Declined monthly payment

[[email protected]]

One of our donors is doing a monthly donation through click&pledge. The first payment was successful, the next was declined. When i checked with C&P support, they told me that it had to do with his card, not our c&p set up. He put in a new card that was accepted and now the latest payment was declined again. I want to confirm that this is the donor's error and not mine. I granted login access. Is it possible for someone to check my set up to be sure it is ok. I don't want to call the donor until I get confirmation on this. Thank you for your help

[CnP.Support.AM]

Good day @[email protected]

Would you please share the order numbers of the Authorized and Declined transactions you are referring to so that we can review whats going on?

[[email protected]]

Here are the order numbers of the declined and authorized gifts. This donor set up a monthly donation. declined and authorized order numbers.docx
The gift was first accepted. After the first decline, he put his credit card in again and it was accepted. Because this is one of our board members, I want to be completely sure it is his card and not how I set up our Click&Pledge instance.
Thank you.

[CnP.Support.AM]

Good day @[email protected]

We reviewed and found that those transactions have been declined from the bank and the reason is: Do not honor. We have no control over this message - we simply report what the bank sends us. It is always best for the cardholder to contact the bank and ask for the reason for the decline.