Declined "Failed" Transactions

Once you process your cards from your online event ( Process Individual Payments, Run All Cards), you may have transactions that decline.  These transactions will be listed in your All Payment Transactions History report on your dashboard in the Statements & Payments section Under the Failed Payments tab.  These statements will also remain in your Balances Due section of your Event Statements view. ** We recommend that you follow the suggestions below prior to trying to run declined transactions again.

• Wait at least 24 hours.  Running a card that declines multiple times in one day can cause issues with your merchant account and funding timelines
• Contact the constituent to inform them of the decline, and ask that they speak with their card issuing bank to ensure the transaction was not flagged for fraud.  This is common with larger transactions that are out of normal spending habits
  • Our system has a feature that allows you to invoice your donor(s). Select 'Send Invoices' on the Balances Due screen and select our pre-written statement, or customize your own. ***This will email your guest their invoice so they can pay.

• Update the card information should your constituent wish to put a new card on file.  This can be done in their interface (Adding or Removing Credit Cards) or your site dashboard (Adding a Credit Card to the record)

If you have waited the allotted time and ensured that the transactions have not been flagged for fraud, you are welcome to try these transactions again.

*Note that entries without a credit card on file will also remain in your Balances Due section after payment processing, but their CC on File column will display a CC icon that is not filled.