BBMS card processing down after 4/28/2022 change in the length of the token

Berkley Guse
Berkley Guse
Tenth Anniversary Participant Facilitator 1 Loyalty Badge
in Merchant Services APIs

Are you able to help us troubleshoot or resolve this issue?

Blackbaud support referred us to this Blackbaud Community for follow up on Blackbaud Support Case 018839902.

Issue

  • We currently are no longer able to process credit card transactions through BBMS connections from a VanillaSoft front end system through BBMS using BBID user logins that existed before the partial migration described below.

Recent changes…

  • We migrated 3 of about 30 BBMS “Classic” user ids from BBMS IDs to BBIDs using the steps in the BB KB article below.
    • BB KB 198518 - How to migrate to the next generation Blackbaud Merchant Services Web Portal
  • NOTE: For the BBIDs that previously existed before the migration as BBIDs only, without BBMS IDs, their BBMS ID security changed from just the ""Payments API User" role to that role no longer being a role choice, but having no role assigned and only the "Account Contact" and "Transaction Manager" role choices available.
    • Blackbaud Support is saying security is not the issue

Other Notes

  • See also BB KB 197884 - BBMS Migration to the next generation Blackbaud Merchant Services Web Portal with BBID FAQ
  • VanillaSoft is receiving unexpected 401 Unauthorized Error responses from BBMS
    • NOTE - see also the “The 401 status code could mean that the authenticated user does not have rights to access the requested data, or it could mean the user does not have permission to edit a given record or record type.” section from Handle common errors
    • For 401s, BB pointed us to this community thread - 503/51143 - Payment Sky API 401 Error: Token Expired
    • VanillaSoft is saying token expiration is not the issue and it is likely a BB security is issue

Comments

  • Mina Mistry
    Mina Mistry Blackbaud Employee
    Seventh Anniversary Kudos 2 Name Dropper Participant

    Hi - thanks for posting here, we've been reviewing the data and logs we have to try and isolate the issue, and also working with the Support team members who have been working on this with you.

    We are not seeing any requests come through to the BBMS/Payments API and therefore we believe the 401/Unauthorized issue may be occurring at the overall SKY API layer. We are working with that team now to get additional insight into the errors.

    We can see that the Payments API user roles look accurate and are aware of the BBID migration - however there is nothing yet to indicate that is the cause of the issue. We have migrated the majority of customers' BBMS accounts and this is the first report we have had that it may have impacted API integrations - but we will work to get to the bottom of the Unauthorized to find the root cause.

    Please be assured that we are working on this and hope to have more information tomorrow.

    Thank you,

    Mina & team

  • Berkley Guse
    Berkley Guse
    Tenth Anniversary Participant Facilitator 1 Loyalty Badge

    Thanks, Mina for your helpful update and continued troubleshooting and resolution efforts. Let us know if we can help on this end.

    Are you able to help us schedule a call today, Fri, 5/4, with both the appropriate Blackbaud and VanillaSoft resources on the call?

    Thanks,
    Berkley

  • Berkley Guse
    Berkley Guse
    Tenth Anniversary Participant Facilitator 1 Loyalty Badge

    Update

    • Blackbaud acknowledged a 4/28/2022 change in the length of the token which broke VanillaSoft integration with BBMS
      • NOTE: there appears now to be no side effect of the BBMS to BBID user migration
    • VanillaSoft deployed an update to support the longer tokens from BB
    • It has been validated that card processing is working again after the VanillaSoft update
      • NOTE: It did require reauthenticating the VanillaSoft users to their BBID SKY API user logins

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