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Our Customer Happiness team is ready to answer your questions, 24/7

 
 

Why did my donation not go through? Why am I seeing extra charges?

Donations may fail for a few reasons, including:

  • typos in your card number, CVV code or post code
  • donation name does not match your card's billing name
  • insufficient funds or card declines by credit card issuers (can happen if your donation attempt seems outside your normal spending habits)
  • browser issues or issues with your internet connection (sending encrypted card information requires a strong internet connection)

Here are a few ways to troubleshoot this:

  1. Enter the registered name and post code exactly as seen on your billing statements.
  2. Try your donation again using a different web browser and/or device.
  3. If all else fails, call your bank and ask them to make sure they are not blocking the payment

If that did not work, please contact our team and we will help you troubleshoot your donation. Make sure to let us know if you have already tried some of our troubleshooting tips!

 

Do not be concerned if you are seeing extra pending charges on your bank statement. Credit card companies may show attempted charges on statements as a security precaution to let their customers know how their cards are being used. These charges will usually drop off within 24 hours of your payment attempt, once your bank sees that the payment did not actually go through.

 

Contact us below if you are still seeing those charges after a few days.


Still can't find your answer? Click here to ask our Customer Happiness team directly and we will get back to you in under 5 minutes, guaranteed!


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