> ## Documentation Index
> Fetch the complete documentation index at: https://docs.wegive.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Why a Failed Payment Doesn't Always Appear in Your CRM

> WeGive Help Center article: Why a Failed Payment Doesn't Always Appear in Your CRM

## Overview

When a payment fails outright, it's expected behavior that it does
**not** create a new record in your connected CRM (Salesforce or any
other supported CRM). This is by design, not a sync error — and it's a
common source of confusion when reviewing failed payments against what
shows up in your CRM.

## The rule

**A payment that fails only syncs to your CRM if it already had a
record there from an earlier successful sync.** A brand-new payment
that fails on its very first attempt, with no prior successful sync,
never creates a CRM record at all.

This applies in two common situations:

* **A recurring plan installment that's already linked.** If a specific
  charge within a recurring plan previously synced successfully (for
  example, it synced while still processing, and then the payment later
  came back as failed), WeGive updates that existing CRM record to
  reflect the failure. It does not create a second record.
* **An ACH (bank) payment that already synced while processing.** ACH
  payments can appear in your CRM while still clearing, before the
  funds fully settle (see your Salesforce integration's **Send
  Processing ACH as Success** setting). If that payment later fails to
  clear, WeGive updates the existing CRM record to reflect the failure
  — it does not create a new one.

In both cases, the common thread is the same: **WeGive only sends a
failed payment to your CRM to correct a record your CRM already has —
never to create a new one.**

## What this means for you

If you're reviewing failed payments and notice some don't appear in
your CRM at all, that's expected if the payment failed on its first
attempt with nothing previously synced. There's nothing to fix and
nothing missing — this is intentional, so your CRM isn't cluttered with
failed-on-first-attempt payment records that never represented a real
gift.

If a payment that **had already appeared** in your CRM (for example, a
recurring installment or a processing ACH payment) later fails and you
don't see the CRM record update to reflect that failure, that's worth
investigating — check [Understanding Integration
Logs](/external/support/integrations/understanding-integration-logs)
for that specific payment record to confirm whether the update attempt
ran and what happened.

## Related articles

* [Understanding Integration Logs](/external/support/integrations/understanding-integration-logs)
* [How the Salesforce Sync Works](/external/support/integrations/how-the-salesforce-sync-works)


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