How do I post a transaction that is no longer in temporary but hasn’t been posted

[Cindy Gavelek]

Donor initiated a recurring donation online via C&P but is not yet in our SF. When I try to process her as a new contact, I get Error: Please Process Master Transaction Number 1502061712576712910 First and then Process the installments)). She is donating monthly. The ones from previous months have disappeared (even though they were never logged in Salesforce) but it still won’t let me process the August one because the master has not been processed. And yet the master does not appear even in the “all transactions” list…

[CnP.Support]

Good day!

A recurring transaction has the following attributes:

• Master Transaction: The first transaction that was done to initiate the recurring transaction
• Follow up transaction: All other transactions after the "Master" transaction

The Master Transaction defines the "Recurring" chain and family. If the first transaction is not in Salesforce all other recurring transactions will not process in Salesforce. Please note that the money transacts without any issues and the issue is only related to gathering all recurrings into one family. In the absence of the parent none of the children will have a home.

To resolve this issue simply go to the Connect platform and search for the order number of the master and post it to Salesforce. The rest will resolve automatically and can be processed.

I hope that answers your question. Please let me know if we can be of any further assistance.

[danowens]

I have the same issue but this solution didn't solve the error for me. I have someone that started a recurring donation in August 2014 and then last month it stopped when the credit card expired. They initiated a new recurring and ended up in Temporary Contacts (which is an issue for another day) but when I attempt to merge them with their initial contact, I get this error that we need to process the Master Transaction. I searched via the Portal and found the transaction and clicked Push to Salesforce and then attempted to process the contact again, but no luck.

[CnP.Support]

Good day @DanOwens,

The issue is the Master Order Number. If the Master Order number is missing then the recurring cannot be processed in Salesforce as the parent for the recurring family is missing.

Please grant us login access and the order number so we identify the master and resolve it for you. The system is making sure the data integrity is verified.