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Unable to Update Recurrent Credit Cards

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  • Unable to Update Recurrent Credit Cards

    Hello, my team is unable to update credit cards, neither Connect nor the Salesforce option work. Amanda Byrne asked me to post this during today's call, she mentioned that our recurrent transactions maybe out of sync (???) You have a record of the system error with our 15th of the month Sustainers last month. Thank you for your help.

  • #2
    Hi SNomanbhoy,

    When you find a recurring donation that you are unable to update the payment method on, could you switch to Salesforce Classic and see if the problem also occurs in Salesforce Classic?

    Donor Management is not yet Lightning compatible, although we have not had many problems reported with it- you may have found one.

    And are you continuing to have problems updating in Connect? (as this problem did resolve itself with the example we used in Live Support)

    Regards,
    Click & Pledge Support Department

    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

    Join us @ the educational webinars: https://clickandpledge.com/webinars/
    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

    Comment


    • #3
      Received internally from SNomanbhoy:
      Note, that we tried Connect again after we ended the call and the error persists.
      Another note, we’ve tried this in Salesforce Classic so many times and it just does not work.

      Thanks for the update - we will continue to look into the case.
      Regards,
      Click & Pledge Support Department

      On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

      Join us @ the educational webinars: https://clickandpledge.com/webinars/
      Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
      Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

      Comment


      • #4
        Good day @[email protected]

        Would you please try to update now for that respective transaction and let us know what you see?

        Regards,
        Click & Pledge Support Department

        On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

        Join us @ the educational webinars: https://clickandpledge.com/webinars/
        Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
        Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

        Comment


        • #5
          Good afternoon, we have tried, the error persists. We have an urgent need for this to be fix. Several donors need to be charged this week. Thank you.

          Comment


          • #6
            Good day @[email protected]

            Would you please post those images as a JPG so we can review? The image you have provided is PNG and this forum does not show it in full scale. I only see a thumbnail.
            Regards,
            Click & Pledge Support Department

            On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

            Join us @ the educational webinars: https://clickandpledge.com/webinars/
            Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
            Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

            Comment


            • #7
              I am running into the same problem when trying to update a recurring donor's credit card. For some reason, this donor's donations haven't been posting to Salesforce, so I've been adding them manually. The last successful donation from this donor made through Click & Pledge was order number 26971-180324091152283. Click image for larger version

Name:	CP_save_error.JPG
Views:	20
Size:	26.3 KB
ID:	40033

              Comment


              • #8
                Good day @MichelleGFN

                We have tested the above case in multiple accounts but unable to replicate the issue. However, if you please try again to update the card and let us know if you see the same issue so that we can review the logs.

                Regards,
                Click & Pledge Support Department

                On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                Join us @ the educational webinars: https://clickandpledge.com/webinars/
                Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                Comment


                • #9
                  I just tried again and got the same "There was a problem processing your request."error.

                  Comment


                  • #10
                    Good day @MichelleGF

                    I have forwarded this to our developers to investigate the issue. We will get back to you shortly.
                    Regards,
                    Click & Pledge Support Department

                    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                    Join us @ the educational webinars: https://clickandpledge.com/webinars/
                    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                    Comment


                    • #11
                      Do you have any further information on this yet? Thanks.

                      Comment


                      • #12
                        Good day @MichelleGFN

                        Yes, we have identified the issue and hopefully will be addressed in the next week.

                        Sorry for the inconvenience.
                        Regards,
                        Click & Pledge Support Department

                        On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                        Join us @ the educational webinars: https://clickandpledge.com/webinars/
                        Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                        Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                        Comment


                        • #13
                          Good day @MichelleGFN

                          We have addressed the issue. Please give a try now and let us know if you find an issue.
                          Regards,
                          Click & Pledge Support Department

                          On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                          Join us @ the educational webinars: https://clickandpledge.com/webinars/
                          Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                          Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                          Comment


                          • #14
                            Thanks. I just tried to update with the new card number and the card was declined. Are you able to tell me why, or if the decline has something to do with the issue I was having before? The order number is 26971-1807061304260778966.

                            Comment


                            • #15
                              Good day @MichelleGFN

                              Sorry for the delay in response. It seems to be general declined. Would you please navigate to the respective transaction in Connect and click on Manage Recurring >> EDIT/UPDATE >> here update the card and let us know what you see.
                              Regards,
                              Click & Pledge Support Department

                              On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                              Join us @ the educational webinars: https://clickandpledge.com/webinars/
                              Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                              Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                              Comment

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