The possible reasons this happened:
- If the payment is a back office transaction (added through Add a payment or add a membership screen), you must mark the box to Authorize card on save to charge the credit card. If you do not mark this box, the card will not be charged. Also, if you do not mark this box, you can type into the authorization code field, so someone may mistake this for the security code field and enter 3 digits manually. This will result in either a blank or 3 digit authorization code, and the card will not be charged.
- If the payment is a back office transaction (added through Add a payment or add a membership screen), you cannot swipe a credit card to charge the card. In the back office, it is assumed the card is not present, so therefore you wouldn't be swiping the card. Instead of swiping, type in the card number and mark the box to Authorize card on save to charge the card. If you do swipe the card, it will save the payment but will not charge the payment, leaving you with no authorization code.
- If there is a batch number on the payment and the authorization code is less than 6 digits, it is possible someone manually typed the authorization code into the batch. Batches with credit card transactions must be run through Credit Card processing to charge the card. Altru will not allow you to commit the batch with blank authorization codes, but you can still manually type in this field, thus not charging the card.
If this issue continues after checking the above, please Click Chat with Support and reference this article.