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FoxyCart Troubleshooting and Contact Information

November 1, 2024

Description

How to find answers to common questions and locate support contact information

What's in this article?

Frequently asked questions

Getting started

How can I check my current FoxyCart software version?

See the FoxyCart Activation and Configuration step for How to confirm your FoxyCart software version. 

How do I enable Bank of America payments?

See the FoxyCart Activation and Configuration steps to Configure payment settings.

Can I use multiple gateways?

Yes. You can specify which gateway to use within FoxyCart's payments settings.

Contact FoxyCart support for assistance with using multiple gateways. See Contact information below.

Can I run test transactions?

Yes. See FoxyCart Activation and Configuration steps for testing options. 


Error messages

My online customer encountered an error during checkout. What was the issue?
An error code or message appeared
  1. Identify the error code that appeared in the checkout screen.
  2. Lookup the Transaction Error Messages and Reason Codes to determine appropriate action.
An error code or message did not appear

Review the transaction in your Merchant Services account in online banking. 

  1. Access your Merchant Services account in online banking. 
    For more information on accessing your account, see Merchant Services Online Banking Access and User Management.
  2. In the left navigation, select Transaction > Transactions List and perform a quick search for the transaction (specify date range, if necessary, i.e., last 30 days).  
  3. Select the transaction that is creating the error by selecting the Request ID.
  4. Within the Details page, navigate to the Request Information box and find the Reason Code.
  5. Lookup the Transaction Error Messages and Reason Codes to determine possible action.
  6. If the transaction does not appear on the Transaction List, ensure the FoxyCart activation and configuration was completed correctly.


Payment features and transaction management

How do I install digital payments such as Apple Pay, Google Pay, or Visa Checkout?

Bank of America does not currently support digital payments such as Apple Pay, Google Pay, or Visa Checkout with the Bank of America Gateway. 

Why am I unable to process a transaction?

See FoxyCart Activation and Configuration steps to confirm if you are configured for using Live or Test servers. Follow the steps to Configure payment settings. 

If the problem still persists, contact FoxyCart support for assistance. See the Contact information below for FoxyCart software support details.


Disable the Bank of America Gateway

How do I disable the Bank of America Gateway?

See the FoxyCart Activation and Configuration step To disable the Bank of America Gateway.



Contact information

If you are unable to locate the support information you need, use the contact information below for further assistance.

Table of contact information for Bank of America Merchant Services and FoxyCart
Support typeContact information
Merchant Services account and Bank of America payments support833.344.2324
FoxyCart software support

NOTE: FoxyCart does not provide technical support over the phone, except for users on their advanced plans that support it. Submit a webform or send an email to initiate a discussion with FoxyCart.

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