Cannot cancel a recurring gift

[Caren Mulford]

I have been trying to cancel a recurring gift in Connect, but nothing happens. Starting at the donor's most recent transaction, which was declined, I click on "Manage Recurring" then follow the steps to "Cancel Recurring," but the recurring gift remains active. What am I doing wrong?

[CnP.Support]

Good day @Caren,

Do you have the Order Number for the transaction you are trying to cancel?

[Caren Mulford]

1621510115638440017868

[CnP.Support]

Good day @Caren,

Sorry for the inconvenience. We have identified an issue with Connect admin that is currently under review.

We will have an update shortly. In the meantime you may cancel the recurring using the Portal (https://portal.clickandpledge.com). We will update this thread once the patch has been released.

Once again sorry for the inconvenience & thank you for bringing the issue to our attention.

[Caren Mulford]

Thank you. I followed your link to the Portal, but I'm not sure how to cancel the recurring gift in question there. Can you provide instructions?

[CnP.Support]

Good day @Caren,

Please just hang in there for another hour. The fix is being deployed across all servers. We should be done in less than an hour.

[Caren Mulford]

Thank you!

[CnP.Support]

Good day @Caren,

Thank you for your patience. The update has been replicated across all servers and we are live.

For your reference: http://help.clickandpledge.com/custo...rticles/801430

This post also shows how to cancel a recurring in the portal. Please try it now in Connect & let us know if it works.

Thank you again & sorry for the inconvenience. This particular scenario was never encountered & reported.

[Caren Mulford]

Thank you for the update and the instructions. I've tried to cancel a few recurring gifts in Connect and they all appear to have worked.

[CnP.Support]

Great!

Moving forward..