Hello Valued Customers!
As you may have realized, we are unfortunately experiencing some issues on the site, causing a number of orders to fail. We would like to reassure you, the main issue at hand is not an error with your payment method or bank, but rather with our own credit card processor due to the ever changing hemp laws in our country.
At this time, customers who hold accounts with us and utilize a card saved on file, or use a saved card for their subscription renewal, are having trouble getting orders to process. This is because the information saved in your account is not translating to our new processor, resulting in a failed order as the data is not available.
We kindly ask that you please follow the directions provided below so that you can make a successful purchase with us.
If you still have the checkout page open and have items in your cart, you may go back through the checkout process and manually re-enter your card information. This should allow your order to process successfully.
If your order has fully failed and you left the website, OR had a subscription renewal fail, please take the following steps:
Login to your account, and access the account dashboard. Go to "orders"
You will find your failed order(s) on this page - if you made several attempts, you may see more than one failed order. Please select the order that contains the final items you wished to purchase.
Once you find the order you wish to re-attempt, select the "pay now" option. This will then take you to the cart page, where you can proceed to checkout.
After you have filled in all of the billing/shipping information and are at the"payment methods" section of checkout, manually enter your credit card information. This can still be the same card you have saved on file; it merely needs to be entered manually for the system to re-save the information.
Please ensure that the full billing details are correct in connection with the card to prevent further order failures
From here, you can click "place order" and your order should hopefully process successfully and take you to the order confirmation page!
If you are not an account holder with us, or do not have a card saved on file, but are still experiencing issues with an order failing, please review the response codes below.
These codes should appear when your order fails, and they offer an explanation as to what went wrong with the transaction. If you fix the error and attempt your order again, it should go through without further issue!
200 | Transaction was declined by processor. |
201 | Do not honor | Bank has blocked transaction | Too many failed payment attempts. |
202 | Insufficient funds. |
203 | Over limit. |
204 | Transaction not allowed | Bank has blocked transaction. |
220 | Incorrect payment information. |
221 | No such card issuer. |
222 | No card number on file with issuer. |
223 | Expired card. |
224 | Invalid expiration date. |
225 | Invalid card security code (CVC/CVV). |
250 | Pick up card | Bank suspects fraud. |
251 | Lost card. |
252 | Stolen card. |
253 | Fraudulent card. | Bank suspects fraud. |
300 | Transaction was rejected by gateway. | There is an internal issue with the payment method, this may mean the bank has blocked the transaction, or that the billing information provided does not match the card you are using. |
420 | Communication error. |
421 | Communication error with issuer. |
430 | Duplicate transaction at processor. |
440 | Processor format error. |
441 | Invalid transaction information. |
For any error codes that are a result of the bank flagging the transaction, please contact your bank directly to have the charges approved.
We appreciate your patience and understanding as we work to correct these internal issues as quickly as possible. If you have any further trouble and need assistance, please contact our team via email - customerservice@thehempdoctor.com or give us a call - 1-(888)206-3832 ext.1. We are available 9am-5pm Monday through Friday!