"transaction cancelled. you must specify a different number. this number has already been used."

As of the last week in October, I've been unable to charge any cards successfully. I keep getting the error "transaction cancelled. you must specify a different number. this number has already been used." Of course, I check the information my customers give me and I try to re-run their card. No-dice. After checking through my merchant services, the amounts have been approved and then immediately voided! 

I've uninstalled and reinstall the app. I've cleared my cache and browsers. I've called in to QB with no resolution and was told I'd get a call back - of course I didn't get a call back. I know the "work-around" to this problem, but I don't want a time-consuming patch. 

This is unacceptable as I'm certain my clients are wondering why I appear to be charging their cards so many times. What is QB's fix for this??

Answer

Hello there, amberheine

Thank you for the detailed steps you’ve tried to help fix the error when trying to charge your customers’ cards.

To help isolate this issue, let’s try to install the GoPayment app from another device. This way, we can determine where the issue is coming from.

Here are the links to download the app:

For more information, please check out this article: https://community.intuit.com/articles/1763884.

Once the app is already installed, you can try charging your customers’ cards if it works.

If the same error persists, I’d suggest contacting back our Merchant Services Care Team. They have the tools to securely look upon your account and investigate further what's causing the error.

Here’s how to contact them directly:

  1. Go to https://community.intuit.com/browse/payments-contact-us.
  2. Get the phone number for GoPayment support.

Feel free to leave a comment below if you have other concerns while working in GoPayment app. I’ll gladly help, amberheine

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IntuitRaymondJay , Community Support Specialist
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