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Error in monthly subscription

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  • Error in monthly subscription

    On 12/13/16 we setup a monthly recurring donation which was authorized and charged on the same day, however, the donor's card has not been charged since. In fact, the Next Payment Date is 10/6/2016. Please explain how this is possible and advise on how to correct.

    I have granted login access.
    Org ID = 00Di0000000H8fk
    Order # = 161213104602157

  • #2
    Good day @[email protected]

    The reason it didn't process the transaction because if you notice the recurring transaction on 9/6/2016 has been declined. I see that you have reprocessed the recurring transaction on 12/13/2016 with updated Credit Card information and that is for the instalment date 9/6/2016 but NOT for the most recent instalment date.

    Click image for larger version

Name:	Recurring Next payment.jpg
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    Please note that our system won't go back and charge the card automatically for previous instalments which has been declined due to invalid cards. You need to manually charge the card for every monthly transaction (i.e. 10/6/2016 TO 2/6/2017) that was missed otherwise no future transactions will occur. You may charge the card by clicking on "Charge Next" button which you will find on the above image.

    Hope that makes sense.
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