How do you handle declined credit cards?

Angel Lawrence

Our organization is looking into BBMS for their credit card updating services however we would have to wait for our next budget to add it in.

Until then, we have to do it the good old fashion way and make a phone call. Often times donors fall through the crack because we do not have a phone or email for them or they do not answer. What are some creative methods you use at your organization to obtain new credit card information from donors without any software/programs?

JoAnn Strommen

Not in our budget either and number of cards processed is pretty small. Don't have anything creative. Phone, email or snail mail. Generally successful.

Joanne Felci 2

Nothing super creative as well, but we use Luminate and they have a Service Center where donors can login and update their own credit card information and we have had some success sending them an email with that information.


Typically we reset their password and will send them an email with a link to the Service Center and their login/password info


Note: the service center is not mobile friendly (we let donors know that as well)

Brenda Anderson

Angel Quinn:

Our organization is looking into BBMS for their credit card updating services however we would have to wait for our next budget to add it in.

Until then, we have to do it the good old fashion way and make a phone call. Often times donors fall through the crack because we do not have a phone or email for them or they do not answer. What are some creative methods you use at your organization to obtain new credit card information from donors without any software/programs?

We find this a great opportunity to reconnect with the donor.  It is not often we do not have a phone or email address, if neither are available we can send via snail mail.  Often times the donor will increase their monthly contribution.  In any event it is always good to say Thank you again for their ongoing support.

Elizabeth Johnson

The cost of the Credit Card Updater for us was not bad. I was also thinking that it didn't make since because we have so few recurring credit card donors. You only have to pay if there is a match and there is no cost to set up. So far we have had one month that had 4 matches and nothing else. Some donors you will still need to reach out to as only credit card companies that opt in can have a match that you might be charged for. I'd rather contact people about other things than letting them know we had an issue with their credit card. Was well worth the $30 (minimum monthly fee if any matches for us) in our time of playing phone tag that month we had the 4 matches. 


You can also sign up for it and chose not to use it. Perhaps you only want to check every other month to maximize your spending. . . 


Hope you find this helpful.


Best, Elizabeth

Jennifer Lucarelli

we do not use the updater. However, we have Email as a required field when donors use the NetCommunity donation pages. So 99% of our credit card donors have a valid email address. for those that call in their credit card transactions, our policy is to have a valid phone or email address in order to accept credit card information. lastly, if anything falls through those two cracks, I resort to snail mail.  we process a lot (in my opinion) and I only have to reach out to about 3-6 donors each month. most respond very quickly by email. have been doing this for over 2 years now with very little difficulty or time lost. as a non profit, the cost savings outweighs the potential time savings for us.

Angel Lawrence

Thank you all for you answers. Some great ideas! Much appriciated!!!