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Donation declined: how to find out why?

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  • Donation declined: how to find out why?

    Hi there,

    I need some help finding out why a donation got declined. I have the error response, but it doesn't give any indication as to what's the problem.
    The Click & Pledge consolidated report also didn't give me any further details.

    What does it take for a donation not to go through? Does the billing address have to be exactly the same as registered with the credit card provider?

  • #2
    Good day!

    Please post the first name and last initial of the person in addition to the amount and date so we can research it further.
    Regards,
    Click & Pledge Support Department

    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

    Join us @ the educational webinars: https://clickandpledge.com/webinars/
    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

    Comment


    • #3
      Hi there,

      The name is Richard P, amount USD 100, date 18.04.2014

      Thanks for investigating the issues.

      Comment


      • #4
        Good day!

        We researched the issue and were notified by the bank that your account was closed since they could not withdraw the fees.

        I have asked our support to reach out to you to address this.

        Please make sure to respond to the support email as soon as you receive it.
        Regards,
        Click & Pledge Support Department

        On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

        Join us @ the educational webinars: https://clickandpledge.com/webinars/
        Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
        Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

        Comment


        • #5
          Thanks a lot for that info! We will resolve this asap.

          Comment


          • #6
            Hello,

            Some donors have experienced problems trying to donate through our website. This has occurred frequently over the past few weeks, many have received an invalid account error message.

            Previously, we have been informed that it was individualized cases of missing account info and invalid account details, however this has occurred repeatedly and appears to me more widespread is this is a problem with the page or payment processor?

            Thanks,

            Comment

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