Donate page not working!

[UVHaven]

A few people have been unable to give donations online through our website. Here is the address:https://uppervalleyhaven.org/donate/

Please help!

Thanks.

[CnP.Support]

Good day!

Please be more descriptive when you post messages to the forum. This will minimize the time for resolution.

What do you mean by "unable"? Do they get error or is their transaction declined.

[CnP.Support]

Good day again!

I reviewed your program and site as well as your today's transactions.

You have a number of error messages with error: "Card type not accepted"

Do you know what card was used?

[UVHaven]

Good day again!

I reviewed your program and site as well as your today's transactions.

You have a number of error messages with error: "Card type not accepted"

Do you know what card was used?

It is strange because some people are able to make donations and other has said they have problems.

What card types are we unable to accept? Is there away I can view these error messages?

Here are the questions I asked one donor and her responses are in bold below:

Were you accessing our website donation page from a mobile device?

I am accessing through my computer


What browser were you using (Firefox, Internet Explorer, etc.)?

Google Chrome

What type of credit card were you using to make the donation (amex, visa, MC, etc.)?

Visa

Were you making a recurring donation or a one-time gift?

One time gift

Thanks!

[CnP.Support]

Good day!

We need more information to figure out what your issue is. "having problem" does not say much about the problem. Does that mean they are getting declines? is your form returning error?

Your account is active and you are receiving donations. Please let us know what "problem" means so we can review your form.

[UVHaven]

Yes. They are receiving an error message and the transaction is not going through. The one person who told me about the problem originally was using a visa. She tried using the same visa card 4 days later and it worked fine. Today we had two more people say they were unable to donate. One had a visa and one had a mastercard. Is there a way to view a report of these errors? Is it possible that people are trying to donate at the same time and that would cause a problem?

Thanks for your help!

[CnP.Support]

Good day!

Would you please let us know what you mean by: "unable to donate"

Is their card declining or they are getting an error message from your page. Your page is a custom page and we need to know exactly the error you are seeing so we can help.

I reviewed your account and don't see any Declines for today. This tells me that your donors are experiencing an error from your custom form. If you can get more information from them we may be able to help you find out where in your form there may be an issue.

Additional NOTE: I just reviewed your posts to the API platform and found the 2 transactions you are referring to. Both were declined by the issuing bank. At times banks decline a card when they see abnormal activity. You may want to ask your donors to try again.

[UVHaven]

I just had someone else say they were unable to make a donation on our site as well. All three have received the error message (the error page).

Is there a way that I can see the the transaction on the API platform? Have you had this issue of being declied by the issuing bank before? Is it common and is there anything else we can do in our form to have this happen less often?

Thanks for your help!

[CnP.Support]

Good day!

I reviewed your API & the bank's responses and you have had 2 declines by the bank yesterday as General Decline.

General decline is when a card is declined for any reason such as insufficient funds, etc. It is best if the card holder contacts their respective banks and inquire about the reason.

There is nothing we can do for declines. We rather not decline any card but the banks economic interest are not typically aligned by our respective interests.