Repost for Managed: credit card qualification

This message has been posted by me before, this is a repost under my managed account for a response by MS.
About 2% of my credit card transactions are clearing as 'hand keyed', which
of course bumps them up to some outrageous discount rate. We rarely hand key any transaction, so I have been trying to track down the cause of this downgrade. I spoke with the folks at Vital and we checked out a few of the offending transactions. According to them, the hand keyed status originates from RMS, it is not done at their end end for 'lack of data'.
I am using the Mini-Mag and swiped a card in Notepad and it matched perfectly with the expected info, per theKnowledgebase article, but then again, only 2% of the cards are failing. I did not have this problem with the old Zon dial-up terminals.
Marc Beverly's Pet Center
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Good afternoon Marc, Thank you for posting your credit card processing question. NOTE: Sorry for the delay but your posts are not showing up as managed because the email address you are posting under does not match the email address listed in CustomerSource | Discussions | Access the Managed Newsgroups Registration for your account. As far as the credit card qualification question it may be hard to diagnose since there is a small number of transactions that this is happening on; and it could be related to issues with the card itself or the MSR not getting all data. Can you please let me know: 1. What build of Store Operations are you using? 2. Is there any connection between the types of cards that are showing up as hand keyed vs those that are showing up as swiped? For example, Visa or MC, issued from a particular bank, debit/credit cards, etc. 3. Does this happen at all registers? 4. What did Vital say is the cause of it showing as hand keyed? A number 0 vs a number 1 in the request file? 5. Are you using the built in credit card processing or a 3rd party such as Mercury, PC Charge, etc? 6. Have you tried keeping a log of the transactions where a credit card was actually hand keyed; and comparing that to what is actually showing up as hand keyed? 7. Are there times when the swipe does not automatically send the credit card information for approval and the enter key must be pressed? This may show as hand keyed. 8. Are there times when the swipe does not fill in the complete credit card number or expiration date; and this needs to be hand keyed? 9. What is the model number of the MSR? Thank you in advance. Todd Berger Microsoft Online Support Engineer
Get Secure! - www.microsoft.com/security ====================================================When responding to posts, please "Reply to Group" via your newsreader so that others may learn and benefit from your issue. ====================================================This posting is provided "AS IS" with no warranties, and confers no rights. --------------------
Subject: Repost for Managed: credit card qualification Date: Thu, 29 Mar 2007 14:30:01 -0400
This message has been posted by me before, this is a repost under my managed account for a response by MS.
About 2% of my credit card transactions are clearing as 'hand keyed', which of course bumps them up to some outrageous discount rate. We rarely hand key any transaction, so I have been trying to track down the cause of this downgrade. I spoke with the folks at Vital and we checked out a few of the offending transactions. According to them, the hand keyed status originates from RMS, it is not done at their end end for 'lack of data'.
I am using the Mini-Mag and swiped a card in Notepad and it matched perfectly with the expected info, per theKnowledgebase article, but then again, only 2% of the cards are failing. I did not have this problem with the old Zon dial-up terminals.
Marc Beverly's Pet Center
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Todd,
I just added the news account to managed on my account right before posting this message. Please let me know if marc snipped-for-privacy@beverlyspet.com never got registered to me as a managed account.
Below are the answers as I can best determine to your questions. Please bear in mind that this porblem was not present for 20 years with the same credit card/customer base while using Zon dial-up terminals. The problem presented only upon switching to built-in credit card processing.
Thanks,
Marc Rosenberg Beverly's Pet Center 954.322.1112
