Article ID: 115514, created on Feb 10, 2013, last review on May 1, 2014

  • Applies to:
  • Business Automation


A customer cannot place order in PBA Online Store. On the Checkout step a customer provided their Credit Card details and clicked the Place Order button.

The Online Store displayed error message like this: Your order cannot be accepted. Please contact service provider.


Most probably Provider configured Anti-Fraud System in PBA to verify if customers enter valid credit cards in the Online Store using the Online Preauthorization plug-in. The PBA Online Preauthorization plug-in may check if customer entered valid credit card right in the Online Store, even before order will be placed in PBA, the PREAUTH transaction is being used.

If customer entered invalid credit card details the Online Preauthorization plug-in will return negative result and the neutral error message like shown above will be shown to the customer in the Online Store.


Ask a customer to verify details of a credit card they try to use to pay an order in PBA Online Store.

Check the ONLINE_PREAUTH.log logfile on PBA Application Server for error message which was shown to a customer in the Online Store when they tried to place order.If you find the error message shown to the customer in the logfile it means that indeed attempt to process PREAUTH transaction using customer's credit card failed and customer has to check what is wrong with their credit card.

Provider may set custom error message which will be shown to customers in the Online Store in case their orders are being caught by the Online Preauthorization Anti-Fraud plug-in. This may be done in PBA Provider Control Panel at Configuration Director > Fraud Screening Settings > Fraud Rules > select the Online Preauthorization fraud rule > Exception on Order Placement parameter.

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