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Can't update recurring donation credit card info in Salesforce

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  • Can't update recurring donation credit card info in Salesforce

    My colleague is trying to update credit card info on a recurring donation and keeps getting this error message: "Sorry but we have encountered an error while trying to update the payment information. Please try again."
    The card is legit and she is able to update other recurring donation credit card info. Why is this error popping up?

    I've read from similar support cases that we can update this in C&P Connect, but we'd prefer to keep doing so in Salesforce. Can you tell me why this error is occurring and can you fix it so we can continue updating credit card info from within Salesforce?

    I have granted login access for 1 week. The recurring gift we were unable to update credit card info for is the following:
    • Recurring ID: 377535
    • Contact: Douglas Arion
    • Master Order Number: 37312-1808211040204867637
    Let me know if you need further info.

  • #2
    Good day @[email protected]

    We just reviewed and it looks like you have already updated the credited card for above recurring. Please see:

    Click image for larger version

Name:	Recurring record.jpg
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Size:	132.7 KB
ID:	47864

    As you can see the last two records are pre-authorized transactions. It looks like you have updated the credit card twice and the latest credit card last four digits are 1382.

    Those last two pre-authorized transactions were ended up in C&P Data with the following error which is the reason it doesn't list under that C&P Recurring record:
    "
    Insert failed. First exception on row 0; first error: UNABLE_TO_LOCK_ROW, unable to obtain exclusive access to this record or 1 records: 0035000003214dXAAQ: []
    "

    However, we have fixed it and you can see both of the pre-authorized transactions in the recurring record.

    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
      Thank you for fixing it, but can you explain why we got the error and how to avoid it in the future?

      Comment


      • #4
        We are investigating it and trying to replicate it to find out the root cause of that error message since it is successfully pre-authorized for both of the attempts. We will update you once we find out.
        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
          Great, thanks! I look forward to your response. When do you think you'll have more info to report?

          Comment


          • #6
            Our testers are trying to replicate it in different test instances with multiple scenarios and once we find out we will update you.
            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
              OK then, I will await your update.

              Comment


              • #8
                Another piece of information I thought I'd share is the CVV code is not a required field and in fact we often do not use it when processing transactions. When my colleague included the CVV number, the card info update threw the error. When she excluded the CVV, it looked like a successful transaction, though it still ultimately resulted in the error notification. Not sure if that's relevant, but thought I'd share in case that's helpful!

                Comment


                • #9
                  Thank you for the information. I have passed the above information to the team to cover the above scenario as well.
                  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


                  • #10
                    Thank you! I look forward to hearing more from you soon!

                    Comment


                    • #11
                      Any word from the team of testers? Were they able to replicate it and get to the root of the issue?

                      Comment


                      • #12
                        Not yet. Hopefully, by next week we will update you.
                        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
                          Any word from the team of testers? Were they able to replicate it and get to the root of the issue?

                          Comment


                          • #14
                            Good day @[email protected]

                            We are unable to replicate the issue. If you are still seeing the same issue in your instance, please let us know before you updating the recurring so that we can enable the debug logs in your instance so that we can review it.
                            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


                            • #15
                              This issue is happening again. Per your last response, I am alerting you before updating the recurring so you can enable the debug logs and review it. The donor is Alison Farquhar. When my colleague tried to process the transaction, it said that it was successful, but after refreshing the recurring payment details, the credit card information is still showing as the old credit card. To replicate the issue, in the recurring payment details for Alison Farquhar, click "Edit Credit Card Info," and enter new credit card info, and click "Submit". But the credit card then doesn't appear to be updated and we get this error email:
                              Date: 11/14/2019

                              Hi SF IT,
                              Sorry, but we have encountered an error while posting the data to your Salesforce account.

                              Additional information:
                              • Order number: d57a192e-22b6-4409-abed-90daf91c895c
                              • Contact name:
                              • Transaction Result:
                              • C&P Data ID: 62217
                              • Organization ID: 00D50000000cBTw
                              • C&P Account #:
                              • Organization Name: Appalachian Mountain Club
                              • Applications : Application Name: CnP_PaaS_FM_GravityForm- Version Number3.600.009/WP:v4.7.4/GF:v2.2.5
                                Installed Packages: 5.1905050001-9.1905190013
                              System response:

                              "Insert failed. First exception on row 0; first error: UNABLE_TO_LOCK_ROW, unable to obtain exclusive access to this record or 1 records: 003500000321Y08AAE: []"

                              Please check the following link for details:

                              https://outdoors.my.salesforce.com/a0y2J00000I9pvA
                              If you need further assistance please submit a support ticket at http://Help.ClickandPledge.com

                              Comment

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