Suddenly having Authorize.net SIM Timeouts on GoDaddy

gokeypa, sorry, I didn't mean to confuse you. No, that's now what I meant. A retail merchant must have a bank of some sort, in addition to an internet gateway. Now-a-days, Authorize.net WILL do it all (be the 'bank', AND the internet gateway - think they charge around $60 month), but if you already have a retail merchant account to process your credit cards (for a storefront, for example), let's say, with Bank of America (they're bad and sneaky), you will STILL have to have an internet gateway company (authorize.net, for example) to securely handle internet transactions if you sell things online.. Authorize.net charges around $30 a month for their internet gateway services, but my 'bank', the people I have my retail merchant account with, get Authorize.net's services for $9.99 a month. I was using the word 'processor' for my bank,, sorry... So to make sure that I'm not too confusing... Here's what I have.. I have a Retail Merchant account with my bank (that's the people that I like so much). THEY also handle the billing and the initial setup of my internet gateway account (Authorize.net). Because I use Authorize.net through my bank, my fee for Authorize.net is only $9.99 a month instead of $29.99 (my bank gets a discount), and my total Retail Merchant fees, including PCI is only $19.99 a month, making my total bill just under $30 a month for everything, including the gateway fee (authorize.net). If you use AIM module, you will still need Authorize.net;;; the difference being the customer will enter their credit card information while on YOUR website, and at that point, YOUR website talks to Authorize.net account and gets the approval or decline.. but the customer never leaves your website. With SIM, the page the customer enters his/her credit card info on is ON the Authorize.net website (they have actually left your website, and get redirected back to your website once the transaction is over). That's the difference.. but in either case, you still have to have the Authorize.net account (or some internet gateway) in addition to a Retail Merchant account; unless something has changed that I don't know about, that's what has to happen, more or less..

Ok sorry for losing track. Yes, what you stated is correct as I know it as well.

I got an email from Authorize.net this afternoon "07-29-2014" letting me know that both Authorize.net and Godaddy are working together to fix the issue. I was given no time frame for the correction and told that since it is a known issue I will not be notified when it is fixed. "great customer service there." Below is the copy of the base email that I received. Just an FYI I still do not know if trying the AIM access will work or not, the AIM may and most likely will still have the same issue as SIM.

Email response from Authorize.net.
"Thank you for contacting us in regards to the problems you are having. After your call I got an update that GoDaddy has contacted us and we are working with them to resolve the issue.

Thank you for reporting this issue. GoDaddy is now in touch with Authorize.Net to investigate this issue and we are working together to find a resolution. We do not yet know how soon the issue will be resolved, but we are making progress in the investigation.?

We will get the issue resolved as soon as possible, since this is a known general problem you won't receive further contact from me about it.

Thank you for contacting Customer Support."

Thanks gokeypa!! I switched all 4 of my sites over to AIM and they are working perfectly. I think that you should definitely give it a try.. it won't take but a few minutes, and you will be up and running until they get the SIM issue fixed; assuming they work like mine did... but I would think it would work... good luck, and let me know if you find out this problem is fixed, and I will do the same for you.. Thanks!!!!

Thanks for the heads up. I just switched my site over to the AIM as well and it is working again. I will let you know if I find out anything about the SIM process.

I am replying to this email so I can be notified by the thread. I don't use zen-cart but I am still affected.

I use DPM (Direct Payment Method) and the relay response to capture the information.

I too began having issues with GoDaddy/Authorize.net on 7-26-2014, I had no prior issues and no code changes, and I had a successful payment on 7-24-2014.

In desperation, I changed my relay response page to be on a Yahoo hosted domain, it was working out well until suddenly around 5:30 pm CST it suddenly stopped working and began giving the same IMMEDIATE timeout error that I was getting with GoDaddy. So it appears it is not quite GoDaddy unless Authorize.net has an issue because the initial request was coming from a GoDaddy server.

oh, and I am also having the issue on my Authorize.net sandbox account.

Both GoDaddy and Authorize.net gave me the same run-around everyone on this thread is getting.

Thanks llong; Interesting... and likewise, if you find anything out, please post here :)

Thanks for this. I don't even use Zen Cart but have been having the exact same problem with custom software. This topic was very helpful so I want to share some potentially useful data back.

1. GoDaddy is aware of the problem and installed a patch today. It didn't solve it for me, though.

2. Authorize sort of denies there's a problem, but then admitted that they started sending out these kinds of confirmations from two new IP addresses recently -- the tech support person couldn't tell me know recently. They said the new IP addresses are 198.241.168.60 and 198.241.162.104 "in case you want to whitelist them."

Is there even a place to whitelist IP addresses at GoDaddy? I looked around but didn't see any.

Thanks,

Mark

msalt:

Thanks for this. I don't even use Zen Cart but have been having the exact same problem with custom software. This topic was very helpful so I want to share some potentially useful data back.

