recurring stopped occuring

[icanaz]

I have a recurring transaction that stopped processing in August. There are still a balance due and the credit card is valid. The system has not sent an alert stating anything is wrong. What else could be the cause?

[CnP.Support.AM]

Good day @icanaz

Sorry but the image you have provided is PNG and this forum does not show it in full scale. I only see a thumbnail. Would you please post this as a JPG OR share the order number in the question so we can review?

Looking forward to hearing back from you.

[icanaz]

.jpg attached

[CnP.Support.AM]

Good day @icanaz

The reason it didn't process the transaction because if you notice the recurring transaction on 8/9/2016 has been declined. I see that you have reprocessed the recurring transaction on 8/24/2016 with updated Credit Card information and that is for the instalment date 8/9/2016 but NOT for the most recent instalment date (8/23/2016).

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 the previous instalments i.e. 8/23/2016 to 11/29/2016 per 2 weeks of intervals so next future date recurring will process automatically. You may charge the card by clicking on "Charge Next" button which you will find on the above image.

Hope that makes sense.

[icanaz]

So to clarify...we will need to go back and manually charge the card for every bi-weekly transaction that was missed otherwise no future transactions will occur?

[CnP.Support]

Good day icanaz

Yes- you need to go to the Manage Recurring and click on CHARGE NEXT until the item is back on its schedule. Once the next charge is set to a future date from today it will process on the date when that date arrives.

If you do not wish to bring that recurring back and start over, you may cancel this one and using the Virtual Terminal start a new one using the person's card-on-file feature.

Hope that helps.