Failed Recurring Gift Payments

Payments can fail to process for a variety of reasons, such as insufficient funds. From Contributions, you can review active recurring gift plans with failed payments and update payment information, pause, and manually retry them. If you have Raiser's Edge NXT, you can retry failed payments in the web view.

When a recurring gift payment fails, you can review it so you can retry the payment, update the payment information, or pause it from Contributions.

To retry a failed payment from Contributions:

  1. Select Review recurring gift plans with failed payments under Needs Attention.

  2. Select a recurring gift plan.

  3. To process the latest payment, select Retry.

    • If the payment fails again, contact the donor to request updated payment details and retry.

    • If the payment is successful, continue retrying other failed payments.

To update payment information for a failed payment from Contributions:

  1. Select Review recurring gift plans with failed payments under Needs Attention.

  2. Select a recurring gift plan.

  3. To edit card information, select Update payment method

Note: If the donor wishes to change their payment method, you must end the recurring gift plan and the donor must donate through your donation form with their preferred payment method. To end the gift, select Complete from More actions.

To resolve failed payments by pausing or ending a recurring gift plan from Contributions:

  1. Select Review recurring gift plans with failed payments under Needs Attention.

  2. Select a recurring gift plan.

  3. To edit card information, select More actions.

    • Hold while you reach out to the donor to update their payment information.

    • Complete when the donor no longer wishes to continue their payments.

    • Terminate if your organization decides to end the gift, such as if you are unable to update a donor's payment method after multiple attempts.

To remove a failed payment from the list without resolving it, select Dismiss.

Note: Credit Card Updater from Blackbaud Merchant Services helps prevent disruptions in recurring giving and decreases the number of failed payments by automatically updating out-of-date credit cards. For more information, see Credit Card Updater in Blackbaud Merchant Services Help.