 2024-04-17T20:26:59+00:00 Debug Posting to:
      • https://api.authorize.net/xml/v1/request.api Request: Array ( [deleteCustomerPaymentProfileRequest] => Array ( [merchantAuthentication] => Array ( [name] => ****7fG2 [transactionKey] => ****f26Bj ) [customerProfileId] => xxxx750 [customerPaymentProfileId] => xxxx363 ) ) Response: Array ( [messages] => Array ( [resultCode] => Ok [message] => Array ( [0] => Array ( [code] => I00001 [text] => Successful. ) ) ) )
    • 2024-04-17T20:26:59+00:00 Debug Success: Payment method deleted from Authorize.Net.
    • 2024-04-17T20:27:53+00:00 Debug Info: Getting all saved payment method details from Authorize.Net for Customer Profile ID: xxxx750
    • 2024-04-17T20:27:54+00:00 Debug Posting to:
      • https://api.authorize.net/xml/v1/request.api Request: Array ( [getCustomerProfileRequest] => Array ( [merchantAuthentication] => Array ( [name] => *******7fG2 [transactionKey] => *****f26Bj ) [customerProfileId] => xxxx750 [unmaskExpirationDate] => 1 ) ) Response: Array ( [profile] => Array ( [profileType] => regular [customerProfileId] => xxxx750 [merchantCustomerId] => User ID: 5270 [description] => Philippe xxx [email] => xxxx ) [messages] => Array ( [resultCode] => Ok [message] => Array ( [0] => Array ( [code] => I00001 [text] => Successful. ) ) ) )
    • 2024-04-17T20:27:54+00:00 Debug Request was successful.
    • 2024-04-17T20:28:17+00:00 Debug Info: Begin processing payment for order 24218 for the amount of 0.51
    • 2024-04-17T20:28:17+00:00 Debug Info: Getting payment source by making sure we have new or existing card details.
    • 2024-04-17T20:28:17+00:00 Debug Info: We have new card details.
    • 2024-04-17T20:28:17+00:00 Debug Info: Saving card details on Authorize.Net.
    • 2024-04-17T20:28:17+00:00 Debug Info: Payment method details being submitted to Authorize.Net.
    • 2024-04-17T20:28:19+00:00 Debug Request was successful.
    • 2024-04-17T20:28:19+00:00 Debug Success: Payment method added to Authorize.Net with Payment Profile ID: ***969
    • 2024-04-17T20:28:19+00:00 Debug Info: Getting payment method details from Authorize.Net for Payment Profile ID: ***969
    • 2024-04-17T20:28:19+00:00 Debug Request was successful.
    • 2024-04-17T20:28:20+00:00 Debug Info: Setting default payment on Authorize.Net Payment Profile ID: ***969
    • 2024-04-17T20:28:20+00:00 Debug Info: Getting payment method details from Authorize.Net for Payment Profile ID: ***969

    On the flip side, I just discovered this for "Albert" when they tried to update their credit card info:

    • 2024-04-16T14:51:28+00:00 Debug Info: Getting all saved payment method details from Authorize.Net for Customer Profile ID: xxx9590
      • [messages] => Array ( [resultCode] => Ok [message] => Array ( [0] => Array ( [code] => I00001 [text] => Successful. ) ) ) )
    • 2024-04-16T14:51:28+00:00 Debug Request was successful.
    • 2024-04-16T14:51:28+00:00 Debug Info: Deleting payment method from Authorize.Net Payment Profile ID: xxxx574
      • Response: Array ( [messages] => Array ( [resultCode] => Error [message] => Array ( [0] => Array ( [code] => E00040 [text] => The record cannot be found. ) ) ) )
    • 2024-04-16T14:51:29+00:00 Debug Error: Request Failed. E00040 - The record cannot be found.
    • 2024-04-16T14:51:29+00:00 Debug Error: Payment method could not be deleted from Authorize.Net.
    • 2024-04-16T15:56:51+00:00 Debug Info: Begin processing payment for order 24185 for the amount of 50.00
    • 2024-04-16T15:56:51+00:00 Debug Info: Getting payment source by making sure we have new or existing card details.
    • 2024-04-16T15:56:51+00:00 Debug Info: We have new card details.
    • 2024-04-16T15:56:51+00:00 Debug Info: Saving card details on Authorize.Net.
    • 2024-04-16T15:56:51+00:00 Debug Info: Payment method details being submitted to Authorize.Net.
    • 2024-04-16T15:56:51+00:00 Debug Info: Customer does not exist Authorize.Net.
    • 2024-04-16T15:56:51+00:00 Debug Info: Customer being added to Authorize.Net.

