Effortless Giving: How to Navigate and Resolve Donation Issues

by | Aug 30, 2024 | Campaign, Fundraising Tips

Your donation has the power to make a meaningful difference in someone’s life, and BackaBuddy is committed to ensuring your contribution is processed smoothly. While our process is usually seamless,  occasional issues can arise. This guide will help you troubleshoot any problems, ensuring your support reaches its worthy cause.

Common Issues with Donations

Here are some common reasons why a donation might not process as expected:

  • Cached Information: Your browser might be using outdated data that could affect the donation process.
  • Billing Address Mismatch: Ensure the billing address you enter matches the address on file with your credit card company.
  • Incorrect Security Code: A small error in the security code can prevent the transaction from going through.
  • Expiration Date Mismatch: Verify that the expiration date you entered matches the one on file with your credit card company.
  • Inactive Card: New cards that haven’t been activated yet might disrupt the donation process.
  • Credit Card Declined: Your credit card company may decline the charge for security reasons.
  • Communication Issues: Temporary issues between your credit card company, the payment gateway, or our site could affect the transaction.
  • Location Mismatch: Donations from a location different from your card’s billing address might trigger a security alert.
  • VPN Access: Using a VPN from an unfamiliar location can sometimes cause temporary issues.

Troubleshooting Your Donation

If you experience any issues with your donation, try the following steps:

  1. Verify Payment Status: If you receive a bank confirmation but encounter an error on BackaBuddy, wait 24 hours to see if the donation appears on the campaign page. If it doesn’t, please contact our Support Team with proof of payment.
  2. Retry Donation: If no payment notification is received, try making the donation again using a different device or browser. Clearing your cache and cookies may help. Ensure all details, including the address and security code, are correct.
  3. Contact Support: If the issue persists, contact our Support Team with detailed information and screenshots to help resolve the problem quickly.
  4. Pending Charges: If a failed donation shows as “pending” on your statement, it should be removed within 2-3 business days. If it remains, your bank can assist in removing the pending charge.

Processing Times

  • Credit card and PayPal donations are usually processed immediately.
  • Instant EFT donations may take up to 2 business days.
  • EFT payments might require up to 3 business days due to manual approval.

For EFT payments, please email proof of payment to [email protected].

BackaBuddy is dedicated to ensuring your donation reaches its worthy cause. If you encounter any issues, please reach out to our Support Team for assistance.