Why does my customer's Recurring Payment Record still show a connection to my old merchant gateway?

Created by Ezra Weinstein, Modified on Tue, 23 Aug 2022 at 01:08 PM by Ethan Harris

This article explains how/why a customer's recurring payment record might show an old merchant gateway connection.


Error Message and the Payment Account:


The failed payment may produce the following generic error message or something similar:

Error message: DD/MM/YYYY Time Time Zone: Unable to create charge: Charge failed: unauthorized:


Please note that the name of the old gateway may not include "OLD" in the name.  What is displayed in that dropdown is the Merchant Account Code from Merchant Accounts.  It may just be the name of the old gateway. If there is nothing in parentheses, then that saved account is on the current DEFAULT gateway.


Why Did this Happen?


When exporting from an old gateway to a new gateway, there are always a few stragglers where a person saved their card after the export was sent to the new gateway.  The only way to fix it is to have the person re-enter their payment method.


Error Message Explained:


Unauthorized" likely means the old gateway was turned off.  This is reasonable since gateways commonly carry monthly fees. However, any payments still associated with that gateway are permanently broken at the point of turning it off. 

It is also wise to follow up with any customers still on the old gateway before turning it off.  This would be done by just checking transactions on the gateway itself. This should show who is still using the old gateway.

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