Subject: Repost for Managed: credit card qualification<BR>&gt; Date: Thu, 29 Mar 2007 14:30:01 -0400<BR>&gt; <BR>&gt; This message has been posted by me before, this is a repost under my <BR>&gt; managed <BR>&gt; account for a response by MS.<BR>&gt; <BR>&gt; <BR>&gt; About 2% of my credit card transactions are clearing as 'hand keyed', which<BR>&gt; of course bumps them up to some outrageous discount rate. We rarely hand key<BR>&gt; any transaction, so I have been trying to track down the cause of this<BR>&gt; downgrade. I spoke with the folks at Vital and we checked out a few of the<BR>&gt; offending transactions. According to them, the hand keyed status originates<BR>&gt; from RMS, it is not done at their end end for 'lack of data'.<BR>&gt; <BR>&gt; I am using the Mini-Mag and swiped a card in Notepad and it matched<BR>&gt; perfectly with the expected info, per theKnowledgebase article, but then<BR>&gt; again, only 2% of the cards are failing. I did not have this problem with<BR>&gt; the old Zon dial-up terminals.<BR>&gt; <BR>&gt; <BR>&gt; Marc<BR>&gt; Beverly's Pet Center<BR>&gt; <BR>&gt; <BR>&gt;</FONT></DIV></BODY></HTML>
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: 7bit
Good morning Marc, Thank you for the update. 1. If Vital does not know why the cards were downgraded does First Data? 2. If First Data is able to let you know what is causing the downgrade can you also find out the card type(s)? 3. Do you accept corporate credit cards? 4. If you do not know which specific transactions are being downgraded how do you know that the issue is happening at all registers? 5. Are all fields filled in and showing the correct information in Store Operations Administrator | File | Configuration | EDC | Advanced Options on each computer? Thank you in advance. Todd Berger Microsoft Online Support Engineer
Get Secure! - www.microsoft.com/security ====================================================When responding to posts, please "Reply to Group" via your newsreader so that others may learn and benefit from your issue. ====================================================This posting is provided "AS IS" with no warranties, and confers no rights. --------------------
Subject: Re: Repost for Managed: credit card qualification Date: Mon, 9 Apr 2007 10:17:56 -0400
Todd, I just added the news account to managed on my account right before posting this message. Please let me know if marc snipped-for-privacy@beverlyspet.com never got registered to me as a managed account. Below are the answers as I can best determine to your questions. Please bear in mind that this porblem was not present for 20 years with the same credit card/customer base while using Zon dial-up terminals. The problem presented only upon switching to built-in credit card processing. Thanks, Marc Rosenberg Beverly's Pet Center 954.322.1112
\par > Subject: Repost for Managed: credit card qualification \par > Date: Thu, 29 Mar 2007 14:30:01 -0400 \par > \par > This message has been posted by me before, this is a repost under my \par > managed \par > account for a response by MS. \par > \par > \par > About 2% of my credit card transactions are clearing as 'hand keyed', which \par > of course bumps them up to some outrageous discount rate. We rarely hand key \par > any transaction, so I have been trying to track down the cause of this \par > downgrade. I spoke with the folks at Vital and we checked out a few of the \par > offending transactions. According to them, the hand keyed status originates \par > from RMS, it is not done at their end end for 'lack of data'. \par > \par > I am using the Mini-Mag and swiped a card in Notepad and it matched \par > perfectly with the expected info, per theKnowledgebase article, but then \par > again, only 2% of the cards are failing. I did not have this problem with \par > the old Zon dial-up terminals. \par > \par > \par > Marc \par > Beverly's Pet Center \par > \par > \par > \par \pard \par \par } ------=
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Todd, According to Vital, the downgrade occurs at the register by RMS, before it is sent to Vital, eliminating Vital, FD and card type as part of the problem. The tech I spoke to said the transactions we reviewed came into Vital marked as hand swiped. The answers to your question are below.
I believe Glenn Adams was also looking into this issue for a client and he may have more information that could help determine the cause.
Thanks,
Marc

