FAQ Credit Cards on File

This guide answers common questions about managing credit cards including adding a card, changing the default card, removing a card and handling declined cards..

💡 Good to Know: Credit cards on file are used when processing individual payments and bulk payment runs.

Add a Card to a Record

A card can be added to a guest's record in many places:

1. Check In: In Guests & Bidders click on check in icon
2. Guests & Bidders: Use the Card icon to add card to guest
3. Guest Record: Use the pencil icon in either guests & bidders or all supporters
4. Statements: Either in pre-even or event statements, use  the card icon to the far right.

Change the Default Card on File

1.  Locate the constituent in either:
   • All Constituents
   • Guests & Registered Bidders
2. Click the Edit (Pencil) icon.
3. Select the Payment Methods tab.
4. Locate the desired card.
5. Click the Green Check Mark on the card you want to make the default.

💡 Good to Know: The default card is automatically selected when processing individual payments and is used during bulk payment processing.

⚠️ Important: While you can change the card used during individual payments, bulk payment processing always uses the designated default card.

Remove a Card on File

1. Locate the constituent in either:
   • All Constituents
   • Guests & Registered Bidders
2. Click the Edit (Pencil) icon.
3. Select the Payment Methods tab.
4. Click Delete Card on the card you wish to remove.

⚠️ Important: A card cannot be deleted if it has transactions associated with it or if it is the only card on file and the constituent has active bids, donations, reservations, or sponsorships.

Why Can't I Delete This Card?

You will not be able to remove a card if:

1. The card has transactions associated with it.
2. The card is the only card on file.
3. The constituent has active:
   • Bids
   • Donations
   • Reservations
   • Sponsorships

⚠️ Important: These restrictions help preserve transaction history and ensure future charges can still be processed when necessary.

What Do I Do if a Card Declines?

1. Review the failed transaction.
2. Contact the constituent regarding the declined card.
3. Ask them to verify the charge with their card issuer.
4. Update the card information if necessary.
5. Retry the payment after appropriate waiting time. We recommend you wait at least 24 hours.

💡 Good to Know: Larger transactions are sometimes flagged by banks as potential fraud and may require cardholder approval before processing.