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Edit Credit Card - failing; unspecified error

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  • Edit Credit Card - failing; unspecified error

    We don't do volumes in charges - so this is only the 2nd time it's come up, and it didn't work last time either.

    I need to enter a new card for an existing recurring. I use the "edit Credit Card info" button on the recurring, and enter the new info. I am pretty sure this is a good card and it's not the card that's the problem (the card was good on the last problem, too). I've included a link to the recurring I'm trying to enter the new card info for.

    But I get "Error: Sorry but we have encountered an error while trying to update the payment information. Please try again."

    I have double-checked my entry of the card number, expiry, and CVV and even the contact name and find no issues.

    Can you please help me get this button working AND get this change made?

    I have given you 1 week's access, our Org ID is 00D1a000000YF55

    Thanks much! This recurring is due to happen again in 2-3 weeks, and I need it fixed before then if at all possible.


  • #2
    Good day @Leslie Cox

    Would you please share the order number/recurringID of the transaction in the question so that we can review and see what is going on?

    Looking forward to hearing back from you.
    Regards,
    Click & Pledge Support Department

    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

    Join us @ the educational webinars: https://clickandpledge.com/webinars/
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    • #3
      1602231510246780357 and 173531 respectively, Casey Shaw - sorry...
      Last edited by Leslie Cox; 12-06-2016, 10:09 AM. Reason: added more info for clarity

      Comment


      • #4
        Good day @Leslie Cox

        We tried to duplicate the above in our test instances but unable to reproduce the error. We will continue to investigate further but for now you may update the card information in Connect.

        Sorry for the inconvenience.

        Regards,
        Click & Pledge Support Department

        On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

        Join us @ the educational webinars: https://clickandpledge.com/webinars/
        Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
        Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

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        • #5
          Okay - it updated okay through Connect, but then it sent out receipts for $0 - how do I keep that from happening just because I change the card #?

          Comment


          • #6
            Good day @Leslie Cox

            Since you have updated the card, it will pre-authorized the card with $0 and will charge the amount when the date arrives.

            Hope that answers your question.
            Regards,
            Click & Pledge Support Department

            On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

            Join us @ the educational webinars: https://clickandpledge.com/webinars/
            Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
            Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

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            • #7
              Not quite - what I am asking is, is it possible to suppress receipts for this pre-auth from going to the donor, which is confusing to them? This receipt doesn't happen when I am able to change the card from inside salesforce, but I had to change this one in Connect, and according to my logs, it sent a $0 receipt copy to the donor, as it also sent to me.

              Comment


              • #8
                Good day @Leslie Cox

                Sorry, as of now there is NO way to stop the receipt from sending in case of updating the card through Connect. However, it is in pipeline and will be updated in upcoming releases of Connect.

                Regards,
                Click & Pledge Support Department

                On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                Join us @ the educational webinars: https://clickandpledge.com/webinars/
                Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

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