Is anyone else having problems with Direct Debit pledge billing on memberships? Quite by accident I found some of our memberships had either been cancelled or suspended by Tessitura. I have been back and forth with the help team who insist that it is because the payments are not reaching the basis amount in the suspend/cancel period, which I understand. BUT we have had Tessitura for over two years and our memberships were all set up before our launch and we've never had an issue with this before. It seems to have started in September. I have a Patron who started their new membership year at the end of August who is unaffected but a Patron who started their new membership year on 1 September is affected. The basis amount has always been set up to be the same as the non deductible account and that hasn't changed in 2 1/2 years so I am bit stumped as to why this has suddenly become an issue. We have a fair number of Patrons who pay by monthly Direct Debits so this is worrying.
I would be interested to hear if anyone else has encountered this issue and what steps you took to resolve it.
Many thanks!