Applies to: CB Auditors, CB Contact People (Administrators), and all those providing payment in the ADP.
Credit card payments in the ADP are processed by our external payment processor and the payment result is determined by your bank or credit card company. While the ADP Support Team are not able to provide support for all problems that may occur, here are some common errors that we have encountered and how to resolve them:
Address does not match
In order to process your credit card, your bank must indicate that the billing address provided matches the address details they have on file. Typically this is the same as shown on your credit card billing statement. If you are using a corporate-provided credit card, please enter the address associated with the card instead of your own personal address. Both the Street Address and Postal/Zip Code must match for your card to be successfully processed.
As this is an automated process performed by your bank, we have found that sometimes the order/sequence you enter for the address can be important. Ensure the street address numbers are located in the first address line, and if possible use English address formats like "123 Test St."
If you cannot get the address verification to work, you may also contact our Support Team by phone to try to have the credit card processed that way. Please ensure that you have an invoice already generated in the ADP prior to calling the Support Team.
IMPORTANT: Never send your credit card details to anyone by email or text message. Similarly, do not send your card details to us via a Support Ticket. Email and text messages are not secure -- they are like postcards and can theoretically be intercepted by anyone in transit. If you need for us to process your credit card manually, please give us a phone call.
If you attempt to contact your bank for this type of problem, they may inform you at first that the transaction was not blocked from their side and suggest that it is a problem on our (the merchant's) side. In this case, please inform them that the transaction was blocked due to the "Address Verification Service (AVS)"; the ADP respects the response provided by the bank for this industry-standard system.
Credit card transactions can be denied for several reasons, but the most common reasons are that either a) there is not enough credit on the card to cover the amount being charged, or b) the bank has restricted the charge out of concerns that it may be fraudulent. If you try making a payment several times in a row due to other errors, this could increase the chances of your bank blocking the transaction out of concern for possible fraud.
Sometimes the problem can resolve itself simply by trying again later. Other times, you may need to contact your bank to inform them of the incoming charge and they can "pre-approve" it.
If you attempt to make a transaction several times in the ADP, each attempt may temporarily result in your available balance being adjusted by the related purchase amount. This is known as a "hold" or "authorization" on the card. Unless your bank approves the transaction, this hold will only be temporary and the amount will be returned to the card balance automatically within a few business days. When looking at online bank statements, this will often be indicated as a "pending transaction."
Access was denied (Error code 1020)
In some rare cases, our payment provider may choose to block access to customers in certain regions due to a high prevalence of fraud detected in that region and/or by that service provider. Unfortunately we do not have any direct control over these kinds of block actions.
To bypass these restrictions, we recommend:
- Attempt to connect using your phone/mobile device WITH WI-FI TURNED OFF (connected to your cellular network). Typically this will work even if your home/work internet connection does not.
- Attempt to connect using a corporate VPN or proxy server.
- Contact our Support Team by phone to process the card manually.