    So yeah, I don't know what the solution here to fix this issue. Is there just a bad plugin somewhere? I didn't see anything amiss in that System Report text I posted above, but that doesn't mean I didn't miss something.

    Anyways, I appreciate any and all help you can provide me on this matter, as would my client and his clients. Thanks again!

    Plugin Support omarfpg a11n

    (@omarfpg)

    Hi @philippeprestwood,

    Thank you so much for sharing those details. However, basing on what you’ve provided, this seems to be an error with the Authorize.net payment gateway you’re using. Have you tried reaching out to the plugin developers? You may do so here: https://www.ads-software.com/support/plugin/woo-authorize-net-gateway-aim/#new-topic-0.

    Please keep us posted if there’s anything we can do to help troubleshoot this one.

    Thanks!
    -OP

    Thread Starter philippeprestwood

    (@philippeprestwood)

    Have you tried reaching out to the plugin developers? You may do so here:?https://www.ads-software.com/support/plugin/woo-authorize-net-gateway-aim/#new-topic-0.

    I appreciate the recommendation; initially I was unsure where it would be best to request assistance, as it felt like it was an even chance that it was either WordPress, WooCommerce or Authorize.net (or all three at the same time?). But if you feel like this is more an issue with the plugin, that definitely helps me narrow things down. I’ll give that link a try next and see where it takes me.

    Thank you very much!

    Plugin Support ckadenge (woo-hc)

    (@ckadenge)

    Hi there @philippeprestwood,

    We’re happy to help.

    Please proceed with the link provided and reach out to the plugin support team.

    Should you need further assistance from our end, don’t hesitate to contact us again. We’re always happy to help.

    Thread Starter philippeprestwood

    (@philippeprestwood)

    Hello @ckadenge

    What link did you provide? If you mean the Authorize.net Support forum from @omarfpg , I had made a post there, but I’m still waiting on a reply to it:

    If there is another link you would like for me to visit, please let me know. Thanks again for your help!

    Plugin Support omarfpg a11n

    (@omarfpg)

    Hey @philippeprestwood,

    That’s correct, the best place to reach for support on this one would be on the Authorize.net forums with the link I shared last week. With that being said, I’ve checked your thread there, and I see they’ve requested you to open a ticket through their plugin’s support form (so even better!). I’ll be keeping an eye on your thread to learn more if there are any updates.

    Thanks a lot for all your collaboration and patience!

    Cheers!
    -OP

    • This reply was modified 6 months, 3 weeks ago by omarfpg a11n.
    Thread Starter philippeprestwood

    (@philippeprestwood)

    Ok so for the sake of anyone else having this problem in the future: it turns out that Stripe was “intercepting” the information going to Authorize.net. Like, with both of them on, when a client tried to update their credit card info with Authorize.net, Stripe was somehow thinking it was for it and taking the data before it could get to Authorize.net. Thus the Accept.js error.

    So, try making sure Stripe—or any other payment system and its associated plugin—is turned off and deactivated, then try it again. Hope this helps!

    Hey, @philippeprestwood!

    I’m glad to know you were able to find out the issue.

    Thank you for sharing the solution here and contributing to the WooCommerce Community. This might help other users in the future.

    Please let us know if there’s anything else we can do to help or if you have any questions.

    Have a wonderful day!

Viewing 9 replies - 1 through 9 (of 9 total)
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