URGENT: Unable to process donations

[samanthap]

Hello,

We are unable to process any donations through Click & Pledge. When attempting to process a recurring donation, I received a generic unable to process message. When attempting to use the virtual terminal, I received error code 2502. I am unable to find any settings in the connect platform that would allow me to rectify this situation. This is urgent. Please help.

[CnP.Support]

Good day!

What is your C&P account number? Please always make sure to post this in all your posts since it will save time when researching your question.

[samanthap]

Thank you, I was so concerned that I forgot. Our account number is 19484.

[CnP.Support]

Good day samanthap

Please try now and let us know what happens.

[samanthap]

Thank you. I was able to process a transaction. Will we need to manually process all recurring donations that should have gone through? Are you able to tell me what happened, why our donations weren't processing?

Also, as soon as you fixed things, I received two emails saying our Salesforce connector needs to be upgraded. Do I need to make a separate post requesting assistance with that?

[CnP.Support]

Good day!

Our support is going to contact you regarding the issue. In the meantime we have enabled it.

As for the Salesforce instance, please post your Salesforce Org ID and grant us access. We will update you once we have the info.

[samanthap]

I have granted login access to org id 00D80000000d0vO.

[CnP.Support.AM]

Good day @samanthap

We have upgraded your Salesforce instance as requested.

It is highly recommended that you login to the Connect & re-establish connection. You may see that your account is already connected but this does not mean the new information has posted to Salesforce.

To establish connection please see the following KB article: https://cnp.mn/Salesforce-Connection

Latest Release notes: http://cnp.mn/Salesforce-Latest-Releases

You may also join our Power of Us Hub: https://bit.ly/1cO852O

Please - We also love to know what you think about our platform. Please review our apps on AppExchange:

Payment: https://bit.ly/cnp-paas-review

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

[samanthap]

Thank you.