For an a-thon, you can locate failed transactions by accessing the pledge payments page within the donation campaign. Sorting the table by the Status column will let you easily filter and review failed transactions. If a donor's payment fails, our system will send them a link to retry their card or enter in a new card. They'll complete the transaction and once the new charge goes through, your dashboard will be updated to show a successful payment. In nearly all cases, this is how things get resolved.
If you're in communication with the donor, you can direct them to head to Donations to retry the charge.
If a donor is still having trouble retrying the transaction, the first thing we'd recommend would be sending the donors the instructions below: Sometimes, payments might fail due to reasons such as insufficient funds, expired cards, or cancelled credit cards, requiring additional actions to ensure the payment is completed.
"Head to https://account.betterworld.org/donation-transactions and retry the charge manually there. You can use a new or an existing card, and you'll see if the charge was successful right there on the screen. Once you do that, the payment status will automatically update for you and for the nonprofit."
Hopefully, this resolves the issue. As a backup, you could always accept a check or direct them to your donation page found on your dashboard. From here, you're able to move the donation from the standard donation campaign to the a-thon campaign. Check out this helpful article on how to move donations!