Failed to decrypt customer's credit card number

To resolve this issue:

* Begin with step 1 if LVL_SEVERE_ERROR appeared in the QBWIN.LOG file.
* Begin with step 2 if you received the "Customer Id number failed to decrypt the customer's credit card number" error.

STEP 1

Identify the affected customer and edit their credit card information.

1. Identify the affected customer record:
   1. Note the Customer ID number that appeared with the error in the QBWIN.LOG file, such as 982.
   2. Select the File menu and select Utilities > Export > Lists to IIF Files.
   3. Select Customer List and click OK.
   4. Click the Save in drop-down arrow and select Desktop.
   5. Enter CustomerList.IIF in the File name field and click Save.
   6. Open the CustomerList.IIF file in Microsoft Excel or another text editor.
   7. Search the REFNUM field to find the number you noted in step 1.a.i and note the corresponding customer name in the NAME field.
   8. Close the CustomerList.IIF file.
2. Edit the customer's credit card information:
   1. Select the Customers menu and select Customer Center.
   2. Double-click the customer name you noted in step 1.a.viii to open the record.
   3. Click the Payment Info tab and note the customer's credit card number so you can reenter it later.
   4. Enter 123456789 in the Credit Card No. field and click OK.
   5. Repeat steps 1.b.ii and 1.b.iii to edit the customer record again, and reenter the correct credit card number.
   6. Click OK to save the record.

• If the LVL_SEVERE_ERROR error no longer appears for the Customer ID number you edited, repeat steps 1.a and 1.b for all other affected customers listed in the QBWIN.LOG file.
• If the error still appears for the Customer ID number you edited, continue with step 2.

STEP 2

1. Change the Admin user name and password, which resets the encryption key:
2. 1. Open the company file and log in as the Admin user.

Note: You are automatically logged in as the Admin user if you have not set up different users and roles in your company file.

1. Modify the Admin user name and password in your version of QuickBooks:
   • QuickBooks Enterprise Solutions 7.0 or 8.0:
   • 1. Select the Company menu and select Users > Set Up Users and Roles.
     2. Select the Admin user and click Edit.
     3. Change the user name to Admin1 and enter a new password.
     4. Click OK to save the record and click Close to close the User List window.
   • QuickBooks Pro or Premier 2008:
   • 1. Select the Company menu and select Set Up Users and Passwords > Set Up Users.
     2. Select the Admin user and click Edit User.
     3. Change the user name to Admin1 and enter a new password.
     4. Click Next and Finish to save the record and click Close to close the User List window.
   • QuickBooks Pro or Premier 2007:
   • 1. Select the Company menu and select Set Up Users.
     2. Select the Admin user and click Edit User.
     3. Change the user name to Admin1 and enter a new password.
     4. Click Next and Finish to save the record and click Close to close the User List window.
2. Close QuickBooks and reopen it, logging in to the company file with the new Admin1 user name and password.
3. Edit the customer's credit card information.
   • If the "Customer Id number failed to decrypt the customer's credit card number" error occurs, continue with step 3.
   • If you are resolving the LVL_SEVERE_ERROR error, repeat step 1.c to run the Verify Data utility and examine the QBWIN.LOG file. If the error still appears, continue with step 3.
   • If no error occurs when editing the customer's credit card information, or if no error appears in the QBWIN.LOG file, repeat steps 2.a and 2.b to change each user's name and password.

1. Merge the affected customer into a new customer record.
   1. Select the Customers menu and select Customer Center.
   2. Double-click the customer name that is causing the error to open the record.
   3. Note the information on all tabs in the customer record so you can reenter it in a new customer record. Click Cancel when you are finished.
   4. Click New Customers & Jobs > New Customer.
   5. Enter the information you noted in step 3.c, but change the customer name so it is different from the original. For example, enter John Smith1 instead of John Smith in the Customer Name field. Click OK when you are finished.
   6. Double-click the customer name that is causing the error to open the record.
   7. Change the customer name to match the new record you created in step 3.e and click OK.
   8. Click Yes to the message, "This name is already being used. Would you like to merge them?"
   9. Determine if the error has been resolved:
      • If you are resolving the "Customer Id number failed to decrypt the customer's credit card number" error, edit the customer's credit card information to ensure the error does not occur.
      • If you are resolving the LVL_SEVERE_ERROR error, repeat step 1.c to run the Verify Data utility and examine the QBWIN.LOG file to ensure the error does not appear.