How Do I Cancel a Contact’s Pre-Authorisation?

Navigation: Contacts Record

There are times when you may want to cancel a contact’s existing pre-authorisation – there are several ways to do this. Follow the steps below to find out how:

Cancelling Pre-Authorisation from a Contact’s Record

Step 1: From within the respective contact’s record, scroll down until you reach the ‘Payment History’ table.

Step 2: Here, you will see on the right-hand side the wording ‘Pre-Authorisation Status’. If the status is displaying as ‘YES’, click on ‘YES’.

Step 3: A pop-up box will then display showing the Payment Provider when the pre-authorisation status was updated, the pre-approval key and the pre-approval expiry date. Beneath these details, there is an option to ‘Cancel pre-authorisation’.

Step 4: Click ‘Cancel Pre-Authorisation’.

Step 5: A pop-up will then appear saying the following:

‘Cancelling pre-authorisation will mean the system will no longer collect payments automatically. This action cannot be undone. Do you wish to proceed?’ – click ‘OK’.

Step 6: Once you have clicked ‘OK’ a further pop-up will appear saying:

‘Your request to cancel pre-authorisation has been submitted. It can take a few moments for the cancellation to be processed. Once complete, the status of the contact’s pre-authorisation will be updated to ‘No’ – again, click ‘OK’.

Once you have followed the above steps, you will have successfully cancelled a contact’s pre-authorisation directly from within their record.

Cancelling Pre-Authorisation from within a Group

Please note – when cancelling pre-authorisation from within a group, regardless of whether the box is ticked next to a specific contact’s name, everyone in the group will have their pre-authorisation cancelled. If you would like to cancel an individual contact’s pre-authorisation, please do so from within their contact record as outlined above.

Step 1: Hover over ‘Contacts’ and click on ‘View all’.

Step 2: Once in ‘View all’, locate the group containing the contacts who you would like to cancel the pre-authorisation for. For example, this may be a class, course, membership category or optional extra. When you have located the class, click on it.

Step 3: Once inside the settings, hover over ‘Contact – Actions’ and click ‘Cancel pre-authorisation’.

Step 4: When you click ‘Cancel pre-authorisation’ a pop-up box will appear stating the following message:

‘You are about to cancel the pre-authorisation agreements for all contacts in the selected group(s). This means the system will no longer collect payments automatically from these contacts. This action cannot be undone.’

Important - if you are cancelling a GoCardless pre-authorisation agreement, any pending payments for this contact (or linked contact) will also be cancelled.

Are you sure you want to proceed?

If you are certain you wish to proceed, click ‘OK’.

Step 5: Once you click ‘OK’, a second pop-up box will appear stating the following message:

‘Your request to cancel pre-authorisation has been submitted.  It takes approximately 30 seconds per contact selected for the cancellation request to be processed.   Once complete, the status of the contacts pre-authorisation will be updated to ‘No’.’

Again, click ‘OK’.

Once you have completed the above steps you will have successfully cancelled the pre-authorisation of contacts in a specific group.

Cancelling Pre-Authorisation from within the Master Contact List

Please note – when cancelling pre-authorisation from within the ‘Master Contact List’, regardless of whether the box is ticked next to a specific contact’s name, everyone in the system will have their pre-authorisation cancelled. If you would like to cancel an individual contact’s pre-authorisation, please do so from within their contact record as outlined above.

Step 1: Hover over ‘Contacts’ and click on ‘Master Contact List’.

Step 2: Once in the ‘Master Contact List’, select the tick box in the top left-hand corner of the table – this will select all groups.

Step 3: Next, hover over ‘Contact’ and select ‘Cancel pre-authorisation’.

Step 4: When you click ‘Cancel pre-authorisation’ a pop-up box will appear stating the following message:

‘You are about to cancel the pre-authorisation agreements for all contacts. This means the system will no longer collect payments automatically from these contacts. This action cannot be undone.

Important: If you are cancelling a GoCardless pre-authorisation agreement, any pending payments for this contact (or linked contact) will also be cancelled.

Are you sure you want to proceed?’

If you are certain you wish to proceed, click ‘OK’.

Step 5: Once you click ‘OK’, a second pop-up box will appear stating the following message:

‘Your request to cancel pre-authorisation has been submitted. It takes approximately 30 seconds per contact selected for the cancellation request to be processed. Once complete, the status of the contacts’ pre-authorisation will be updated to ‘No’.’

Again, click ‘OK’.

Once you have completed the above steps you will have successfully cancelled the pre-authorisation of all contacts in the Master Contact List.