Find out why a donation was declined
Before you start
If you're a supporter and your donation was declined, contact the organization directly. They can look up your transaction and help you with the next steps.
A donation can be declined for several reasons, most of which are easy to fix. This guide shows you how to find decline details in your reports and explains the most common reasons a payment doesn't go through.
Find details about a declined donation
Add these three columns to the Transaction History report in your GoFundMe Pro account to learn why a donation was declined:
- Last Decline Code
- Last Decline Comment
- Last Decline Description
These details can help you decide whether you need to take action or share next steps with the supporter. Check out our guide on adding columns to a report if you need more information.
Common decline reasons
Most declined donations come from a small set of causes. Check out the most common reasons below to find out what happened and how to help the supporter.
The supporter entered incorrect payment information
A typo or outdated detail in the checkout form can cause a decline. Ask the supporter to refresh the donation page and try again. They should double-check their:
- Card number
- CVV
- Card expiration date
- Billing address
- ZIP code
The CVV is the three-digit code on the back of most cards. American Express cards use a four-digit code on the front. If the supporter recently moved, their billing address might not match what their bank has on file. If the problem continues, they should contact their card issuer or bank.
The card expired
If the card's expiration date has passed, the supporter will need to use the replacement card from their card issuer or bank.
Note: Expired cards often affect recurring donations, since supporters can forget to update their payment details. Send them our guide on updating the payment method on their recurring plan.
The card reached its limit or doesn't have enough funds
A payment can be declined when a credit card reaches its limit or a debit account doesn't have enough money. The supporter's card issuer or bank usually lets them know when this happens. Once they make a credit card payment or add funds to their account, they can try the donation again.
The supporter's network blocked the transaction
Some work and public Wi-Fi networks use firewalls that block outside payments for security. Suggest that the supporter try again on a home network or over mobile data.
The supporter's browser caused an issue
Browsers sometimes have technical problems that affect donations. Switching to a different browser, like from Safari to Chrome, usually fixes the issue.
The browser's cache could also be the cause. A cache saves parts of websites so they load faster. When a site is updated, those saved files can become out of date and cause errors. The supporter can clear their cache or try again in a private browsing window.
The card issuer or bank placed a hold on the card
If none of the reasons above apply, the card issuer or bank likely placed a hold on the card to protect against fraud. This can happen when a supporter makes unusual purchases or gives a donation that's larger than their usual transactions. The supporter can contact their card issuer or bank to approve the donation.
The bank flagged an international transaction
Some banks flag international transactions because they fall outside a cardholder's normal spending. The supporter can contact their bank to approve the transaction.
Tips for helping supporters
If a supporter contacts you about a declined donation, share any of the reasons above that might apply. In every case, it's a good idea to suggest they contact their card issuer or bank.
Supporters might not be able to donate until the issue is fixed. But helping them understand what happened builds trust and makes it more likely they'll come back to give.
If a card keeps getting declined after trying these steps, contact our Care team for help.