N/A
N/A
When I checked into the issue I called Vital and had them pull a few transaction that came through as hand swiped from that morning. I was told by Vital that the downgrade to hand swiped status originated from RMS - they do not know why and they just pass it on to FD. These downgraded transactions were from both registers.

YES
size=2>&gt;<BR>&gt;&gt; Subject: Repost for Managed: credit card qualification<BR>&gt;&gt; Date: Thu, 29 Mar 2007 14:30:01 -0400<BR>&gt;&gt; <BR>&gt;&gt; This message has been posted by me before, this is a repost under my <BR>&gt;&gt; managed <BR>&gt;&gt; account for a response by MS.<BR>&gt;&gt; <BR>&gt;&gt; <BR>&gt;&gt; About 2% of my credit card transactions are clearing as 'hand keyed', <BR>&gt; which<BR>&gt;&gt; of course bumps them up to some outrageous discount rate. We rarely hand <BR>&gt; key<BR>&gt;&gt; any transaction, so I have been trying to track down the cause of this<BR>&gt;&gt; downgrade. I spoke with the folks at Vital and we checked out a few of the<BR>&gt;&gt; offending transactions. According to them, the hand keyed status <BR>&gt; originates<BR>&gt;&gt; from RMS, it is not done at their end end for 'lack of data'.<BR>&gt;&gt; <BR>&gt;&gt; I am using the Mini-Mag and swiped a card in Notepad and it matched<BR>&gt;&gt; perfectly with the expected info, per theKnowledgebase article, but then<BR>&gt;&gt; again, only 2% of the cards are failing. I did not have this problem with<BR>&gt;&gt; the old Zon dial-up terminals.<BR>&gt;&gt; <BR>&gt;&gt; <BR>&gt;&gt; Marc<BR>&gt;&gt; Beverly's Pet Center<BR>&gt;&gt; <BR>&gt;&gt; <BR>&gt;&gt;<BR>&gt;</FONT></DIV></BODY></HTML>
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: 7bit
Good morning Marc, Thank you for the update. We only send one flag; and it states either that the card was swiped or the card was hand keyed; and I'm assuming "downgrade to hand swiped" means that we sent the transaction as hand keyed. There have not been other reports of this that I have been able to find; and this would seem to point to: 1. Hardware. 2. Incorrect EDC information. 3. Something being added in the Approval code or Account number fields in the Credit Card Verification screen before the card is swiped. 4. Cashiers hand keying the data. You may want to check with your partner to see if they may have different MSRs you can borrow to see if that eliminates the issue; and also keep an eye on the other possible causes.
Please let me know what you find out. Todd Berger Microsoft Online Support Engineer
Get Secure! - www.microsoft.com/security ====================================================When responding to posts, please "Reply to Group" via your newsreader so that others may learn and benefit from your issue. ====================================================This posting is provided "AS IS" with no warranties, and confers no rights. --------------------
Subject: Re: Repost for Managed: credit card qualification Date: Tue, 10 Apr 2007 13:21:35 -0400
Todd, According to Vital, the downgrade occurs at the register by RMS, before it is sent to Vital, eliminating Vital, FD and card type as part of the problem. The tech I spoke to said the transactions we reviewed came into Vital marked as hand swiped. The answers to your question are below. I believe Glenn Adams was also looking into this issue for a client and he may have more information that could help determine the cause. Thanks, Marc

The card is ALREADY MARKED AS HAND SWIPED BY RMS when Vital gets it.

can

N/A
N/A
how

When I checked into the issue I called Vital and had them pull a few transaction that came through as hand swiped from that morning. I was told by Vital that the downgrade to hand swiped status originated from RMS - they do not know why and they just pass it on to FD. These downgraded transactions were from both registers.

on

YES
rights.
posting

\par >> Subject: Repost for Managed: credit card qualification \par >> Date: Thu, 29 Mar 2007 14:30:01 -0400 \par >> \par >> This message has been posted by me before, this is a repost under my \par >> managed \par >> account for a response by MS. \par >> \par >> \par >> About 2% of my credit card transactions are clearing as 'hand keyed', > which \par >> of course bumps them up to some outrageous discount rate. We rarely hand \par > key \par >> any transaction, so I have been trying to track down the cause of this \par >> downgrade. I spoke with the folks at Vital and we checked out a few of the \par >> offending transactions. According to them, the hand keyed status \par > originates \par >> from RMS, it is not done at their end end for 'lack of data'. \par >> \par >> I am using the Mini-Mag and swiped a card in Notepad and it matched \par >> perfectly with the expected info, per theKnowledgebase article, but then \par >> again, only 2% of the cards are failing. I did not have this problem with \par >> the old Zon dial-up terminals. \par >> \par >> \par >> Marc \par >> Beverly's Pet Center \par >> \par >> \par >> \par > \par \pard \par \par } ------=
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Todd,
Thank you for your reply.
Would it be possible to get an explanation of the algorithm RMS uses to determine if a transaction gets 'flagged' as hand keyed? This may help me in trying to find a cause.
It seems kind of strange to me that all the correct information gets sent, but RMS detects something to say 'hand keyed'. Does a 'hand keyed' flag mean that certain characters are missing in the data stream from the mag stripe reader? If so it is funny that all the other data, card number and expiration data reads in perfectly.
I tend to think the problem is going unreported because it is a tedious and difficult job to read and understand a First Data statement. My statement is about 32 pages a month and they don't exactly make it self explanatory. When I get the time I will get back on the phone with Vital and dig through more of the 'hand keyed' transactions to see if I can come up with a common thread. Even though it is a relatively small percentage, it is still costing me about $200 a month.
Last, is there any way you track something like this, so you can notify me if MS comes up with something at your end?
Regards,
Marc

