If a card payment fails, a bell notification appears. Bloomerang CRM retries payment failures every other day until a payment is successful or seven days have passed. You can also manually resolve a payment failure.
View Failed Payments
You can view a list of all unresolved payment failures in your database.
To view the list:
Click the bell, and then click the payment failures notification.
Tip: You can also select Settings > Payments > Payment Failures.On the Credit Card Payment Failures page, click Resolve next to a failed payment.
In the Schedule section, find the Last Payment Status:
At Risk — The last payment failed but Bloomerang CRM is trying to reprocess it.
Failed — Bloomerang CRM is not trying to reprocess the payment.
To view the reason for the failure, and to view all failures for this schedule, click Schedule. If Bloomerang CRM is still trying to reprocess the payment, the date of the next processing attempt appears.
Do one of the following:
Resolve Expired Cards
If the credit card is expired, resolve the failed payment in one these ways:
For credit cards in Apple Pay and Google Pay, the expiration date and card number update automatically. For credit cards in PayPal, PayPal might automatically update the expiration date if the card is eligible for automatic updates. For credit cards in Venmo, constituents must remove and re-add the card.
Note: Bloomerang CRM does not try to reprocess credit cards that expired before April 2017. To resolve these payment failures, set an end date or change the payment method.
Update the Card
To update the card:
Contact the constituent to get the full card number and expiration date for the new card. This method resolves the current failed payment, but not past failed payments.
Go to the Edit Recurring Donation Schedule, Edit Pledge, or Edit Membership page.
Update the credit card information or enter a new credit card.
Click Save And and select Reprocess Failed Payment. The new payment method saves and Bloomerang CRM immediately processes the payment. If this payment also fails, an error message appears.
If the payment continues to fail, remove and add the card again. If that doesn't help, ask the constituent to contact the card issuer.
Change the Payment Method
You can change the payment method to something other than a credit card. This doesn't recapture any of your at-risk revenue.
To change the payment method:
Go to the Edit Recurring Donation Schedule, Edit Pledge, or Edit Membership page.
Change the payment method to something other than Credit Card.
Click Save And and select Go to the Timeline.
Set an End Date
You can set an end date for a recurring donation or membership. This doesn't recapture any of your at-risk revenue.
To set an end date:
Go to the Edit Recurring Donation Schedule or Edit Membership page.
Add an end date to stop this recurring donation from generating failure notifications. For more information, read Set End Dates on Recurring Donation Schedules and End Memberships.
Click Save And and select Go to the Timeline.
Pay With Another Payment Method
If the constituent wants to pay using another payment method, add a payment. For information about how to do this, read Add or Edit Recurring Donation Payments, Add Pledge Payments, or Add, Edit, or Apply Membership Payments.
About Converted Donations and Failed Payments
Constituents sometimes make a donation online in an attempt to make a payment on their schedule. If you convert this donation to a recurring payment, pledge payment, or membership payment, the payment information on the schedule doesn't update. This means the next autoprocessed payment might fail. For more information, read Apply Online Donations to Recurring Donations or Pledges.