WooCommerce Troubleshooting and Contact Information

How do I download the extension?

See WooCommerce Activation and Configuration steps for instructions.

How can I check my current software version?

See WooCommerce Activation and Configuration steps for How to confirm your WooCommerce and WordPress versions. 

Can I run test transactions?

Yes. See WooCommerce Activation and Configuration steps for options to test in either the production or testing environment.

Is there a difference between a plugin and extension?

No. These terms are used interchangeably. The Bank of America Extension is a plugin to enable payment services for websites.

Why am I seeing a "No payment method available" or "The existing is incompatible with the block-based checkout" error?

You may receive these errors if you are attempting to use WooCommerce Checkout block with the current version of the Bank of America Extension. It does support the WooCommerce Checkout block feature.

How can I learn more about a transaction decline reason or other message code?

Review transaction error messages and reason codes and view transaction reports. In some cases, such as a transaction being held for review or being declined, the Bank of America Extension cannot resolve the issue and it must be resolved in your Merchant Services account in online banking.

How do I get set up with fraud management services?

If you wish to add Bank of America's Fraud Management service to your account, please reach out to your Merchant Services representative or call 855.225.9300. Once enabled, transactions flowing through your Merchant Services account will approve, hold or reject orders based on your fraud settings. View Fraud Management Getting Started to learn how to select your fraud settings and access our user guide once the service is added to your account. 

How can I view the fraud status of a transaction and how is each status handled with the Fraud Management tool?

A transaction status can be viewed in your WordPress admin dashboard under WooCommerce > Order Management.

• Approved orders will go directly to a Processing status. 
• Review orders will go to an On Hold status until they are reviewed and approved or rejected in your Merchant Portal dashboard. 
• Rejected orders will go to a Failed status, with more details available in the order notes. 

View answers to other frequently asked questions about Fraud Management.

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 Extension. 

Does the Bank of America Extension support partial voids?

No. The Bank of America Extension does not support partial voids. Processing a void will result in voiding the entire transaction. Learn more about WooCommerce payment features and how voids are processed.

What should I select as the Transaction Type when configuring the extension settings?

Transaction Type controls how transactions are submitted to Bank of America. There are two options to choose from:

• Select Charge to automatically capture payments. This option typically does not require further action.
• Select Authorization to manually capture and settle payments in your Bank of America account or in your WordPress admin account > WooCommerce > Orders screen after the transaction has been submitted. This option will require you to manually capture and settle the payments.

What if I am able to process transactions, but transactions are not settling and are stuck in On Hold status?

Check to see what Transaction Type is set for your Bank of America Extension payment setting. In your WordPress admin dashboard, select WooCommerce > Settings > Payments > Bank of America Payments - Credit Card. 

If Authorization is set as the type, you will need to manually capture and settle payments. See How can I manually capture payment for an order "On Hold" status?.

If you set the type to Charge, the payments will automatically be captured for settlement.

How can I manually capture payment for an order in "On Hold" status?

1. Access your WordPress admin account and select WooCommerce > Orders.
2. Select the order that is On Hold status to edit the order.
3. Under item (below Order Details), select Capture Charge.
4. Once the charge is captured, the status of the order should switch from On Hold status to Processing. 

Why am I unable to process a transaction?

1. Review the Troubleshooting steps below.
2. Verify that the correct Environment setting is selected (Test or Production) in your WordPress admin dashboard under WooCommerce > Settings > Payments > Bank of America Payments - Credit Card. The Environment setting should be set to Production to process live transactions.
3. If you need further assistance, please contact us.