Trouble pay invoices after cc updated

Need help? Please give a detailed explanation of your problem.
User avatar
Kmyers1730
AllPro Expert
Posts: 186
Joined: Tue Oct 07, 2014 9:23 am
Website: www.crconversations.com

Trouble pay invoices after cc updated

Postby Kmyers1730 » Mon Nov 27, 2017 10:19 pm

I have tried to pay the orders for two membership clients that have recently updated their cc's. When I click on the order and choose "pay order" and select their cards, it says "declined". The cards are active, no reason for declining. Seems to be an error somewhere. Please help :)
User avatar
JohnB
Support Team
Posts: 1026
Joined: Wed Nov 04, 2015 3:57 pm
Website: www.allprowebtools.com

Re: Trouble pay invoices after cc updated

Postby JohnB » Tue Nov 28, 2017 3:20 pm

I would first check that the updated information is correct, has the correct number and expiration and ccv, and try paying that way again.

If that doesn't work, I would try gathering the card information and paying the order with a "new card" and entering the card information. This should save the card information correctly in the process.

If that still doesn't work, please let us know a specific contact or order id, and we can look into it further for you!
User avatar
Kmyers1730
AllPro Expert
Posts: 186
Joined: Tue Oct 07, 2014 9:23 am
Website: www.crconversations.com

Re: Trouble pay invoices after cc updated

Postby Kmyers1730 » Tue Nov 28, 2017 4:20 pm

Okay thank you. I have made sure that the information is correct. The issue is that the client is adding the card information so I do not have access to it. Yes, I can contact them but I want this to be a seamless effort where they can update their information and the subscription gets charged for them. It is manageable right now with under 20 members but as it grows I want to make sure it easy for the charges to be paid. Having them update their information but then having me have to update it on my end too doesn't seem like the easiest option.



User avatar
Dave
Support Team
Posts: 622
Joined: Wed May 11, 2011 10:30 am
Website: www.allprowebtools.com
Contact:

Re: Trouble pay invoices after cc updated

Postby Dave » Tue Nov 28, 2017 9:19 pm

Yes, we agree that this should be a seamless process that can be performed by your clients themselves. I believe John is attempting to ascertain what is causing this specific issue for your clients, as this has not been reported by any other users.

Feel free to send me an email with the client's names that are experiencing the issue so that I can research this deeper for you.
User avatar
JohnB
Support Team
Posts: 1026
Joined: Wed Nov 04, 2015 3:57 pm
Website: www.allprowebtools.com

Re: Trouble pay invoices after cc updated

Postby JohnB » Mon Dec 04, 2017 12:05 pm

First, thank you for reporting this issue to us and providing us the information to help find the cause of the problem.

Second, sorry for the slow response, but I do have good news. We've addressed the issue that was preventing you from charging the new saved/updated card. So now you or the customer can pay the two membership invoices you mentioned with the saved card on file.

You can simply go to the order and pay the order, since the customer has already updated the new card, this time when you charge the saved card, it should charge the updated card correctly without declining.

If you have any more questions, or are still unable to pay the orders with the saved card for some reason, please let me know!

Return to “Help / How to use AllProWebTools”



Who is online

Users browsing this forum: No registered users and 2 guests

cron