Issue with Recurring Donation made via the Swiper

[MarionRuthig]

I have a questions relating to recurring payments and Swiper 1:

1. I had two people sign up for recurring payments on 11/19/2013 via the Swiper 1. Today the payments were suppose to charge again. One went through but the other did not. The error message I got for the other was Reason for decline: InActive Setup or Not A Manual Recurring Type. On the Click and Pledge side is shows under the recurring tab in the reports function. I do not know what is causing this, but I hate to miss out on donations and to have to ask people to sign up over and over again. If you could please research and get back to me I would appreciate it.

Thank you, Marion

[MarionRuthig]

I had not heard any response to this post and it has been over a week.

[CnP.Support]

Good day!

We have researched this quite extensively with all the channels that are in between. We are waiting for the research results from Transfirst and will notify you by Monday. All aspects of your account are set correctly but the issue with the decline in the recurring is a bit puzzling.

We will notify you as soon as we have an answer.

[CnP.Support]

Good day!

We need permission to run the recurring that was declined earlier. The processor has asked us to run the transaction again. Is this OK?

Please let us know at your earliest convenience.

[MarionRuthig]

I am looking at my TransFirst November statement and it only says only the $10 charge even went through in November. I am not sure they ran the $5 dollar charge for the other donor, who the Click N Pledge side says paid in November and December. I just asked that donor to check their credit card.

This is really making my organization not look good to the donors. It has also cost me over $70 in donations with the recurring not working right Please let me know as soon as you have this figured out. I am having another event tomorrow night where people can sign up for recurring donations. I am going to try not to use my swiper until this is resolved and hope there is wireless that I can use.

[CnP.Support]

We apologize for the inconvenience. We are trying to figure out what the issue is with your recurring and how it was set up.

Recurrings can run again if you want so once the issue has been resolved we can always run them again. If you tell us the recurring that had issue we can run it again.

This is not a Swiper issue but an account, if any. Can you give us the first name and last name initial of the person that you ran into problem so we can ensure we run the same transaction again. We will run it as soon as we have confirmation from you.

[MarionRuthig]

Can you look on TransFirst and see if on November 19th they charged Christine P $10 per month and Nicole C. $5 per month. I just checked with Nicole C. and she has been charged in November and December and I have them both on the CP side. However, my TransFirst Statement for the Swiper account for November only says $10 on 11/19 instead of $15 total. I spoke with Christine P. and she was not charged at all in Nov or December? She should be charged $10 per month.

Back in October, Carla L. signed up for $21 per month, but in November there was the same error message and it stopped charging her. I did notice that I had not turned recurring on, on the CP side, so I thought the error was my issue until all of this happened. She was charged in October only. Can you resign her up for monthly or do I need to call her and resign her up? Can you charge her for the $21 in November & December that were missed?

Please call me if you need to. I will not use the Swiper until this is corrected as those that signed up through the website seem to be functioning correctly. Thank you!

[MarionRuthig]

Any update? This has been a while?

[CnP.Support]

Good day!

Are you available tomorrow (1/21/2014) for a quick call?

We have investigated this issue and see conflicting reports. Your profile in the forum shows that your account number is: 25991 -- is that correct?

[MarionRuthig]

Yes, that is my account number. I am available tomorrow for a call at 8:30 in the morning. Otherwise, you can call me between 10:30 and 11:30, but I will not have access to my computer. Wednesday I can be reached between 8:30 and 10 am and between 1:15 and 2:45 pm. Let me know what works, so I can be expecting the call. Thanks.

[CnP.Support]

Good day!

We will send you a GTM invitation for tomorrow at 11 a.m. EST (10 a.m. CST).

[CnP.Support]

Good day Marion!

After our discussion this morning we had a clearer idea as to what is going on.

Transfirst notified us that your organization had requested for the bank account to be changed on November 27, 2013. The transaction made by Christine P was deposited on November 21, 2013 in your original bank account.

Have you verified with your original bank account?

[MarionRuthig]

I now see the $10 on the bank. Were you able to figure out why the transaction was declined in December? Please let me know when you will fix the recurring issue and charge the prior months, so I can let me donors know. Thanks.

[CnP.Support]

Good day!

Glad to see that we found the money. Hard to lose it when so much record of it is being saved.

The recurrings are still under review and we are waiting to hear from Transfirst.

[MarionRuthig]

What is the status? It is now February and I am need this resolved so donors affected do not have many months to get caught up.