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Legacy Donation form not working and all transactions are showing in GBP

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  • Legacy Donation form not working and all transactions are showing in GBP

    Hi there,
    Not sure if these two things are associated, but a donor tried to give through our legacy form at https://co.clickandpledge.com/sp/d1/...spx?wid=122624 and reported that they received the error of "Error, card type not currently accepted". They were using a Visa card, which the form is set to accept.

    During my review of the form I noticed that the "other" amount field is set to "".

    I took a look at our transaction history in Connect and all transactions are showing up as GBP (see attached). There's also no record of a declined transaction from this morning.

    Any idea what's going on?

    Thanks,
    Kirk

  • #2
    Good day kirk

    Your account was set up for GBP in the currency. I am looking into this as it does not make any sense why your account currency was set up to GBP.

    Please try it again.
    Regards,
    Click & Pledge Support Department

    Join us @ the educational webinars: https://clickandpledge.com/webinars/
    Live Support- read more: https://support.clickandpledge.com/s/article/general-information-live-support/

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    • #3
      Thanks. We are participating in the Give Big to My Station campaign. We didn't make any changes to our account for the campaign, but I believe our Station Manager was in touch with bev******@****.com as part of the setup process.

      Also, our Give Big campaign is up at https://mystation.org/c/CR/a/ashevillefm and everything there appears to be in USD.
      Last edited by CnP.Support; 12-23-2017, 01:01 PM.

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      • #4
        Good day kirk

        Your form is on the legacy platform and we ask that you please consider moving to the Connect platform. The legacy system will retire in 2018 and the classic forms will be the first to be removed in Q1.

        The new Connect forms provide you with many many times more flexibility with options & designs. Please move to Connect.. please..
        Regards,
        Click & Pledge Support Department

        Join us @ the educational webinars: https://clickandpledge.com/webinars/
        Live Support- read more: https://support.clickandpledge.com/s/article/general-information-live-support/

        Comment


        • #5
          It sounds like the legacy form is no longer supported as of today. We'll create a new Connect form.

          Will current sustaining payments on the Legacy form continue to process after disablement, or do we need to notify current sustainers that they need to restart their gift?

          Any insight on the GBP issue? Were donors charged in GBP adjusted dollars/will they see any international transaction fees? Any sense of why that change was applied?

          Thanks.

          Comment


          • #6
            Good day kirk

            Your form works fine.. there are no issues.

            Your donors were not charged in GBP as that is impossible. A setting in your account was set to GBP but given your account is a USD it was rejecting transactions. There is nothing to be concerned with - there is no way you can possibly charge in any currency other than US since you are not in Europe and not set up with a GBP account.

            Your account is now set to USD so all your forms should work.

            All is setup.. your form is working and should process.
            Regards,
            Click & Pledge Support Department

            Join us @ the educational webinars: https://clickandpledge.com/webinars/
            Live Support- read more: https://support.clickandpledge.com/s/article/general-information-live-support/

            Comment


            • #7
              kirk

              Sorry I missed one other question you had. Sustaining transactions (recurring) have nothing to do with the type of form you are using. Your recurrings will go on regardless of you using Connect or the legacy forms.

              All recurring transactions made on the legacy forms will continue till their end.. we just ask that you switch to Connect as they are more flexible forms with a lot of features.
              Regards,
              Click & Pledge Support Department

              Join us @ the educational webinars: https://clickandpledge.com/webinars/
              Live Support- read more: https://support.clickandpledge.com/s/article/general-information-live-support/

              Comment


              • #8
                Thanks for the clarification. We'll ask the donor to try using the legacy form again and will work on building out a connect form.

                Comment

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