My monthly donation failed
A scheduled charge on your monthly, quarterly or yearly donation didn’t go through — almost always because the card on file couldn’t be charged.
Recurring donations on DonorCARE are always charged to a saved card. If your bank account or a different payment method was involved in your original gift, that only applies to a one-off donation, not a recurring one.
Check these first
Section titled “Check these first”- Look for an email from the organisation with the subject “Action needed: Your payment to [organisation] failed.” It names the reason the bank gave.
- Check whether your card has expired. DonorCARE emails you before this happens (“Your card expires soon — keep your [appeal] donation going”), and again once it has (“Your card has expired — [appeal] donations are paused”).
- Check the card itself with your bank — an expired, blocked, cancelled or over-limit card is the most common reason a scheduled charge doesn’t go through.
By what you see
Section titled “By what you see”“Action needed: Your payment to [organisation] failed”
Section titled ““Action needed: Your payment to [organisation] failed””What it means. The scheduled charge didn’t complete, and DonorCARE will automatically retry it a few more times before pausing the donation.
What to do. Select Update Payment Method in the email, or open your management link and select Update card, to add a working card before the next attempt.
“Your card expires soon — keep your [appeal] donation going”
Section titled ““Your card expires soon — keep your [appeal] donation going””What it means. Your saved card is still working, but it’s about to expire, so an upcoming charge will fail if nothing changes.
What to do. Follow the link in the email, or open your management link and select Update card, to add your new card ahead of time.
“Your card has expired — [appeal] donations are paused”
Section titled ““Your card has expired — [appeal] donations are paused””What it means. Repeated failures (or an expired card) have paused the donation — nothing more will be charged until you act.
What to do. Open your management link, select Update card to add a working card, then select Resume donation.
Still stuck
Section titled “Still stuck”Contact the organisation you’re giving to — they can see the same status you do and help you sort out a payment issue directly. See Contact the organisation you gave to.