Auto Renewals allow AgileTix to store customer credit card information to process a renewal at a designated time. 

First, consult the Agile contract or Service Agreement for the fee associated with Credit Card Vaulting. If you cannot find the fee in the contract, you may request a contract addendum from Sales that lists the per-card fee. 

Then, Credit Card Vaulting must be enabled. This setup requires coordination with Agile support representatives, who will be happy to help enabling credit card vaulting and initiating auto renewal system setup.

Once your auto renewals go live, you can monitor which customers to reach out to by signing in to the Web Portal. Click the Auto Renewals tab on the left side.

At the top of this page you will find the Automatic Renewals Processed section where you will see successful and failed renewal attempts from the past week. You can use the arrow to select a new Start Date and view auto renewals that occurred further in the past.

The bottom of this page will show the Automatic Renewals Up-coming section. You can scroll down this table to head off issues with future auto renewals. Failed transactions generally pile up at the top of this section, which makes it an excellent source for tracking down auto renewal issue.

The Processed and Completed columns will display the date this auto renewal tried to process. If the transaction was successful, the date that it was finalized will appear in the Completed column.

The Status Column has three states: Failed, Success, and Re-Try. Anything marked with a Success 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 statuses to see additional information about what happened.

Success - The pop-up will show the date and time the auto renewal started and finalized, next to Auto Process Completed.

Failed - At least one of the entries in this pop-up will be the error that caused the auto renewal to fail, such as Failed @ Get Stored Payment Method or Failed @ Authorize Credit Card.

Re-Try - At least one of the entries in this pop-up will be the error that caused the auto renewal to fail. You can use the red Re-Try button to reprocess the renewal with current information. 

You can force the Re-Try button to appear on a failed renewal by updating its payment method. To do this, click the card number to open the Edit Payment window. Make and save any change to the card, including adding and removing a space on  below.

The Order Number column will only fill in for successful renewals. You can click this entry to see the details for that transaction. The Amount field will contain the order total for both successful and failed auto renewals.

The Payment column will display the card type and last 4 digits of the credit card on file. If the primary member has no card on file or if the person who bought the membership is a secondary member, it will list No Pay Method.

Clicking a card number will open the Edit Payment Method window. Here you can the update the card holder name, expiration date, or add new payment options. Make sure to click Save to finalize your changes. After saving any change the Re-Try button will become available so you can reattempt auto renewal.

To change the credit card on file use the green Add New Payment Option button 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 customer's 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 Fixing Problem Transactions section at the bottom of this article.

The Program, Number, and Expiration date columns describe the auto-renewing membership. Clicking this member number is the same as using the Edit pencil found next to the membership on the customer record.

Fixing Problem Transactions

Nine times out of ten, updating the payment method resolves most auto renewal issues. Even if the card information looks right from the customer's end, this simple step can help address the issue preventing auto renewal. If the customer isn't sure how to update their payment method in My Account, you can update the information on their behalf from the Auto Renewals tab.

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.

Failed auto renewals are the most serious issue for problem transactions. These appear due either to issues with the card information or the customer not having funds available for the transaction. When this happens you will see the Failed or Re-try tag in the Status column under Automatic Renewals Processed. You can click any of the yellow Re-Try tags and click the re-try button to see if the renewal will process.

 

For those marked failed you will need to get them back into a Re-try status to attempt a reprocess of the card on file. You can change this status by clicking on the card's last 4 digits 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 customer's 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. Red highlighting indicates the card has expired and needs to be updated or replaced with a new payment method.

 

You can use the same methods to reprocess any future or past renewal with a red Process Date or Payment Method in the lower Automatic Renewals Up-Coming section.

 

Dual, Family, and Group memberships sometimes show the No Payment Method error even if the card info is not missing. These memberships will show Automatic Renewal Failed @ Get Stored Pay Method when you click their Process Date.

 

This often comes up when the person who paid for this membership is not the primary member on that membership. Regardless of who pays for a membership, the system looks 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 click 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 Automatic Renewal box and saving your changes. Doing this will remove this membership from your list after a refresh. This also prevents the error discussed at the top of this article involving in house renewals. The customer can always choose to reactivate this feature the next time they renew online.