# My payment failed

> What to do when a donation does not go through, and how to tell whether you were charged.

Source: https://donorcare.my/help/donors/my-donation-failed/

Your payment didn't go through, or you're not sure whether it did — here's how to tell, and what to do next.

## Check these first

1. **Check your email, including spam or junk.** If a receipt arrived, you were charged and your donation went through, even if the screen looked stuck or broken.
2. **Check your bank or e-wallet app for the charge.** If there's no matching transaction, you were not charged.
3. **Think about how you left the payment page.** If you closed the tab, lost your connection, or navigated away before finishing, no payment was taken and no confirmation was sent — it's safe to go back to the appeal's page and start again.

## By what you see

### "Payment was not completed" / "Donation Failed"

**What it means.** Your bank or payment method declined or canceled the payment before it completed.

**What to do.** Nothing was charged. Go back to the appeal's page and try again — choose a different payment method if the same one keeps failing.

### "We're still confirming your payment" / "We have not received payment confirmation yet"

**What it means.** DonorCARE hasn't heard back from the payment provider yet. If you didn't finish paying, nothing was charged. If you did pay, your receipt is on its way.

**What to do.** Wait a few minutes and check your email. Don't pay again on the same appeal in the meantime — if no receipt arrives after a reasonable wait, contact the organization you gave to.

### "Your payment has been received" with no receipt yet

**What it means.** Your payment went through. Your receipt is still being prepared and will be emailed to you shortly.

**What to do.** Do not pay again. See [Find, download or re-send your receipt](https://donorcare.my/help/donors/find-my-receipt/) once it arrives.

### "Payment canceled"

**What it means.** You canceled the payment before it completed.

**What to do.** Nothing was charged. Return to the appeal's page to try again whenever you're ready.

## Still stuck

Contact the organization you gave to — they can look up your donation directly and confirm whether it went through. You'll usually find their contact details on the appeal's page or the organization's own page on DonorCARE.