Error Messages - FAQ

1. Why do we get this error: First exception on row 0; first error: UNABLE_TO_LOCK_ROW, unable to obtain exclusive access to this record: []

This error message is often caused by other packages that are installed, workflows or custom coding and not necessarily by Payments2Us.  

What this means is that a record is currently being updated by another user or process.  I common cause of this is when multiple updates are performed on details records and an update also happens to the parent object.  For example, an Apex Trigger updates two contacts and at the same time, a workflow field update also changes the contacts parent account.

If this is occuring a lot, then please check the following:

  • Have you recently installed/updated another App Exchange Package like Rollup Helper or Declarative Lookup Roll-up Summaries (DLRS). Are you able to remove this for now to see if that reduces the occurrence.
  • Have you added roll up summary field to any object.
  • Have you had some custom code added/updated recently.  If so, please get your developer to review their code. The following might be of interest:
  • Are you running the latest version of Payments2Us.  If not, please upgrade.
  • Have you recently added a workflow field update or a Process Builder with an update.  If so, please disable and see if this reduces the occurance of this error.

If this error occurs a lot and all at once, then it could be a record is locked and that has not been cleared.  This may go away in a few hours.

If you are still having issues, please forward the error to support @


2. When I click on a URL token to update a card/renew details and click submit, I get the following error message: "insufficient access rights on cross-reference id". What is causing it?

1. This error message can be due to Contacts and/or Accounts being set to Private as an Organisation Wide sharing default, under sharing settings in Setup.

If your organisation wants to retain that setting, follow these steps to allow access to the Site User

2. Make sure that your Merchant Facility is set to Enforce New Public Sites Security in the Payment Gateway Options field.

3. My Payment Txn keeps going to Error status, and the Error Log message says "bad value for restricted picklist"

Checking the Error log is a good place to narrow down if you are having issues with the Payment Txns or records updating.

The subject field on the error log should specify which object the issue is occuring.

Eg: the user is trying to update the field Status on the Account record with the value  Matching Start, but it's not available on that restricted picklist.

Some objects have Like/Like relationships, which can update fields with the same APi name on different objects that are related records. The fields were not intented to be linked, but due to the same APi names being used on these related objects the field on the Payment Txn is trying to update the field on the Account record. If you have found this happening in your instance, change the APi name on one of these fields.  For more information on Like/Like fields go to THIS ARTICLE.

In this example the Payment Txn Status was trying to update a Status field on the account record due to the Like/Like relationship between the fields.

TIP: This error can occur frequently in imported files. Make sure all your data is correct and matches exactly to any restricted picklist values before importing.

4. A Payment Txn has the status error, but I can't tell if the payment was successful. How can we make sure?

As the Payment Txn has several status steps, the error could have occurred at different points of the transaction.

First, check the Payment Response Text and Payment Response Code. If these are APPROVED and 00 and the Banked Field is YES, it means the transaction was successful, and the error has come from somewhere in the matching process. The Payment Txn has an Error Log related list. Chech the error log and this should give you information on what is causing the error.

If there are no error logs, try setting the Status to Matching Start, and it should update to Matching Complete. If it returns to Error there would be an Error Log record created.

If you want to be triply certain, check the txn has been successful in your payment gateway.

If the Payment Response Text and Code is not the above eg: it says DECLINED or DO NOT HONOUR and the Banked field says NO, the txn was not successful. You can find further information on the Code and Payment Response text via Google if you are unsure. This will give more information about if the card is incorrect, or the bank has put a hold on the card, and you can let the payee know.

5. I received an error with "Payment Failed - Gateway error. IO Exception: Unable to tunnel through proxy. Proxy returns "HTTP/1.1 503 Service Unavailable". What does it mean?

This error means that the payment gateway is having diffculties linking to the bank to complete the transaction.

This can be caused if the the payers bank is having technical issues from their end eg: the bank is down.

Payments2Us goes back to recheck these txns four times a day (every six hours). If the next attempt of the txn is successful, the Status will go to
Confirmed - Checked ------Matching Complete. If the next attempt successfully links to the bank, but it is a bad txn eg: insufficient funds, do not honour, etc, the status will change to Error - Checked.

