Pre-Authorized Transaction never Processed

[Nichole.Cramer]

Hello,

I updated the credit card information on a recurring gift for one of our donors. On 4/28/2018 the gift was pre-authorized and the receipt said for $0. This always happens when we update CC info on an existing recurring gift. However, 5/28/2018 went by and no gift was processed and I didn't even receive an error email. I'm wondering why it stopped working. Could someone help? I don't want to have to contact the donor again to get their card info a second time...

Best,
Nichole

[CnP.Support.AM]

Good day @Nichole.Cramer

Would you please share Recurring ID or the Order number so that we can review whats going on?

FYI, the image you have provided is PNG and this forum does not show it in full scale. I only see a thumbnail. Please post as a JPG so we can review.

[Nichole.Cramer]

Hi CnP.Support.AM ,

Yes, the recurring ID is 311140 and the order number on the receipt is 35892-1805021104168457995, but in SF it's d06c43b0-7a37-4a56-8ee2-c0be27f14836
I've granted access to our org and our org ID is 00D36000000v7f0.
I've reuploaded those photos at JPG.

Thank you!
Nichole

[CnP.Support.AM]

Good day @Nichole.Cramer

Since you have changed the credit card information the last transaction in the chain is the pre-authorization. A card that has changed will only charge again until you click on Charge Next as the Next Installment Date is the past date.



Once you Charge Next then the recurring will be back in the chain to process automatically next month.

Regarding the order#35892-1805021104168457995, it is not related to above recurring transaction and I am not sure why and how you processed it. I see the Item name is Pre-Authorization which doesn't make any sense.

Hope this helps. Please check and let us know if we can be of any further assistance.

[Nichole.Cramer]

@CnP.Suuport.AM,

That makes sense. Since we've also passed 5/28/2018 will it charge his card twice or will I also have to charge it for the 5/28 donation as well? I just want to make sure there is a way to get him back on the recurring schedule without double charging his card even though technically he will have missed a month of donating.

Thanks,
Nichole

[CnP.Support.AM]

Good day @Nichole.Cramer

Yes, you may charge the card twice i.e. for the month of April and May then the recurring will get back on the recurring schedule to process automatically. Otherwise, you may update the next installment date to future by updating the recurring to avoid to charge the card.





Hope that helps.