An error occurred calling the Checkout endpoint.

XTruLink Sync
XTruLink Sync
Second Anniversary
in Merchant Services APIs

We are receiving an error when calling the Checkout endpoint.

A browser pop-up appears: “An error prevented the payment form from opening. Please contact the organization directly to arrange payment.” After you OK on the alert popup, the javascript console emits this message, which comes right from the bbCheckout js file: "An error occurred calling the Checkout endpoint. The endpoint returned a status of 401 (Unauthorized). The response was: You do not have permission to view this directory or page." It also gives an error code of 1005.

This error is only happening for one account - this account has confirmed that their Payments API setup is configured correctly.

We need urgent assistance on this issue.

Comments

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

    @XTruLink Sync
    Acknowledging this post and we are assisting via the email thread on this issue. Thanks.

  • Susana Moreno
    Susana Moreno
    Name Dropper Facilitator 1 September 2024 Monthly Challenge

    @Mina Mistry
    A donor of ours experienced the same issue on September 28, 2024. What was the resolution for the organization who originally posted this issue?

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

    Hi @Susana Moreno

    The previous instance in May 2023 was related to an outage that had occurred that day. The outage was not in BBMS directly but it did impact launching Checkout.

    If this is a recurring issue that is impacting your live payments, please create a Support ticket. Happy to answer general questions here as well but Support is the better route for resolving urgent Production issues. Let me know if I can help further!

    Thanks

    Mina

  • Susana Moreno
    Susana Moreno
    Name Dropper Facilitator 1 September 2024 Monthly Challenge

    @Mina Mistry
    Thank you.

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