Cannot set up a recurring gift to run on future date with card on file

[Caren Mulford]

I have a donor who wants to increase her monthly gift. The gift runs on the 17th of each month. When handling such increases in the past, I used to be able to set up a new recurring gift at the new amount using the credit card on file and selecting the close date on the day in the future that the recurring gift was next due to run. The gift would show in Salesforce as "Pre-Authorized." Now, however, the gift is showing in Salesforce as "Out of Sync" and "Void" with "-1 installments made," even though it is showing in Connect as "Pre-Authorized" and "Posted to Salesforce." The order number is 33537-170809171053787. I have granted one week accesss and our SF org ID number is 00Do0000000e6Y2.

As it turns out, the donor now wishes to use a different credit card, so I will be cancelling the recurring gift mentioned above and setting it up at the new amount with a new card. I have had this problem twice, however, so if there is a solution, please reply with any information you might have.

[CnP.Support.AM]

Good day @Caren Mulford

The reason it shows the status as Void because since you have used Card on File, we simply charge the card with a dollar to verify it is still a valid card. Once it verified/authorized the card successfully, we credited back the amount to the card.

Please note that the"Void" means that the organization Voided it so quickly that it won’t even come out of the clients account to begin with.

Regarding the -1 installment with out of sync message, yes, we are aware of that and hopefully it will be addressed in the next release.

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

[Caren Mulford]

Thank you for getting back to me so quickly. Just to make sure that I understand, you're saying that I can set up a recurring gift to run on a future date using a credit card that is on file, and even though it says "void" and "out of sync," it will run correctly on the day it is supposed to? I ask because my experience with recurring gifts that are "out of sync" is that I need to cancel them and set them up again when I want them to run, i.e the only way to manage them is to cancel them and start over.

[CnP.Support.AM]

Good day @Caren Mulford

Yes, you are right, it will run on the day it is supposed to.