Who receives a notification about credit card expiration?

[[email protected]]

Hi,

We have multiple recurring gifts and I am wondering who receives a notification about a credit card that expired and then failed to be charged. Where can we change the settings on who receives the notification?

Thank you!

[CnP.Support.AM]

Good day @[email protected]

Sorry but as of now we are not sending any notifications for credit card expiration.

[[email protected]]

Hmm, but I received an email from [email protected]. What I wanted to do was to add a couple of emails as recipients of this notification. Please let me know what you think. Thanks!

[CnP.Support.AM]

Good day @[email protected]

You may have been received the declined notification but NOT specific to card expiration. We send declined notification email for ONLY recurring transactions and there is no way to change or add any emails.

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

[[email protected]]

Thank you for your reply. Could I ask why I was the one who received the declined notification? We have other users who have Admin (System Profile) in Connect. Thanks!

[CnP.Support.AM]

Good day @[email protected]

May I know your email and order number for declined recurring transaction?

[[email protected]]

My email is [email protected] and the declined transaction is 29121-170903095316757. Thanks for looking into this.

[CnP.Support.AM]

Good day @[email protected]

All Admin profile users doesn't get notifications until their emails listed in notification list under Receipt Settings. We found your email is listed under Notification list to get internal notifications.

However, in case of declined transaction of recurring, it seems that your email might be listed as primary contact of your Organization at the time of above recurring setup as primary contact of the account will receive the declined notification emails.

[[email protected]]

Thank you very much! This is helpful

[tmccarthy]

Can I double-check if this is still the case? If I'm reading you correctly, only one person (the primary org. contact) can ever receive a failed recurring gift alert?

[CnP.Support.AM]

Good day @tmccarthy

As of now, the declined notification will be sent for a recurring transaction to the emails listed under Receipt/Email Notification in the legacy portal. We are changing that behavior and moving that option in the Connect portal. The update will be out in a month.

[tmccarthy]

Ok thanks.

[tmccarthy]

Edit: I was able to get a password reset using email of original user who set it up.

Hi again - I cannot seem to access the legacy portal with our credentials. Why would this be? I tried to reset my password but it does not work either and says email unrecognised.