Error message when trying to update credit card on recurring donation

[mjokiman]

Hi, we need to update the credit card on recurring 264125. But when we clicked on the edit credit card info, the following message appear And the recurring transaction shows
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. Please See: Re-Post Transaction to Salesforce.

Here's another one that has the same error, recurring ID:

262662

, and this one we're trying to issue credit to this order number: 1769552687552410433 but not able to because of this error.

is there a reason why? We are not able to edit the credit card info on the first recurring and the second one we're not able to issue credit. Both have the same error.

thanks
Monica

[CnP.Support.AM]

Good day @mjokiman

We reviewed the recurring ID 264125 & 262662 and found that it has been cancelled:


264125:


262662:



Please note that for the cancelled recurring, there is NO option to update the card or any other information.

However, you may issue credit through Connect for the following order#1769552687552410433

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

[mjokiman]

Hi, The reason 264125 is cancelled is because we weren't able to edit the credit card info. The error message came up when we clicked on edit credit card info. Since we're not able to edit the credit card info, we cancelled it, and created a new recurring transaction with the new credit card info.

[mjokiman]

Hi, here's another example where the message appears. I'm not trying to update any info, i just brought up the recurring detail to see what's going on.

262656 . What's the reason for this message and what does this mean?

[CnP.Support.AM]

Good day @mjokiman

The reason you see the out of sync message because one of the recurring transactions of above recurring ID 262656 is missing/not posted to SF. We noticed that installment#1 for above recurring has not exist in SF which results the above message. However, we have posted that and the message has been disappeared.

Please check and let us know if we can be of any further assistance.

[mjokiman]

I have a couple more: 262673, 262665...if the reason is the same as above, please do not repost to SF. I want to know first why it's missing/not posted to SF. Thanks.

[CnP.Support.AM]

Good day @mjokiman

Strange! We found that the installment transaction was posted to SF but it didn't assigned to the respective recurring record which results the out of sync message.

We don't have a way to find out exactly what happened to those record which causes the above issue but we found that the Transaction record for above master recurring has been modified by the user "Lozano Caroline" as shown in the below image for which might be the reason the record didn't get assigned.



However, if you repost the 1st installment record order#175139203984371582380 and 36448-1705091537116211018 from C&P Data will fix the issue.