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Good afternoon Marc, Thank you for the follow up. Here is what I know: 1. RMS sends the credit card as swiped if there is Track 1 and Track 2 data from the card; and this is captured when the card is swiped through the MSR. 2. If both Track 1 and Track 2 data is not received by the MSR then RMS will throw a Reenter error. 3. A validation is done between the Track 1 and Track 2 data to ensure it is for the same credit card number. 4. If no Track 1 and Track 2 data is received by the MSR, the user is presented with an error. I would recommend that you turn on Debug Mode and compare the log file for the transactions that show up as hand keyed to the transactions that Vital is showing as the hand keyed transactions. This may allow you to troubleshoot the transaction, cashier, and register where the hand keyed transaction originated. Note - make sure you exit all RMS programs before you perform these steps. Turn on Debug Mode 1. Click Start, click Run, type regedit , and then click OK. 2. Locate and then click the following registry subkey: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Retail Management System\Store Operations\Vital 3. Click Vital, and locate the Debug field name. 4. Right-click the Debug field and click Modify. 5. Change the Value data entry from 0 to 1 and then click OK. The Vital Debug log file can be found in the following folder: C:\Documents and Settings\Windows user, Note - The name of the Windows user will be the user who is logged into Windows when the transactions were made; and the file will indicate it is a vital debug log and will also include the date. Turn off Debug Mode 1. Click Start, click Run, type regedit , and then click OK. 2. Locate and then click the following registry subkey: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Retail Management System\Store Operations\Vital 3. Click Vital, and locate the Debug field name. 4. Right-click the Debug field and click Modify. 5. Change the Value data entry from 1 to 0 and then click OK. Note This will turn off Debug mode to keep the log file size at a minimum. Please let me know if you have any questions. Todd Berger Microsoft Online Support Engineer
Get Secure! - www.microsoft.com/security ====================================================When responding to posts, please "Reply to Group" via your newsreader so that others may learn and benefit from your issue. ====================================================This posting is provided "AS IS" with no warranties, and confers no rights. --------------------
Subject: Re: Repost for Managed: credit card qualification Date: Wed, 11 Apr 2007 12:12:34 -0400
Todd,
Thank you for your reply.
Would it be possible to get an explanation of the algorithm RMS uses to determine if a transaction gets 'flagged' as hand keyed? This may help me in trying to find a cause.
It seems kind of strange to me that all the correct information gets sent, but RMS detects something to say 'hand keyed'. Does a 'hand keyed' flag mean that certain characters are missing in the data stream from the mag stripe reader? If so it is funny that all the other data, card number and expiration data reads in perfectly.
I tend to think the problem is going unreported because it is a tedious and difficult job to read and understand a First Data statement. My statement is about 32 pages a month and they don't exactly make it self explanatory. When I get the time I will get back on the phone with Vital and dig through more of the 'hand keyed' transactions to see if I can come up with a common thread. Even though it is a relatively small percentage, it is still costing me about $200 a month.
Last, is there any way you track something like this, so you can notify me if MS comes up with something at your end?
Regards,
Marc
\par >>> Subject: Repost for Managed: credit card qualification \par >>> Date: Thu, 29 Mar 2007 14:30:01 -0400 \par >>> \par >>> This message has been posted by me before, this is a repost under my \par >>> managed \par >>> account for a response by MS. \par >>> \par >>> \par >>> About 2% of my credit card transactions are clearing as 'hand keyed', > \par > which \par >>> of course bumps them up to some outrageous discount rate. We rarely hand \par >> key \par >>> any transaction, so I have been trying to track down the cause of this \par >>> downgrade. I spoke with the folks at Vital and we checked out a few of \par > the \par >>> offending transactions. According to them, the hand keyed status \par >> originates \par >>> from RMS, it is not done at their end end for 'lack of data'. \par >>> \par >>> I am using the Mini-Mag and swiped a card in Notepad and it matched \par >>> perfectly with the expected info, per theKnowledgebase article, but then \par >>> again, only 2% of the cards are failing. I did not have this problem \par >>> with \par >>> the old Zon dial-up terminals. \par >>> \par >>> \par >>> Marc \par >>> Beverly's Pet Center \par >>> \par >>> \par >>> \par >> \par > \par \par \par \pard \par \par } ------=
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We occasionally have had transactions to show up on our monthly statement from First Data as "hand keyed" when we don't recall having any. Since this notification is way after the fact, we have not been able to pinpoint any one thing causing this.
--

