Memberships Charging to old inactive cards

LindseyE
New Contributor II

Since the last update we are having an issue with our memberships charging to old cards on the customer account. These are all memberships that do not have a preferred payment selected. For many months it has been charging the good/valid card, but all of the sudden ST is trying to charge the old or expired card. We have 16,000+ memberships. How can we resolve this?

4 REPLIES 4

scamcrob
New Contributor III

This seems like a bug. Did you reach out to your CSM?

LindseyE
New Contributor II

I did reach out to them and they let me know its a known issue and they're working on it. If the first card declines ST is supposed to charge the next card but its just stopping. 

Have you heard any update on this?  I've reported it, too, and my case is still in "triage" - it's happened for 2-billing cycles for us and am hoping it gets fixed soon! 

LindseyE
New Contributor II

Brandy,

No updates in this yet. We have over 14,000 recurring billings a month so it's really affecting us. Customers are calling in very confused. I'm hoping it get resolved before our AR report gets out of control.