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Invalid Account Number - Twice?

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  • Invalid Account Number - Twice?

    Hello:

    We have experienced an error with two transactions from January 18th:

    Order Number: 161181253989474453060
    Order Number: 161181253049461012117

    The error message was invalid account number.

    Both were for a recurring donation of $10, one was from Al Ostroot and one was from Linda Ramsey. Both occurred on January 18th at 11:53 am.

    Because of the similarities between these two transactions and the fact that they occurred on the same day we suspect that the reason they did not process is a C&P error rather than invalid account numbers. Can you please try to run these transactions again?

    Our org ID is 00Di0000000iX2P and I have granted access.

  • #2
    Good day!

    In Connect as well as Salesforce (if you are using it) you can do the same thing.

    All you have to do is to go to Connect and find the transaction. There you will be able to find the button "try again" in the recurring management.

    See below:
    Click image for larger version

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    While we can do this for you, it is best if you see how to do it so you can take care of it without relying on us.

    As for the error for the decline- the error has been posted by the issuing bank. The message means (per bank's documents): It's an invalid account number. More than likely the result of the card holder closing the account or the bank issuing a new card.

    If you need help let us know.
    Last edited by CnP.Support; 01-27-2016, 02:52 PM.
    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

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    • #3
      Thank you. I was not aware of this capability. I will use this going forward to check the transactions.

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