John M.


"Todd Berger [MSFT]" < snipped-for-privacy@online.microsoft.com> wrote in message
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Good morning John, Thank you for posting that you have occasionally seen the same thing. Todd Berger Microsoft Online Partner Support =====================================================Please note that the newsgroups are staffed weekdays with a goal to provide ONE BUSINESS DAY RESPONSE to all posts. If this response time does not meet your needs, please contact CSS for more immediate assistance: http://support.microsoft.com/default.aspx?scid=fh;EN-US;OfferProPhone#faq607
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Thanks Todd, I will try that when I get a chance. Also, I looked back in the group and it was Jeff from CheckPoint, not Glenn that was also checking into this problem. He was working it from the partner side.
If I find anything I'll report it here.
Marc

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Good morning Marc, Thank you for the clarification; and I look forward to hearing what you find out. Todd Berger Microsoft Online Partner Support =====================================================Please note that the newsgroups are staffed weekdays with a goal to provide ONE BUSINESS DAY RESPONSE to all posts. If this response time does not meet your needs, please contact CSS for more immediate assistance: http://support.microsoft.com/default.aspx?scid=fh;EN-US;OfferProPhone#faq607
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Marc and Todd,
We have sent one of our customers with this issue new mag swipes and are waiting for the monthly report to see if that fixed it. Next week or so.
--
Jeff Check Point Software
=====================================================
You must be using Outlook Express/Windows Mail or some other type of newsgroup reader to see and download the file attachment(s). If you are not using a reader, follow the link below to setup Outlook Express. Click on "Open with newsreader" under the MS Retail Management System on the right.
http://tinyurl.com/75bgz =====================================================
Subject: Repost for Managed: credit card qualification<BR>&gt;&gt;&gt;&gt; Date: Thu, 29 Mar 2007 14:30:01 -0400<BR>&gt;&gt;&gt;&gt;<BR>&gt;&gt;&gt;&gt; This message has been posted by me before, this is a repost under my<BR>&gt;&gt;&gt;&gt; managed<BR>&gt;&gt;&gt;&gt; account for a response by MS.<BR>&gt;&gt;&gt;&gt;<BR>&gt;&gt;&gt;&gt;<BR>&gt;&gt;&gt;&gt; About 2% of my credit card transactions are clearing as 'hand keyed', &gt;<BR>&gt;&gt; which<BR>&gt;&gt;&gt;&gt; of course bumps them up to some outrageous discount rate. We rarely <BR>&gt;&gt;&gt;&gt; hand<BR>&gt;&gt;&gt; key<BR>&gt;&gt;&gt;&gt; any transaction, so I have been trying to track down the cause of this<BR>&gt;&gt;&gt;&gt; downgrade. I spoke with the folks at Vital and we checked out a few of<BR>&gt;&gt; the<BR>&gt;&gt;&gt;&gt; offending transactions. According to them, the hand keyed status<BR>&gt;&gt;&gt; originates<BR>&gt;&gt;&gt;&gt; from RMS, it is not done at their end end for 'lack of data'.