Occasionally a donation may fail to process. This can happen for a number of reasons and is usually straightforward to resolve. Understanding the most common causes can help you assist donors and prevent issues from recurring.

Common Reasons a Payment Fails

• Insufficient funds — The donor’s account did not have enough balance to cover the donation amount. The donor should check their account balance and try again with a different card or a smaller amount.
• Card declined by the bank — Banks sometimes decline transactions for security reasons, especially for new or unusual purchases. The donor should contact their bank to authorize the transaction or use a different payment method.
• Incorrect card details — If the donor enters the wrong card number, expiry date, CVV, or billing address the payment will be declined. The donor should double check their card information and try again.
• Expired card — A payment will fail if the card used has passed its expiry date. The donor should use a current card.
• Card not supported — Some prepaid cards or cards from certain regions may not be supported by Stripe. The donor should try a different card or use ACH if they have a US bank account.
• Network or connection error — A temporary internet connection issue during checkout can interrupt the payment. The donor should check their connection and try again.
• Stripe account issue — If there is an issue with your connected Stripe account such as incomplete verification or a suspended account, all payments through your campaigns may fail. Check your Stripe dashboard for any alerts or actions required.

What to Do When a Payment Fails

If a donor reports a failed payment, ask them to check the common causes above and try again. If the issue persists they should contact their bank or try a different payment method. If you suspect the issue is with your Stripe account, log in to your Stripe dashboard to check for any notifications or verification requirements.