New in Chargebee: Explore Reveal and understand your payment performance end-to-end.Try Now
Docschargebee docs
HomeBillingPaymentsRevRecGrowthReveal
Support

Product Updates

  • Release Notes

Payment Methods

  • Payment Methods Overview
  • Cards
  • Direct Debit
  • Bank Based Payments
  • Wallets
  • Vouchers
  • Articles and FAQ

Payment Gateways and Configuration

  • Payment Gateways Overview
  • Chargebee Test Gateway
  • Stripe
  • PayPal Payment Services
  • Chargebee Pay
  • Adyen
  • Authorize.net
  • Bambora (formerly Beanstream)
  • Bank of America
  • BluePay
  • BlueSnap
  • Braintree
  • Checkout.com
  • CyberSource
  • dLocal
  • EBANX
  • Ecentric
  • Elavon
  • E-xact Direct Integration
  • eWay Rapid
  • Global Payments
  • GoCardless
  • J.P. Morgan Mobility Payment Solutions
  • Metrics Global
  • Mollie
  • Moneris
  • Network Merchants Incorporated (NMI)
  • Nuvei
  • Orbital (Chase Paymentech)
  • Pay.com
  • Paymill
  • Paystack
  • Pin Payments
  • QuickBooks Payments
  • Razorpay
  • Sage Pay
  • Solidgate
  • Tempus
  • Twikey
  • Windcave
  • Worldline Online Payments(formerly Ingenico)
  • Worldpay
  • Articles and FAQ

Level 2/3 Data Support

  • Level 2/3 Data Support

Advanced Routing

  • Advanced Routing

Dunning

  • Dunning
  • Articles and FAQ

Offline Checkout

  • Offline Checkout
  • Articles and FAQ

Transaction Sync & Invoice Mapping

  • Transaction Sync and Invoice Mapping

Fraud Management

  • Fraud Management

Error Handling

  • Errors with Root Cause and Troubleshooting

Payment Lifecycle Logs

  • Payment Intents
  • Transactions
  • Gateway Activity Logs
  • Gateway Webhook Logs
  • Articles and FAQ

Others

  • Reach (Merchant of Record)
  • Payment Verification
  • Bulk Deletion of Payment Methods
  • Custom Payment Methods
  • Payment Initiator Parameter
  • PSD2 and Strong Customer Authentication
  • RBI e-Mandate
  • RBI Tokenization Regulations
  • Chargeback Management
  • Transaction Descriptors
  • Payment Preferences
  • Visa Trial Rules
  • Mastercard Trial Rules
  • Co-badged Card Compliance
  • Articles and FAQ
  1. Payments
  3. Payment Gateways and Configuration
  5. Articles and FAQ
  6. Payment Gateways
  1. Payments
  3. Payment Gateways and Configuration
  5. Articles and FAQ
  6. Payment Gateways

Error: Record cannot be found

Problem Statement

This article helps you understand 'error: record cannot be found'.

Solution

Summary

This error is mostly experienced when you are in the process of migrating your existing gateway with new gateway credentials I .e.new gateway credentials are not linked to your Chargebee Live site.

For example, the payments that were previously processed by the gateway account 1 (old account), is now switched to a new gateway account 2 (new account) or to the card details have moved from account 1 to account 2.

In other words, this error is thrown when the record Chargebee is looking up, is not been found on the gateway that is configured. This could be of 2 scenarios

  1. When the card details are not present/mapped in the newly connected gateway

  2. The connected gateway account does not have the card information (possibly in the process of migration)

Given the status of migration and conditions of this error, you can contact Chargebee's support to clarify.

Related Articles

Refund - Chargeback - fraud - What is the best way to manage chargebacks, fraud and refunds when working with Chargebee?
Is Chargebee a gateway?
Error code-(3)"The referenced transaction does not meet the criteria for issuing a credit"
How is card address verification performed through Chargebee?
Minimum transaction amount to test with PIN (PIN.NET.AU) payments.
Does Chargebee support MoR?
Can Chargebee help protect against fraud?
How do I connect my payment gateway to Chargebee?
Can PayPal be added as a payment method?
setup_intent_authentication_failure while updating payment method
'Fix for error message: (INVALID_STRING_LENGTH) The value of a field is either too short or too long.'
Why can't I remove my existing payment gateway?
'ReferenceError: ''Stripe'' is undefined'
How do I enable address requirements specific to my payment gateway to process credit card?
How to delete a payment gateway?
Why are my customers are being charged $1?
"An error occurred while processing your request" error on Chargebee checkout by Mollie
Why are transactions still In Progress even though they are settled at the gateway?
How do I process transactions or plans through a specific gateway?
Initial transaction going through but recurring transactions are failing (Authorize.net)
Cybersource test error cards are going through successfully
Chargebee + Stripe ACH Credit Transfer.
What is Chargebee's role in a 3DS transaction?
How to enable Razorpay payment gateway for my site?
Smart routing rule vs preferred currency
Are Plaid fees required to use ACH payments with the Chargebee plugin?
Why are some transactions in 'Needs Attention' status?
Pay Now URL opens but is stuck at a blank loading page
How to integrate Mollie payment gateway with Chargebee
What is Exact gateway? What are some prerequisites for integration?
Direct Debit payments aren't processed through Pay Now link
How to configure Gpay via Braintree?
FAQs for Silicon Valley Bank developments
What are the options for end-customers to setup eMandates RBI requirements?
How to prepare for e-mandate changes by RBI (Payment Gateway)
Apple Pay is not appearing in Safari browser
How to restrict 'Update payment method' button on trial emails only for some plans?
The permanent token is not getting generated for Bancontact
How to view subscription records based on their e-mandate status?
Is Google Pay supported in the Hosted Pages V2 version?
Is Chargebee supported in Korea?
3DS Authorization flow in Chargebee
'Error Message: The zipcode field is required REFID'
How to configure Global Payments in Chargebee?
What are the prerequisites for Cybersource Chargebee integration?
How to configure Apple Pay via Checkout.com?
How to integrate Bancontact via Mollie?
Does Chargebee use ACH Pull or ACH Push?
How to choose Mollie payment gateway?
What is CyberSource and how do I integrate it with Chargebee?
How to integrate Sofort via Mollie?
Archiving gateways
Error 'Cannot contact the gateway at this time'
How to configure Bank of America in Chargebee?
How to configure ACH payments via Checkout.com?
How to configure ACH Payments via BlueSnap?
How to configure SEPA Payments via BlueSnap?
What gateways does Chargebee support?
Can I use more than one payment gateway with Chargebee?
Is Google Pay supported by Chargebee?

Show more

Was this article helpful?