Why does the Account Updater Flag Card Every Month, but customer states nothing changed?

Modified on Wed, Aug 23, 2023 at 1:08 PM

Summary

Occasionally a pet owner's card will be repeatedly flagged each month by the Authorize.net Account Updater Service as "Contact Card Holder" and display within Petly Plans in yellow with the word "Attention" to alert user the credit card was flagged.



When

  • Once a month starting around the 24th


Permission Level

Administrator


Things to Know

Once flagged the payment profile must be deleted from Petly Plans and reentered.

The Account Updater service depends on information provided by the card networks (i.e. issuers). Account Updater does not have a method of validating the most recent status provided by the card networks, and can only use the data supplied to them which is, in turn, supplied to Authorize.net each month. If a customer states that their payment data has not changed and the payment data continues to process normally for you when it is stored again, please direct the cardholder to their issuer for further information about what may be needed to update Account Updater.

It is important to note that cardholders are typically able to opt-out of the Account Updater service with their issuer as well, which may also play a role in what information Account Updater has on file and/or why stored payment data is not updated when Account Updater runs. 


Since the Account Updater only works with Visa® and MasterCard® another option for an owner who's credit card is repeatedly flagged is to have them make monthly payments using eCheck® , American Express®  or Discover®.


Otherwise, you can select which profiles to submit to the Account Updater Service. You have the option of excluding individual payment profiles from being updated by Account Updater by manually excluding it in the Merchant Interface. 


To manually exclude a payment profile already created:

  1. Log into the Merchant Interface (https://login.authorize.net). 
  2. Click Tools from the main toolbar. 
  3. Click Customer Information Manager from the menu on the left. 
  4. Enter your search criteria in the quick search field or click on the advanced search link to search using expanded fields. 
  5. Click Search. 
  6. Edit the desired payment profile found. 
  7. Click the box to Exclude this profile from the monthly updates.
  8. Click Ok. 


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