Hey folks,

Clients who use EWay as their merchant account may experience a fatal issue causing them not to process payments. Not all EWay merchant account users are affected, but several are.

Our Support and Systems teams are aware of the issue and are investigating it now.


DETAILS
For an unknown reason, when clients enter their EWay credentials into Infusionsoft, Infusionsoft is unable to authenticate with EWay. As a result, charges are not being properly collected.

Eric Martineau, chief software architect, explains that Infusionsoft is receiving a 0-byte response from EWay when attempting to send data to their servers. Read more about it, here. Under normal circumstances, the server would respond with a confirmation of some kind. (Thanks Eric!)

It is advised that if you use EWay as a merchant account, you login to EWay and confirm if charges are being collected. Again, not all EWay users are affected, but several are.

If you observe an inconsistency between your EWay account and Infusionsoft, please contact our support team to open a ticket and provide our team with helpful information for speedy resolution.

In the event of any errors as a result of this issue, we will honor any additional requests like mass-collections, refunds or anything needed to ensure you (and your customers) are completely satisfied. Please contact our support team if you have an issue and provide specific details.

Our support team is available via telephone at 1-866-800-0004, option 2. Monday - Thursday: 6a - 5p; Friday: 6a - 3p.


SCOPE: Infusionsoft clients with EWay Merchant Account
SEVERITY: High, involving money
ETA: Unknown, will be fixed ASAP. (~3 days)

UPDATE: We rerouted the merchant servers to use a different network. From our initial testing, things appear to be running smoothly.

~Joe

This issue has been resolved. Clients have reported they are able to successfully charge customers and we've confirmed connectivity to EWay.