Out of sync message

[Caren Mulford]

We upgraded to the newest release and re-established connection to Salesforce last week. Since then, we've noticed that when one of our monthly donors fails to run due to a bad or expired credit card, the following out of sync message appears on the recurring gift detail:

"The recurring management options are not available since the recurring chain is out of sync. One or more payments are not posted or are still in the C&P Temporary Contacts. Please review the C&P Temp or push the missing transactions through the Connect platform."

However, we are able to use the recurring management options in Salesforce to manage these gifts. We haven't seen this message since our last upgrade in 2016, which I believe was when we were first able to use the recurring management options in Salesforce for gifts that were out of sync. Before that we had to manage them in Connect. I'm wondering if something went wrong with our most recent upgrade that is causing this "out of sync" message to appear again, even though we are able to use the recurring management options in Salesforce for recurring gifts that are out of sync. Is this normal?

[CnP.Support.AM]

Good day @Caren Mulford

Would you please share the order numbers of the recurring transactions you are referring to so that we can review whats going on?

Looking forward to hearing back from you.

[Caren Mulford]

Here's one from yesterday, 1604051439081472537, and one earlier in the week, 1611110907175794067. As far as I can tell, this message appears on every recurring gift that does not run. I have not listed them all here but can provide more if needed.

[CnP.Support.AM]

Good day @Caren Mulford

We reviewed and that is expected behaviour. That message appear only in case of Next Installment Date is past date.

Please see:


If you notice, the Next Installment Date is past date 4/13/2017 due to the last one was declined.

You need to either cancel the recurring or update the recurring with correct card information and charge the card until you see future date for the next installment.

Hope that make sense. Let us know if we can be of any further assistance.

[Caren Mulford]

Thank you for your reply. Yes, for those recurring gifts that are declined, the next installment date is in the past. I'm confused by the message that appears on these declined recurring gifts saying that "The recurring management options are not available since the recurring chain is out of sync." Since I can now cancel these gifts in Salesforce, I'm not sure which recurring management options are not available. The message also suggests that I "push the missing transactions through the Connect platform." Should I be going to Connect to cancel these recurring gifts or update credit card information, even though these options are available in Salesforce for recurring gifts that have been declined?

[CnP.Support.AM]

Good day @Caren Mulford

The options which refers in that message is Charge Next option. However, you may also cancel the recurring or update the card within the Salesforce.

Hope that answers your question. Let us know if we can be of any further assistance.