Fixing Error on Recurring Payment

[[email protected]]

Hello -

I received an automatically generated email today letting me know that one of our donors, who has successfully donated to us for the past 6 months with this same credit card, has been declined for the monthly recurring donation. The notification said, "Reason for decline: Credit Card Number Or Expire Date is not valid." However, I have contacted our donor about the issue and he says that the credit card information has not changed.

If I simply run his card for this month, is there a chance that his recurring donation will continue successfully after this month? Was this a Click and Pledge error?

I'd hate to cancel his entire donation, get his credit card information again, and have to restart it with a new order number unless absolutely necessary.

Thanks in advance.

[CnP.Support]

Good day @Caroline,

If a card declines for the recurring transaction we have no way of changing the credit card information if the expiration or number has changed. We can always run the recurring again if you want and it will be put back in the queue for the next cycle.

I reviewed your account and noticed that one recurring failed yesterday from Robert L**** - MasterCard ending in ****68

Is this the one that you are referring to? If you want we can run it again and see if it goes through.

[[email protected]]

Yes, that is the one. If you could try running it again - that would be excellent. He says all of his information is the same so it should go through.

Thanks!

[CnP.Support]

Good day!

Sorry but it declined again.

It is best of the card holder contacts his bank and ask why the card is being declined.

You should have also received the decline email.

Please let us know if you wish for us to try it again.

[[email protected]]

I've contacted the donor and it seems that the problem is the expiration date - his old card expired 06/2014 but has been renewed with the same number for 06/2017.

Is it possible to update this on the donation? Or do I have to create a whole new recurring donation?

Thanks for your help!

[CnP.Support]

Good day!

You need to create a new recurring since the one that has expired cannot be updated.

Please let us know if we can be of any further assistance.