Overview
Orgs using Westpac payment gateway may receive a “Number is already in use” error when trying to update card details for a Recurring Payment.
This usually happens when the Payment Gateway Customer Profile Id field on the Recurring Payment record is blank. Payments2Us expects this field to contain the Customer Id from Westpac.
Use Case / Scenario
A recurring donor contacts you to update their card details. When you try to update the card on the Recurring Payment, Westpac returns the error: “Number is already in use”
How this Works with Payments2Us
When card details are updated, Payments2Us checks the Payment Gateway Customer Profile Id on the Recurring Payment.
If this field is populated, Payments2Us updates the existing customer profile in Westpac.
If this field is blank, Payments2Us tries to create a new customer profile in Westpac. However, if a customer already exists in Westpac with the same customer number, Westpac prevents a duplicate record from being created and returns the “Number is already in use” error.
Resolution
To resolve this issue:
- Open the affected Recurring Payment record in Salesforce.
- Check the Payment Gateway Customer Profile Id field.
- If the field is blank, log in to Westpac dashboard.
- Search for the existing customer profile using the donor’s details.
- Copy the existing Customer Id.
- Paste this value into the Payment Gateway Customer Profile Id field on the Recurring Payment record.
- Save the Recurring Payment record.
- Try updating the card details again.
Once the Recurring Payment is linked to the existing payment gateway customer profile, Payments2Us should update the card details against that existing profile instead of trying to create a duplicate customer.