Imported Monthly Donation Failures

[chris_percolator]

Last month, Click and Pledge imported about 170 monthly donors from our old credit card processor. While the initial authorization on all of those donations was successful, a large percentage of the actual charges have failed.

As of now, it looks like 131 of those charges have succeeded, and 42 of them have been declined. It also seems to have gotten worse over the last several days -- since 12/17, more than half of these have been declined.

Our Org ID is 00Do0000000an9P and login access has been granted. Can someone please take a look?

Thanks.

[CnP.Support.AM]

Good day @chris_percolator

We reviewed your account and found that all of those recurring transactions have been declined by the bank. Most of them have the reason "Do not honor". Our experience shows the message mostly means a general decline.

You will need to ask the card holder to contact the bank and ask for the reason for decline.

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

[chris_percolator]

Thanks for your response. I did see the "Do Not Honor" messages. But these monthly donors have all been giving for a long time, and the month they were migrated to Click and Pledge a third of them failed. Is that typical when recurring donations are migrated?

[CnP.Support.AM]

Good day @chris_percolator

We see the response from the bank in the backend. Migrating should not be the issue. Is there anyway you can contact one of your patrons to see why their bank has declined it? Could their bank identify this as something new or out of ordinary for them? We are truly not in a position to answer this question- their banks are declining these transactions and tell us the response. We cannot contact the banks as they will not talk to us - the only people that can possibly tell you are the donors. You may simply go to the recurring and click on try again in Connect or Salesforce and we will try them again and put them back in the queue but unless they authorize we will not be able to process them.