Summary / TL:DR: This article will show you how to change a Credit Card which is in soft decline.
The Next Date to Request Auth/Bill must be in the future. If the date has occurred or is the current date, the credit card cannot be changed.
How to Change a Credit Card in Soft Decline
From the Customer Service ribbon, navigate to Invoices and Payments
Select the invoice to change the credit card and go to CC Transactions tab at the bottom half of the screen
Check the Next Date to Request Auth Bill field and ensure the date is in the future. If not, do not proceed
Select Change Credit Card Transaction
The Credit Card Transaction Maintenance dialog box will appear:
Clicking Add Card will open up the secure payment entry dialog box, complete the following:
Card Type
Select the card type from the list.
Card Number
Enter the card number.
Expire Month
Enter the card's expiration month.
Expire Year
Enter the card's expiration year.
Security Code
Enter the card's security (CVV) code.
Save Card
Choose whether to add the card to keep on file for future payments:
Yes - Will keep the card on file for future purposes
No - Will not keep a record of the card being used for the current purchase.
7. Click Confirm
8. Click OK
Once the credit card is changed, if you would like to attempt to charge the card today, change the date for the date for the next request auth bill. For instructions, go here.
Wrap up
You should now be able to change a Credit Card which is in soft decline and update the customer’s details.
Still need help?
We know this can be frustrating. To get further help open a Jira ticket.
