Troubleshoot opportunity/transaction

[Radha]

Hi there,

I have a preauth transaction that has not been paid. Can you tell me when it is scheduled to be paid? I can't find the details in Connect.

https://na14.salesforce.com/006d000000hihBC

You have access to my instance

Radha

[CnP.Support]

Good day!

We are a bit confused. What is the Order Number?

When an update is made to a credit card it happens behind the scene as a pre-authorization for a card on file. Not sure what you expect to see.

if we know the order number we can determine when it is scheduled to run and if it has not ran what the issue is. Do you have the Order Number?

[Radha]

#1603151428167544298.

I expect that this person's credit card be charged at some point. Was it entered incorrectly? When will it get charged? Do I need to cancel this and resubmit the donation? I can't see why it hasn't charged yet.

[CnP.Support]

Good day @Radha,

The order # you have sent us is the Pre-authorization order number. We need to know the recurring transaction that this is associated with.

A pre-authorization is a general action in the platform and stores the token to be used for any recurring in the future. Please let us know the order number of ONE transaction in the recurring family so we can review the setting.

thank you.