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Hello,

We're running into an issue where some applicants with failed payments are trying to return to the confirmation page to retry their payment. However, they're reporting that the payment button is either greyed out or not visible at all, leaving no clear way for them to attempt payment again.

At the moment, the only workaround appears to be having a planner process the payment internally. Are there alternative options or workflows available that would allow registrants to retry the payment themselves?

#CventPayments
#ManagingEvents

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ManuelaPelaez
CRM Specialist
United States
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Hi Manuela,

Yes-registrants can retry a failed or unfinished payment themselves; you don't have to process it internally.

If a payment fails but the registrant is still accepted with a balance due, they can:

• Go to the event website, click Already Registered?, and log in with their email + confirmation number.

• On the My Registration / confirmation page, click Submit Payment and re-enter their credit card details.

To enable this:

• Make sure credit card is enabled for the relevant registration paths.

• Add the Submit Payment widget to the Confirmation page for each path and publish your changes.

• Ensure the event is Launched, not in Test Mode or archived.

After that, anyone with an amount due can log back in and complete their own payment online. 

If you are still having issues after trying these options, I would open a support case with our eCommerce team so that can investigate further.

Hope this helps!

Julianna 

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Julianna Hampshire
Lead Customer Success Advisor
SalesforceGenericAccountUnited States
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