Firstly we are sorry to hear this - we know how troubling it can be when your income is at stake. With that in mind, please review these steps highlighting 1) immediate checks you can make on your side, and 2) if they do not resolve the issue, what details goDonate requires to quickly and effectively troubleshoot the issue on our side.
❓ Firstly - have you checked your payment gateway?
- If you have a single donor with an issue, it is typically a problem with their card/payment method or internet connection. It's worth searching for your supporter within Stripe Connect dashboard (or Braintree if you use it) to check their failed donation wasn't simply declined for some reason such as insufficient funds or some other issue.
❓ Have you checked your bank account / logged into you PayPal account?
Please login to your accounts such as PayPal to confirm there are no alerts or restrictions that have been placed on the account which would prevent payments being made.
If there have also been any updates to your bank account which links to the payment methods, this may also result in your Merchant ID changing which you would need to inform us of so that we can update this on our side.
❓Have you attempted a test donation?
- This is particularly important if only one or two supporters have reported an issue. Can you see what they're describing? Can you put through a donation successfully yourself?
👉 Remember, test payments on live sites have to use live cards/PayPal accounts which you can refund to yourself. Test card credentials used on a live site will not work.
🕵️ Known payment blocking issues:
If you are finding that generally donations are coming through successfully but there is a donor or a small number of donors reporting that there are issues with the site appearing to have a blank page or spinning wheel when trying to make the donations, or that they simply can't click the "complete my donation" button then it could be one of the following issues that are caused by your cookie banner scripts interfering with the payment processes.
Support articles already exist on how to resolve these issues
Please log into the Support hub to view these articles - if you need to sign up, 🔗you can quickly do so here.
✋None of the above worked for me!
We understand it may be tricky to ask your supporters too many questions with regards to issues they have encountered, but if you can, gathering as many of the following details as possible and including them in a🔗Zendesk ticket means the goDonate team can more quickly and effectively troubleshoot the issue for you:
💻 📱 Device used?
- did the transaction take place on a mobile device or on desktop?
🤳Screenshot of the error
- 'Print screen' or a device screengrab are useful options here.
📅 Approximate date/time donation was attempted
- The more specific this is, the better!
💸 Donation type
- Was the donation one-off/single, Direct Debit, or a recurring payment that's not Direct Debit?
💰💳 Payment method
- Was the donation via credit/debit card, GooglePay, ApplePay, PayPal?
🪪 Donor details
- If you have the donor's name, email or anything else identifying, for maximum personal data security you can add these to a 🔗OneTimeSecret link or similar, so you can share this in the ticket.
👋 Escalation point for urgent review
If you have been through all the points above and still require further escalation, please 🔗review our contact details and get in touch.