What Should I do if a Donor’s Credit Card Fails or is Declined?

Learn why a donor's payment may fail and how to reprocess the payment.

A donor's credit card can fail for a number of reasons, including but not limited to:

• The card limit was reached before the transaction was charged
• The card expired between when a donation/bid/pledge was placed and when the transaction was charged
• The card was frozen due to loss or theft

If this happens, both you and the donor will receive an email notification that includes options for reprocessing the payment.

What Donors Can Expect

If a donor's transaction fails:

• They will receive an email from DoJiggy informing them that their donation did not reach the organization.
• In the email, a link to the Campaign Page will be provided to quickly resubmit their donation.
• From the Campaign Page, payment information can be edited and the donation resubmitted.

Resubmit the Donation

1. In the notification email sent from DoJiggy, click on Update Information and Complete Payment.
2. To retry the same payment method, select SUBMIT PAYMENT*.
3. To try a new payment method, select EDIT next to Please enter your card information, enter the information for the new card, then select SUBMIT PAYMENT*:

What Campaign Organizers Can Expect

If a transaction fails, the Campaign Organizer:

• Will receive an email notification of the failed payment(s).
• Can click the link in the email to view the failed payments.
• Will receive an email notification when a donation is successfully remade.

Resubmit the Donation on the Donor's Behalf

1. Select VIEW FAILED PAYMENTS in the email or go to View Donations* in your Campaign Management Menu.
2. Under the Status column, filter for failed payments.
3. Hover your mouse over the donation you want to resubmit. Click on the three-dot menu on the right, then select Update Payment Information:
   
4. To retry the same payment method, select Resubmit payment.
5. To try a new payment method, select Edit, enter the information for the new card, then select Resubmit payment:

Give Donors a Nudge

If you want to remind your donors of the failed payment to encourage a resubmission, you can resend the failed payment notice whenever you need:

Keep in mind that this will only appear in the menu for payments with a ‘Failed’ status.

*Terminology may differ according to Campaign settings.