Cards Not Stored in the Blackbaud Payment Service?

Michelle Lonergan

Hi everyone,



On October 15 and November 1st we had a number of cards (250+ and 150+ respectively) get returned to us with the error code of 'Card not stored in the Blackbaud Payment Service'.  We were processing our monthly donors at the time and these cards had all successfully processed the month before.  They seem pretty random (different expiry dates, different dates added, different cc types etc) and I can't figure out for the life of me what could have happened.  Seeing as these are monthly donors I am very motivated to get this sorted out as we have since destroyed the cc numbers of these donors - so we have to call them all to get their new ones.



Blackbaud offered the solution of maybe someone deleted them out of our UAT (test) environment and if the test environment was connected to BBPS, it would have sent the signal to erase the number in BBPS - but this isn't the case. I have checked out UAT environment and the numbers are still there with the tokens.  And the records don't appear to be touched. The other odd thing about this is that we actually have 4 regional databases (sigh) and it is only happening in our Atlantic Zone database.



Has anyone else seen an increase in their cc declines because of this cc decline reason?  We used to have 15-20 declines a month in this database and now we are at 150-250! Hopefully this was a one time issue that we will only see the effects of for this one set of donors



One last thing - I know that BB purges the expired credit cards for American clients, but in Canada they don't purge the expired credit cards as we can keep transacting them as long as the cc number didn't change.  They initially tried to tell us that this was the reason (as it was a high volume of expired cc) but I am confident that this isn't the case as our databases are all set up the same and not all cards were expired. We use IATS to process, but they said they didn't get the cards from BBPS for these donors and BB has confirmed that they are deleted from their system.



Thanks!



Michelle

Wilma Ernesti

I've had this happen in the past also.  I would re-link the credit card number between the Gift and Bio2 tab and then they processed.

Michelle Lonergan

We don't enter the credit cards on Bio 2 We just enter them into the Recurring Gift record.  I have absolutly no way of getting the credit card number back besides reaching out to the donors   Thanks for letting me know! 

Wilma Ernesti

Do you import files?

Carrie Clark

Michelle Lonergan:

Hi everyone,


On October 15 and November 1st we had a number of cards (250+ and 150+ respectively) get returned to us with the error code of 'Card not stored in the Blackbaud Payment Service'.  We were processing our monthly donors at the time and these cards had all successfully processed the month before.  They seem pretty random (different expiry dates, different dates added, different cc types etc) and I can't figure out for the life of me what could have happened.  Seeing as these are monthly donors I am very motivated to get this sorted out as we have since destroyed the cc numbers of these donors - so we have to call them all to get their new ones.


Blackbaud offered the solution of maybe someone deleted them out of our UAT (test) environment and if the test environment was connected to BBPS, it would have sent the signal to erase the number in BBPS - but this isn't the case. I have checked out UAT environment and the numbers are still there with the tokens.  And the records don't appear to be touched. The other odd thing about this is that we actually have 4 regional databases (sigh) and it is only happening in our Atlantic Zone database.

Has anyone else seen an increase in their cc declines because of this cc decline reason?  We used to have 15-20 declines a month in this database and now we are at 150-250! Hopefully this was a one time issue that we will only see the effects of for this one set of donors


One last thing - I know that BB purges the expired credit cards for American clients, but in Canada they don't purge the expired credit cards as we can keep transacting them as long as the cc number didn't change.  They initially tried to tell us that this was the reason (as it was a high volume of expired cc) but I am confident that this isn't the case as our databases are all set up the same and not all cards were expired. We use IATS to process, but they said they didn't get the cards from BBPS for these donors and BB has confirmed that they are deleted from their system.


Thanks!


Michelle

I realize this post was from quite awhile ago, but my organization is currently having the exact same issue. Our rejected card rate has doubled in the last month and we don't know how to fix it. I read the comments below and it doesn't sound like anyone else really knew either? Has anyone ran into this problem since? And has anyone found a solution?