"A communication error occurred with the Blackbaud Payment Service. The authorization status of the transaction is unknown and it has been marked as a provisional rejection. Verify the status of the transaction with the Payment Service to proceed."

When running a EFT process to charge credit cards a user may get the error "A communication error occurred with the Blackbaud Payment Service. The authorization status of the transaction is unknown and it has been marked as a provisional rejection. Verify the status of the transaction with the Payment Service team to proceed." All of these charges may also appear as pending with a status of "Gateway Processing" but BBMS has in fact received all data for that batch ran through CRM. 
Check to see if the cardholder’s name was entered in twice upon submitting the batch, which cause the batch to fail and not process successfully.
You will need to edit that record and remove that duplicate name. Essentially it appears where bad data isn’t handled properly that causes an improper transmission file to be generated.  This file is generating the error and preventing the batch from processing.  The only way to correct it is to correct the data. If you remove that duplicate name the batch should then be able to process as normal.

Once that has been completed, Delete the batch, fix the duplicate on the recurring gift, re generate the batch, then submit
 

Environment

 Blackbaud CRM
 4.0
 4.0.163

Was this article helpful?