Troubleshoot donations and Gift Aid

A donation reaches the dashboard a few seconds after the payment, so it can be missing for a few seconds. Three causes cover most cases:

• The payment came from a terminal that was offline. Offline terminal payments only show once the reader is back online.

• The payment failed or is still pending. The donations list only shows successful, partially refunded and refunded donations, so failed and pending payments do not appear.

• Stripe delivered the payment late or not at all. There is no automatic re-sync.

Search the list in Donations > One-time Donations by name, email, donation code or the card's last 4 digits before you conclude the donation is lost.

If the donation is still missing after the reader is back online and the payment status is not failed or pending, contact support with the donation code or the bank-statement reference, the amount, the date and the last 4 digits of the card.

Search the donations list in Donations > One-time Donations by the card's last 4 digits or the donor's email. Two separate payments can exist if the donor submitted the donation form twice: Donations does not protect against a double submission.

If both payments exist, refund one from the donation's panel. The full steps are in How to refund a donation.

Check these in order before concluding it is a hardware fault:

1. Check the reader has power and is connected to the network.

2. Restart the reader.

3. Check the reader appears in Donations > Terminals and is not archived.

For a hardware fault, the mosque contacts Stripe directly. If the problem is setup, ordering or registration instead, see Troubleshoot Stripe Terminal setup and orders.

Check the network and restart the reader to restore the connection. While the reader is offline, one-time donations can still be taken and are sent once the reader is back online. Monthly donations are unavailable until the connection returns.

A campaign is hidden from the terminal when any of these conditions fails. Check each one:

• The campaign is enabled.

• Today is within the campaign's start and end dates in your mosque's time zone.

• If the terminal has a campaign list, the campaign is on it.

• The campaign is within the first 8 campaigns assigned to the terminal.

• For a recurring-only campaign: the terminal is online and recurring is turned on. A recurring-only campaign is hidden when the terminal is offline or has recurring turned off.

• Your account is not suspended.

The donor can open their donation without the QR code. They go to the donor site address shown on screen, then enter the donation code and the last 4 digits of the card they paid with. The donation code also appears on their bank statement.

A declaration only lands in a donor's records when all three of these are true:

• The donor has a donor account.

• The donation is linked to that account (claimed).

• Gift Aid was declared for that donation.

Declarations do not carry over to other one-time donations: each one-time donation needs its own declaration. How declarations work, including the one declaration that covers a recurring donation, is explained in How Gift Aid declarations work.

Open Gift Aid > Submissions and open the failed submission to see HMRC's error codes.

• Credentials error — re-enter your Government Gateway credentials in Gift Aid > Settings. For the full setup, see Set up Gift Aid auto-claim (UK).

• Data error — fix the record, approve it, and resubmit.

If the error persists after a resubmit, contact support with the submission ID.

Complete the verification Stripe requests from the banner on the Donations home page, or from Donations > Settings and Documents.