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 existing suspended payment method, choose a different existing active payment method, or add additional payment options 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. 

Determine how to update the suspended contribution method

Choose one of 3 ways to update the suspended contribution method by selecting either reactivating an existing payment, choosing an existing active payment method or by adding an additional payment option, and following the directions for each to complete the step.
 

Choice #1 Reactivate the existing suspended payment

1. Select Update Suspended Contribution Method from the list of actions to reactivate the same payment method that was previously used.
 

2. Enter information required for the payment method to be valid in order to reactivate the gifts. (For this example valid Visa credit card information is required.)

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

Note* The suspended gifts are indicated with the gold triangle icons. The status of the gift remains suspended until it is fully reactivated. 

If desired, you can update the next contribution date before reactivating the gifts using the edit pencil icon. 

4. Click Reactivate to resume your gifts. 

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

5. Click on View Funds to go to the Funds page. 

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

Choice #2 Select an existing eligible contribution method

1. Click on the arrow to select a different existing active payment method which includes information that has been previously entered and saved. 

Note* For this example the existing checking account has been selected for reactivation of gifts. 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.

2. If desired, click on the pencil icon to update the next contribution date before clicking the reactivate button to reactivate the gifts.
 

3. Use the calendar to select the next contribution date.

4. Click on Apply.

5. Click on Reactivate.

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

6. Click on View Funds.

Fund Page

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

Choice #3 Add an additional payment option 

1. Click on the plus sign icon to add a new contribution method.

2. Click on the drop-down arrow to select a payment type.

3. Enter the necessary payment information.

4. Click on Add Payment Method.

5. Click on Reactivate.

Note* The confirmation ensures you that the updates to your gifts have been saved. The green icons indicate the gift has been reactivated and any updated gift dates appear here as well.

6. Click on View Funds to go to back to the Funds page.

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

Additional Notes*

You can click on My Gifts to see a list of Upcoming Gifts now that they have been reactivated.

Note* It is possible to reactive a payment method from My Account. 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. However, beginning the process by clicking on Resolve on the alert banner is preferred.