1. GoDaddy is aware of the problem and installed a patch today. It didn't solve it for me, though.

2. Authorize sort of denies there's a problem, but then admitted that they started sending out these kinds of confirmations from two new IP addresses recently -- the tech support person couldn't tell me know recently. They said the new IP addresses are 198.241.168.60 and 198.241.162.104 "in case you want to whitelist them."

Is there even a place to whitelist IP addresses at GoDaddy? I looked around but didn't see any.

Thanks,

Mark

I kept testing the relay response today and I found it continued to NOT work. I have not even heard back from Authorize.net...there goes the 'get back to you in 24-hours promise'.

So I decided to take the advice of the other posters and write new code for AIM...which is really crummy that I had to do that, but it appears to be working just fine at this point.

GoDaddy alleges that the problem has been resolved. (It was a problem with a recent necessary change in security rules protecting your websites.)

If you are still having issues with SIM, contact GoDaddy support and let them know.

Dr. Byte, Question.. 1st, thanks for trying. SIM's still not working. I'll try again tomorrow. The problems with contacting GoDaddy is; they will not admit there is a problem, they will not let anyone (Joe Customer) have access to anyone that will admit there is a problem, they will not give anyone access to ANY of their Techs. It's literally explaining the same thing over and over again to someone that comes back and tells you the same thing as the person before. Extremely time consuming and useless, not to mention annoying. So, if you could give us, even if it has to be in a IM, the name and contact information of even one person that will actually admit there is or was a problem in the first place and knows what the problem is or was, it may not actually be a waste of time to contact GoDaddy. Or perhaps you could give me information to let customer support know who/where to start looking,,, because literally, they put the phone down and start asking questions to other people in the same room with them.. they don't have a clue... and it's the same every time. I've called them at least 5 times on this matter.. and they get me to send that same screenshot every time. I haven't even spoken to one single person at GoDaddy that even knew what SIM or AIM is.. but like I said, Thanks VERY much for giving it a shot to talk to them on our behalf.

I just tested the Direct Payment Method/Relay Response this afternoon with the Sandbox and it is still NOT working. And I have never heard back from Authorize.NET.

I am continuing to use the AIM since it works.

I asked him for a proper escalation method other than emailing him directly, but he hasn't replied, so email him directly at: Bill Watt: b w a t t @ go daddy.com with "Authorize.net SIM problems continue" as the subject line, and let him know your site domain name in the body of the email. Also include the date when the problem started happening.

Frankly AIM is a much better experience for your customers anyway ;)

Thanks Dr. Byte!!! I agree that AIM is much better for the customer. I am going to try and get a PCI pass certificate with AIM, but non-compliance fees are high...... I'm sure I'll have to search for help here on the Zen Cart forum, but with the great help here, it's possible for (even) me to get a pass certificate, probably.. ha...

The last information I received was that I was supposed to call Authorize.net to get the ip addresses and then I needed to call back GoDaddy to tell them the ip addresses so that GODaddy could add those Ip addresses to their whitelist to allow this interaction.

Some great customer service going on here. I have to do all the calling back and forth? But I never caused any of the issues.

GoDaddy is a huge company with expensive hosting. You would think they would have more informed people that are available for customer support. They literally have zero techs that a customer can speak to. I love their 'regular' customer support, and it's 24/7, which helps me because I have odd hours, but this no-tech support thing they have going on drives me crazy.

llong:

The last information I received was that I was supposed to call Authorize.net to get the ip addresses and then I needed to call back GoDaddy to tell them the ip addresses so that GODaddy could add those Ip addresses to their whitelist to allow this interaction.

Some great customer service going on here. I have to do all the calling back and forth? But I never caused any of the issues.

You don't need to do that for them. I'm told that's already been done. So, contact the person I mentioned in post #32 above, and get him to look into it. Be sure to provide info about your actual site and account so he can dig deeply without having to ask you for it.

If you are still having problems, please post your domain names here so GoDaddy staff can inspect their logs for issues with those domains.
If you don't want the domain name link to be clickable, simply put s p a c e s between the letters.

Thanks! Still have two websites not working with SIM ... www . seashellnightlights . com and www . long-skateboards . com .. *NOTE: The two not currently working are both in the hosting account of, and in the root folder section of, www . wholesalebodyboards . com (which is now working with SIM)..

I never called GoDaddy/Authorize.net again on the issue because both sides were clearly being dishonest about the issue.

INSTEAD, I decided to wait until the dust settled and re-check. I have re-checked DPM today and it appears to be working as expected now.

I went ahead and reverted back to DPM because it make PCI Compliance easier over AIM which I implemented as a temporary solution.

I am only hesitant to switch back to DPM since there seems to be such a long history of Authorize.net having relay response issues....

In the end, of my free will I would never suggest a client use: GoDaddy as a hosting server or Authorize.net as they have proven to un-reliable and uncaring that their problems were wrecking our payment sites.