Unexpected Error
Unexpected Error occurs when the payment application is unable to read or save credit card information for a customer when processing a transaction.
1. Ensure that customer is active
Open up the Customer Center, click on the Customer & Jobs tab, and set the View dropdown to ‘All Customers’. Locate the customer in your customer center (An ‘X’ to the left of the customer name would indicate an inactive customer. Click the X to make customer active.)
- If customer was inactive, make active and rerun transaction.
2. Check permissions in the application certificate
2a) Log in as admin user and place the company file into Single User Mode by going to File > Switch to Single User Mode. (If the company file is already in Single User Mode, you will see Switch to Multi User Mode instead.)
2b) Go to Edit > Preferences > Integrated Applications. Click on the Company Preferences tab on the right.
2c) Highlight CHARGE Anywhere and click Properties. Make sure the first and last options are selected: “Allow this application to read and modify the company file” and “Allow this application to access social security numbers, customer credit card information, and other personal data.” Click Ok.
- If the last option was not selected, select it and rerun your transaction. If error persists, synchronize the encrypted database.
3. Synchronize the encrypted database
- Warning: Sync time varies depending on number of customers, network and computer speeds. Ensure that you have adequate time to complete sync, because the process cannot be interrupted. If not, try Sync Single Customer.
Go to Company > CHARGE Anywhere > Setup. Click Features and then click Synchronize. Once sync completes, close the Setup menu and retry the transaction.
