How a Donor Reactivates a Suspended Payment Method

This article provides steps for a donor to reactivate a suspended payment method on their account. 

If a donor receives an email notifying them that their payment method has been suspended, they can reactivate the suspended payment method through their online account. All gifts and future payments using the suspended payment method will not restart until the issue has been resolved. This includes credit cards and ACH payments. This process is going to reactivate all the gifts that that payment method is tied to regardless of the organization. While reactivating a suspended payment method, the user has the ability to modify their next schedule date, regardless if  the date to process the gift has passed or not.

Example: If the donor receives an email notification letting them know the payment method associated with their gift has been suspended, they can review all of the effected payment method errors on their My Gifts screen, under Upcoming Gifts, and Transaction History, which indicates all scheduled gifts that have been suspended, and will not be retried until resolved.

Complete the steps to reactivate a suspended payment method on a donor account:

1. Click on the Update Payment button inside the notification email. 

2. Click on Resolve to begin the reactivation process. 

Note* Alternatively, it is possible from My Account to scroll down to Wallet and click on the ellipsis of the desired payment method to view the drop-down menu and select Reactivate to begin the process. Beginning the process by clicking on Resolve is preferred.

3. Click on the Next button.

Note* The suspended gifts are indicated with the gold triangle icons.

4. Enter valid contribution method information.

5. Click on Reactivate.
 

Note* The payment method has been successfully reactivated.

Note* The payment method has been updated, however, notice that the status of the gift is still suspended until it is reactivated.

6. Click on Reactivate to to update the status of the gift(s).

Note* You may choose to update the next contribution date for each gift prior to completing the reactivation. All missed contributions are processed within 24 hours of reactivation.

7. Click on the pencil icon to update the payment date.

8. Using the calendar, select a new payment date.

9. Click on Apply.

10. Click on Reactivate.

Note* The green icons indicate the gift has been reactivated and any updated gift dates appear here as well.

11. Click on View Funds.

Pledges and Gifts are ready to go.

12. Click on My Gifts to see a list of Upcoming Gifts now that they have been reactivated.

Note* The video is best viewed at full screen. Press Esc on your keyboard when you are finished viewing.