Troubleshooting - Unable to Change Event's E-Commerce Account

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Keywords: Certain, E-Commerce account, Event Currency, Payment Processing Account, Financials

Document ID: https://platform-support.certain.com/hc/en-us/articles/360039964313-Troubleshooting-Unable-to-Change-Event-s-E-Commerce-Account#split1

Troubleshooting - Unable to Change Event's E-Commerce Account

This article will provide troubleshooting steps when attempting to change an event's E-Commerce account in Certain.

If an event organizer is attempting to change an event's E-Commerce account in Plan > Event Setup > Financials in Certain, and the organizer is unable to select a different E-Commerce Account, there are two items to check.

Event Currency

Once a charge is added to a registrant, the currency for that event is locked. If the event is locked to USD, and the only other E-Commerce accounts are in other currencies, then the organizer will not be able to change the E-Commerce account.

Event is Currently Assigned a Deleted E-Commerce Account

If there is no drop-down for Payment Processing Account on the event's Plan > Event Setup > Financials page, this drop-down absence indicates that the event is currently assigned an E-Commerce account that is marked as inactive. To change the setting for the event, the organizer would need to first restore the E-Commerce account.

1. Navigate to Account Settings > Registration > Financial. 2. Locate the E-Commerce account being used by the event on the Financial page. The E-Commerce account is most likely in the Deleted section. 3. Click on the E-Commerce Account to edit it. 4. Click Restore in the lower right.

Once the E-Commerce account is restored, the organizer should be able to navigate to Plan > Event Setup > Financials, and select a different/new E-Commerce account for payment processing.