Why did my organization received a failure notification email, but the donation is approved?

In the event that your transaction processor, such as BBMS, IATS, or Sage, experiences an error or temporary outage when the donor submits their online donation, the organization may receive an email indicating that the donation failed with the eTapestry Message "27 - An unknown error occurred while trying to process the submission." In addition, there is no gift entry in eTapestry for the donation. However, the donor's credit card shows a charge for the donation and the charge shows in the processor's portal as being successfully charged through eTapestry.
First, ensure the gift entry is not already in the database by following the steps in the article How to search for specific donations

If it is still not found but the gift is confirmed to be processed by BBMS or another processor, you will need to manually create the gift entry. Contact support and reference this article ID to get all of the details from the missing transaction. Please have the following information ready to provide to support:
  1. Name on the card or account
  2. Date the transaction was processed
  3. URL for the donation page used
  4. Last 4 digits on card or account number
  5. Screen shot or report from your processor showing the successful transaction

Environment

 eTapestry

Was this article helpful?


Thanks for your feedback! Did this solve your issue?

Comments (optional):


Thanks for your feedback!
We're glad it was helpful but sorry it didn’t solve your issue. If you need assistance, click Chat with Support below.
We’re sorry to hear that. Please tell us why.

 I don't like how this works.

 The answer is confusing.

 The answer didn't match what I was searching for.

Additional Comments (optional):


Thanks for your feedback! If you need assistance, click Chat with Support below.
Thanks for your feedback. Help us make our products even better by sharing details in our Idea Banks or our online Community.
Thanks for letting us know. We'll work on clarifying the information in the article. If you need assistance, click Chat with Support below.
Thanks for letting us know. We'll work on updating the search engine to return more relevant results.