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



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