A recurring gift stopped because the card expired or was declined
Get a stopped monthly gift going again: find it, ask for a new card, and it restarts by itself.
- 1
You'll be told
An alert under the bell → "Recurring problems", and the gift shows in To do → "Recurring gifts that failed" with a "Fix the card" button.
Failed recurring gifts are part of Today's work. - 2
See where it stands
Giving → Recurring → "Need a new card". "Will try again …" = Yahiv is still retrying. "Needs a new card" or "Stopped" = a new card is needed.
Where each declined gift stands. - 3
Call or send the link
Call the donor ("your card on file stopped working"), then press "Send update link" or read them the "copy link".
Send the link, or copy it to read on the phone. - 4
They put in the new card
When they save it, the gift moves to the new card, is charged again right away and keeps going on its normal schedule.
- 5
Taking the card on the phone instead
First save the new card on the person (their profile → add a card: the page "Add a card or bank account" — nothing is charged). Then open the recurring gift ("Fix the card") → "Change" → pick the new card under "Card" → "Save changes". If it shows Stopped, press "Resume".
Tips
- Missed months aren't charged backwards — the gift continues from now. If the donor wants to make up the missed months, record a separate gift.
- Every change to a recurring gift is listed in its history at the bottom of its page.
If something isn't working
It keeps failing with the new card too.
Read the decline message under "Where it stands". See "A charge was declined".
The new card isn't in the "Card" list on the recurring gift.
It was saved with a different processor than the gift uses, or not saved yet. Save it on the person with the same processor.