Transactions not processing through BBMS when using AlumniQ

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Julie VanErsvelde
Julie VanErsvelde ✭
Tenth Anniversary Facilitator 1 Name Dropper Photogenic
in Merchant Services APIs

We use AlumniQ for our reunion registrations and it links to BBMS for the payments. We have had a couple of donors let us know that they can't get their payments to process. They enter all of their information and then they get a box that says your payment is being processed but it just sits and spins. AlumniQ is saying it is a Blackbaud issue but chat just told me that it would be an AlumniQ problem. We are using the payments API so sent me here to ask if anyone else has had this issue and what we might do to resolve the problem. Our registration has only been open since Feb 1 and we have had two problems already. This is our third year using AlumniQ and have not had any issues previously. Thank you for any guidance!

Comments

  • Heather Templeton
    Heather Templeton Blackbaud Employee
    Tenth Anniversary Facilitator 1 Name Dropper Photogenic

    @Julie VanErsvelde I will attempt to see if I can help. Give me some time to research and I may reach out directly for more information.

  • Julie VanErsvelde
    Julie VanErsvelde ✭
    Tenth Anniversary Facilitator 1 Name Dropper Photogenic

    @Heather Templeton Thanks Heather!!

  • Heather Templeton
    Heather Templeton Blackbaud Employee
    Tenth Anniversary Facilitator 1 Name Dropper Photogenic

    @Julie VanErsvelde good news is that a majority of the users that might have experienced this were able to use a different credit card to process successfully. It looks like a majority of cases were related to this error “This transaction requires authentication”. In this instance the checkout is loading another window for the user to authorize. This is based on the issuing bank and may lag depending on the bank. I'm confirming if there is anything AlumniQ can do anything to catch this issue.

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