Auto Renewals allow AgileTix to store customer credit card information and use it later to process a renewal at a designated time. Below are all the steps needed to set up that process.

Vaulting must be enabled under The Corp Org and Org Control on the Admin Admin side of Agile, this has a per card fee that clients will need to be aware of.

Begin by signing in to the Web Portal.

Once your auto renewals are set up to flow through the system you will need to keep an eye on the dashboard for issues to arise. You will find the Auto Renewals on the left menu bar of the Web Portal.

At the top of this page you will find Automatic Renewals Processed where you will find most orders that have already tried to renew regardless of how successful that attempt was. When you select a Start Date for this area you will see items from that date until the current date.

The Processed and Completed columns will display the date this auto renewal tried to process and if successful the date that is was finalized.

The Status Column has three states which are Failed, Success, and Re-Try. Anything marked with a Success processed as intended and needs no further actions. Renewals marked with Failed or Re-Try are both in need of attention and may require contacting the customer. You can click all three of these to see additional information about what happened.

Success - These will show date and time this process started and was finalized.

Failed -These could have many entries but at least one of them will be the error that caused the auto renewal to fail.

Re-Try - These could have many entries but at least one of them will be the error that caused the auto renewal to fail and a button to re-try the renewal using all current information. To force the re-try button to appear on a failed renewal make and save any change including adding and removing a space on the edit payment window below.

The Order Number column will only have any entry for successful renewals, you can click this to see the details for that transaction. The Amount field next to that will have the amount this renewal was for pass or fail.

The Payment column will display the card type and last 4 for the credit card on file for this renewal or say No Pay Method. Click this number to update the card holder name, expiration date, or add new payment options. This can also be the result of the person who bought the membership and the primary member not being the same person and the primary member has no card on file.

Once you click a card number the Edit Payment Method window will open. Here you can change the customer name or update the expiration for the card on file, after updating either or these with any change you will need to save those changes. After saving any change you will again be able to press the re-try button on a failed renewal attempt.

To change the credit card on file use the green Add New Payment Option button on this page and enter the new card information. Be sure the default box remains checked if you plan to process the renewal with this new card.

In the Name column the customers name and customer number will be displayed, clicking this name will open the customer record in a new tab so that you can make changes to address, name, or card on file. This area will be discussed more in the Problems and FAQ section at the bottom of this article.

The Program, Number, and Expiration date columns are all about the membership this auto renewal are for. Clicking this member number is the same as using the edit pencil found next to the membership on the customer record.

Fixing problem transactions

After completing any solution found in this area you will need to refresh your browser for buttons to change or appear, you can do as many fixes as you want before refreshing to save time.

Starting in the Automatic Renewals Processed area the biggest problem is that the autorenewal failed, when this happens you will end up with their the failed or re-try tag in the Status column. You can click any of the ones marked as re-try and click the re-try button if you have checked the card info and made sure the customer has funds available.

 

For those marked failed you will need to get them back into a re-try status in order to attempt a reprocess of the card on file. You can change this status by clicking on the card last 4 in the payment column and saving a change. This could be updating an out of date expiration or just adding and removing a space from the customers name. When using this method to get the re-try button back you must reload your browser after saving your changes.

 

The above method also works when the card in the Payment column is red, this will always mean the card has expired and needs to be updated or have a new payment method added.

 

For Future and past renewals found in the Automatic Renewals Up-Coming section you can use the same process as above to reprocess any renewal with a red Process Date or Payment Method.

 

On Dual, Family, and Group memberships the No Payment Method error in the Payment Methods column is not always a missing card. These will have the Automatic Renewal Failed @ Get Stored Pay Method status message when you check their process date information.

 

For these renewals the issue can often be the person who paid for this membership is not the primary member on that membership. Regardless of who pays for a membership the system will look for stored payment methods on the account of the primary member who may not have one on file. You can fix these by swapping the customer with the stored payment method to be the primary customer and then reprocessing this renewal.

Click the membership number then swap to the customer tab to rearrange customers and save your changes.

 

Once you have checked everything the best practice is to remove this account from auto renewal by clicking on the member number and unchecking the auto renewal box and saving your changes. Doing this will remove this membership from your list after a refresh but also prevents the error discussed at the top of this article involving in house renewals. The customer can always choose to reactive this feature the next time they renew online.