Normally, processing a credit card takes a matter of 1 or 2 seconds. However, there may come a time when it takes longer and the spinning circle seems to spin for a long time. This may occur if the credit card processor takes a long time to respond with either an approval or a denial. To understand what is happening, we need to describe what exactly is going on when you process a credit card.
The Credit Card Process
You key in the credit card information into Therabill (or swipe in the card) and you press the Process Card button. Here is what happens.
- Therabill bundles the information that you provided and sends it to the credit card processor (either FirstData or WorldPay, depending on who you have chose as your credit card processor).
- Therabill now has to wait for the credit card processor to do its magic (determine whether it is accepted or denied). While Therabill is waiting, we let you know that we are waiting by showing a spinning circle.
- Once the credit card processor replies with the results of the transaction, the spinning circle goes away and the results are displayed to you.
Reasons why the spinning circle may take a long time
- The credit card processor is taking longer than normal to respond.
- You lost internet connection. If you lost internet connection, then Therabill no longer has contact with your computer and can't remove the spinning circle.
- You intermittently lost internet. It could happen that you lost internet connection for a brief time and during that brief time is when the credit card processor responded. When they responded, you didn't have internet connection, therefore, Therabill was not able to trigger the removal of the spinning circle. The removal of the spinning circle is triggered when we receive the message from the credit card processor and only at that time.
What should I do
- Wait for it. It could be that it is just taking longer than normal for the processor to respond.
- If it has been a couple of minutes (i.e. 2 minutes or more) and the spinning circle still has not gone away. You can close down the gateway by clicking the red X at the top right corner. Unfortunately, there is probably no way for Therabill to know if the card was processed (unless the credit card processor happens to respond). If the credit card processor did end up responding, then you should see the posting under the Recent History on the right. If you do not see the posting under the Recent History, this does not necessarily mean that the card was not processed. You will need to log in to your virtual terminal (either through FirstData or WorldPay) to check whether the card was processed.