Why Am I Getting "The VITAL Identification Numbers Are Incorrect" When Bidders Try to Register?
Authorize.net sends this message when it cannot match your account credentials to an active merchant account with your payment processor. The most common cause is a closed, suspended, or disconnected Authorize.net account. Bidders cannot register with a card until your merchant service provider restores the account. For context, this error comes from Authorize.net, not from BidWrangler.
Why This Error Points to Your Merchant Account, Not BidWrangler
VITAL is a processing platform behind some Authorize.net accounts. The wording in this error points to your merchant account, not to a BidWrangler setting. BidWrangler installs the API credentials you send to helpdesk@bidwrangler.com, but your merchant service provider controls the merchant account itself. A closed Authorize.net account, a lapsed payment to your processor, a bank change, or a fraud hold on the account can all trigger this message.
How to Restore Your Authorize.net Account
Log into your Authorize.net account. If you cannot log in, or the account shows a status alert, contact your merchant service provider now.
Ask your merchant service provider to confirm your Authorize.net account is active and connected to your merchant account.
Email helpdesk@bidwrangler.com once your processor confirms the account is active, so support can run a test authorization.
How to Keep Registration Open While Your Merchant Account Is Restored
While your merchant service provider works to restore your account, you may want to make some adjustments to prevent registrations from being completely halted. By temporarily removing the Credit Card Check, bidders will be able to continue registering, preventing backlogs.
Open the BidWrangler Admin Portal.
Select Terms and Conditions from the left-hand menu.
Click the orange pencil icon next to the terms and conditions for the auction.
Set Credit Card Check to NONE.
Click Save.
Set Credit Card Check back to ALWAYS once your merchant service provider restores the account.
WARNING: Only use this setting as a short-term fix. Every bidder who registers while Credit Card Check is set to NONE has no card on file. You must collect payment from these bidders by another method after the auction closes.
Frequently Asked Questions
Why does the error mention "VITAL" if our account is with Authorize.net?
VITAL is the name of a processing platform that sits behind some Authorize.net merchant accounts. Authorize.net includes this name in the error because your account did not reach an active merchant account on that platform. It does not mean you have a separate account to manage.
Does this mean BidWrangler's connection to Authorize.net is broken?
No. BidWrangler installs your Authorize.net credentials once and does not change them after setup. This error comes from the status of your Authorize.net account, not from the connection between BidWrangler and Authorize.net.
Can BidWrangler fix this for us?
No. BidWrangler support cannot reactivate a merchant account or change its status with Authorize.net. Only your merchant service provider or Authorize.net can restore an inactive account. Email helpdesk@bidwrangler.com to get your merchant service provider's contact information.
Will bidders who already registered before the error started lose their information?
No. Registrations and cards already on file are not affected by this error. Only a new card entry fails until your merchant account is active again.
How do we know it is safe to turn Credit Card Check back on?
Ask your merchant service provider to confirm your Authorize.net account is active. Then email helpdesk@bidwrangler.com so support can run a test authorization and confirm cards save correctly before you use the setting again.