<BR>&gt;&gt;&gt;&gt;<BR>&gt;&gt;&gt;&gt; I am using the Mini-Mag and swiped a card in Notepad and it matched<BR>&gt;&gt;&gt;&gt; perfectly with the expected info, per theKnowledgebase article, but <BR>&gt;&gt;&gt;&gt; then<BR>&gt;&gt;&gt;&gt; again, only 2% of the cards are failing. I did not have this problem<BR>&gt;&gt;&gt;&gt; with<BR>&gt;&gt;&gt;&gt; the old Zon dial-up terminals.<BR>&gt;&gt;&gt;&gt;<BR>&gt;&gt;&gt;&gt;<BR>&gt;&gt;&gt;&gt; Marc<BR>&gt;&gt;&gt;&gt; Beverly's Pet Center<BR>&gt;&gt;&gt;&gt;<BR>&gt;&gt;&gt;&gt;<BR>&gt;&gt;&gt;&gt;<BR>&gt;&gt;&gt;<BR>&gt;&gt;<BR>&gt;<BR>&gt;<BR>&gt; <BR><BR></BLOCKQUOTE></BODY></HTML>
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Thanks Jeff - keep us updated, especially if you solve it!
You may already know this, but I just figured out that you can go into the EDI settlement screen and if you highlight a transaction and click VIEW it shows you if the transaction cleared as swiped or hand keyed (before closing). Before I thought I had to call the processor to see which transactions didn't clear as swiped. I just started spot checking during the day to see if I can catch a clue.
Marc
Subject: Repost for Managed: credit card qualification<BR>&gt;&gt;&gt;&gt; Date: Thu, 29 Mar 2007 14:30:01 -0400<BR>&gt;&gt;&gt;&gt;<BR>&gt;&gt;&gt;&gt; This message has been posted by me before, this is a repost under my<BR>&gt;&gt;&gt;&gt; managed<BR>&gt;&gt;&gt;&gt; account for a response by MS.<BR>&gt;&gt;&gt;&gt;<BR>&gt;&gt;&gt;&gt;<BR>&gt;&gt;&gt;&gt; About 2% of my credit card transactions are clearing as 'hand keyed', &gt;<BR>&gt;&gt; which<BR>&gt;&gt;&gt;&gt; of course bumps them up to some outrageous discount rate. We rarely <BR>&gt;&gt;&gt;&gt; hand<BR>&gt;&gt;&gt; key<BR>&gt;&gt;&gt;&gt; any transaction, so I have been trying to track down the cause of this<BR>&gt;&gt;&gt;&gt; downgrade. I spoke with the folks at Vital and we checked out a few of<BR>&gt;&gt; the<BR>&gt;&gt;&gt;&gt; offending transactions. According to them, the hand keyed status<BR>&gt;&gt;&gt; originates<BR>&gt;&gt;&gt;&gt; from RMS, it is not done at their end end for 'lack of data'.<BR>&gt;&gt;&gt;&gt;<BR>&gt;&gt;&gt;&gt; I am using the Mini-Mag and swiped a card in Notepad and it matched<BR>&gt;&gt;&gt;&gt; perfectly with the expected info, per theKnowledgebase article, but <BR>&gt;&gt;&gt;&gt; then<BR>&gt;&gt;&gt;&gt; again, only 2% of the cards are failing. I did not have this problem<BR>&gt;&gt;&gt;&gt; with<BR>&gt;&gt;&gt;&gt; the old Zon dial-up terminals.<BR>&gt;&gt;&gt;&gt;<BR>&gt;&gt;&gt;&gt;<BR>&gt;&gt;&gt;&gt; Marc<BR>&gt;&gt;&gt;&gt; Beverly's Pet Center<BR>&gt;&gt;&gt;&gt;<BR>&gt;&gt;&gt;&gt;<BR>&gt;&gt;&gt;&gt;<BR>&gt;&gt;&gt;<BR>&gt;&gt;<BR>&gt;<BR>&gt;<BR>&gt; <BR><BR></BLOCKQUOTE></BLOCKQUOTE></BODY></HTML>
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Todd, I fixed the managed newsgroup account issue. That was my fault :).
Marc

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