online renewals with contribution

Hi everyone,

Recently we’ve had some interesting reports:  when  some of our subscribers are renewing online, they’re adding a contribution to their cart successfully, but they’re saying it’s not charging them (I’ve checked their accounts in Tess, and it’s not showing up there, thankfully).  My gut reaction is that there’s some kind of user error going on because I haven’t been able to replicate this (all my tests have worked fine), and I don’t see any contribution or checkout errors in the application logs or the site logs.  We’ve also had other online renewals who HAVE successfully donated at the same time. 

Has anyone else had this kind of problem?  We moved to TNEW a few months ago, so it’s our first renewal period since the switch, and I’m wondering if maybe our patrons still need to get used to the new site…  Any thoughts?

Cheers,

Kathleen

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Hi everyone,

Recently we’ve had some interesting reports:  when  some of our subscribers are renewing online, they’re adding a contribution to their cart successfully, but they’re saying it’s not charging them (I’ve checked their accounts in Tess, and it’s not showing up there, thankfully).  My gut reaction is that there’s some kind of user error going on because I haven’t been able to replicate this (all my tests have worked fine), and I don’t see any contribution or checkout errors in the application logs or the site logs.  We’ve also had other online renewals who HAVE successfully donated at the same time. 

Has anyone else had this kind of problem?  We moved to TNEW a few months ago, so it’s our first renewal period since the switch, and I’m wondering if maybe our patrons still need to get used to the new site…  Any thoughts?

Cheers,

Kathleen

You were sent this email automatically because you subscribed to the Tessitura Web forum. You may reply to this message to post to the Web forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!