For Sphere clients who use their own payment processor, every now and then they would see transactions being processed in their payment processor, but cannot locate the transaction in Sphere.
A timeout error appears when a transaction is taking too long to process. Because the transaction never fully completed, not all information are recorded in Sphere therefor, the transaction is marked as Unprocessed Credit Card. We increased the processing time for each transaction from 90 seconds to 150 seconds on Wednesday (7/19/17) and we have seen dramatic improvements ever since.
Please contact support if you experience this issue moving forward. Please provide the following:
Contact Name Transaction Amount Transaction Date Payment ID