Declined Transaction

[cliff.archey]

Hello,

I am having difficulty with 2 new donors whose cards are being rejected. Each time they try to process, an error message appears in Click and Pledge and on our website indicated a decline. Below are the order numbers with the dates:

12/30- 1312301613189766293
12/26- 1312261633571943465

Neither of these donors are having a problem with making transactions with the respective cards elsewhere, so please let us know what the issue is.

Thanks,

Cliff Archey
The New York Foundling

[CnP.Support]

Good day!

Please download the report in the Portal and you will see the decline reason being listed. Decline reasons are listed in the system reports in the C&P Portal.

- Login to the administrative portal - https://portal.clickandpledge.com
- Click on Account Info
- Click on the Report sub-tab
- Click on Search & Donwload
- Download the consolidated report making sure you have selected Declined transactions

Do you see those transactions?

[cliff.archey]

Yes, one of the transactions was cleared up by the donor's credit card company, and now works. However, for the other transaction, the reason is marked "DO NOT HONOR." What does this mean?

[CnP.Support]

Good day!

"Do Not Honor" is what the bank has posted to us. We researched this by calling a couple of banks and all state that the message is a general decline due to either no limit available or that the card is no longer valid.

the message should be taken as the bank stating that the card is not honored.

This requires the card holder to contact the bank and find out what is going on. We simply show what the bank is posting back.