6. Payment Txns keep going to Error with the response code - D4 and response code - DECLINED. What does this code mean?

This code is specific to Windcave (formally PaymentExpress) and means that the password for the Payment Gateway PxPost credentials incorrect and too many attempts have been made so the account has been locked. It is likely that the password has changed and it has not been updated on the Merchant Facility.

You have two usernames/passwords.

  1. Is known as Payline and is for . This gives you access to the online portal for all of your user transactions.
  2. The second one is known as PxPost. This is used for the payment gateway connection between Salesforce and that Payment Gateway (Windcave aka Payment Express) ie: This is the one that your online forms use.

 You’ve logged in and changed the password for (1).  This has nothing to do with the payment transactions.

 Your second username/password gets entered on the Merchant Facility tab in the spot shown in the screenshot below.

What you need to do is:

  1. Phone Windcave.
  2. Tell them your customer number is, If you're unsure what that is contact us
  3. Ask them to unlock your PxPost Account – username is the Payment Gateway UserID field

Make a test transaction. If that still does not work, then:

  1. Recontact Windcave, quote you customer number again.
  2. Ask them to Reset the password for your PxPost Account – quote your user name, this is the Payment Gateway User IDfield
  3. Go  back into Salesforce.  Locate the Merchant Facility Tab and click edit on any Merchant Facilities that use this ID
  4. Update the password.

Please note: Payments2Us does not hold any of your Payment Gateway passwords and does not have authority to access or update.

If these credentials are used anywhere else, even outside Payments2Us, they will need to be all updated.

9. Why do we get the error- Insert failed. First exception on row 0; first error: ENTITY_IS_DELETED, entity is deleted: []?

The error says the Import file header is deleted. Someone started the import and then deleted the import file. When the processor tries to create the line items it found the header deleted and come up with error.

The solution is to try importing the file again.

10. Why do we get the error- An error occurred whilst submitting the checkout form[012,011,...]?


This error occurs when a Payment attempt is made from a blocked IP address. You will have to unblock the IP address. There will be an Error log logged in "Error Log-Payments2Us" tab with instructions on the steps that needs to be done.

Go to the Merchant facility->IP address section, you will see Blocked IP addresses, please unblock those IP addresses.

See the link for Unblocking IP addresses. Merchant Facility FAQ 11.

11. What to do if I get the  Error - "No valid public key has been specified"?
  1. Make the Merchant Facility Primary
  2. Re-Authorize the app

Authorise Payments2Us

If the Payment gateway is "Ezidebit" then please check the Username, Password and Environment entered/provided on the Merchant Facility.

12. Why do we get the error Checkout Error (Timeout Error)-"Payment Failed - Gateway error. IO Exception: Read timed out"?

 The time-out error message occurs on rare occasions when doing a credit card transaction and the connection between Salesforce and the card gateway have timed out.  Due to the timeout, the system is not able to determine 100% if the transaction was successful or not.  If the Payment gateway has not responded within the 4 minutes of the transaction this error is logged.

As the gateway has not responded back, Salesforce will not have recorded if the transaction was successful or not.

Steps to take:

  1. You will need to login to your Online Portal to see if this transaction was successful or not.
  2. You will have the Payment Txn record link on the Error log to match the transaction on the Online portal.
  3. If the Payment is Successful on the portal, you can mark the Payment Txn ->Status as Payment Complete
  4. If the Payment is NOT Successful on the portal, you can mark the Payment Txn ->Status as Error

The Online Portal for

Windcave- Payline -



NAB Transact-

DataTrans -


13. Why do I get the error "Database.update(paymentTxnList)- field integrity exception (Guest users cannot be record owners.)"?

1. Check ALL Payment Forms to see if the Donor Care Person (user) is a Guest User. Go to user record details and check the User Licence.  Donor care becomes the owner so that email notification for large donations can be sent.

2. Check ALL Accounts to make sure owner is NOT a sites one.  I.e. created prior to the Salesforce release update.

3. To improve data security for orgs with guest users, Salesforce made some security improvements. This is related to Salesforce's spring 22 update: