AMEX charge is not creating a new record in Salesforce

[Susanna]

A standard notification email alerted me to a payment via C&P, but it did not post to Salesforce. I went into CONNECT, found the transaction and clicked Post to Salesforce. CONNECT then indicated it did post to Salesforce and now even gives me a Record ID (but when I look for it, it says it was deleted). In Salesforce C&P Transaction Detail, I now see a record, but it has not created the Opportunity. It seems AMEX presents problems sometimes and my guess this is one of those times. The Order # is 24101-180126073122179

I can of course manually create this transaction, but I don't think that's what you had in mind. What do you recommend?

[CnP.Support.AM]

Good day @Susanna

Would you please grant us login access to your Salesforce account so that we can review whats going on?

We noticed that you are many versions behind. If you allow us we will upgrade your instance with latest versions of our apps and review the issue.

Looking forward to hearing back from you.

[Susanna]

The record eventually showed up; I don't know why AMEX behaves differently.
I didn't know we needed updates, thanks for mentioning it. I've granted you access and our Org ID is 00D61000000aVFr.

thanks

[CnP.Support.AM]

Good day @Susanna

Sorry, we don't have access to your instance:



Please grant us access to that we can proceed with the upgrade and review the issue.

Looking forward to hearing back from you.

[Susanna]

I guess that was a week ago, so it must have expired. I granted you access for another reason a little while ago, so it should again be active. Thanks.

[CnP.Support.AM]

Good day @Susanna

We reviewed the above recurring order number and found NO issues as you have described. We see the transaction, opportunity...etc. created as expected.

However, we have upgraded your Salesforce instance to the latest versions.

It is highly recommended that you login to the Connect & re-establish the connection. You may see that your account is already connected but this does not mean the new information has posted to Salesforce.

To establish connection please see the following KB article: https://support.clickandpledge.com/s...ion#Salesforce

Release notes:

Library v5.1710020002
Release notes: https://cnp.mn/51710020002

PaaS 9.1712130006:
Release notes: http://cnp.mn/91712130006

Let us know if we can be of any further assistance.