My payment 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
Section titled “Check these first”- 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.
- Check your bank or e-wallet app for the charge. If there’s no matching transaction, you were not charged.
- 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
Section titled “By what you see”“Payment was not completed” / “Donation Failed”
Section titled ““Payment was not completed” / “Donation Failed””What it means. Your bank or payment method declined or cancelled 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”
Section titled ““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 organisation you gave to.
“Your payment has been received” with no receipt yet
Section titled ““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 once it arrives.
“Payment cancelled”
Section titled ““Payment cancelled””What it means. You cancelled 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
Section titled “Still stuck”Contact the organisation 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 organisation’s own page on DonorCARE.