Having a problem with a donation? #
If something goes wrong while making a DashPledge donation, first determine whether the payment was completed before trying again.
This is especially important because submitting the donation multiple times could result in duplicate transactions.
Whether you donated through the main campaign page or a student mini-fundraiser page, use the steps below to troubleshoot the problem.
My payment was declined #
If your payment is declined, review any message displayed during checkout.
Check that the payment information you entered is correct and that your payment method is available for the transaction.
If the payment continues to be declined, you may need to contact your card issuer or financial institution.
For security reasons, DashPledge Support cannot override a payment decline issued by your payment provider.
The donation page stopped or showed an error #
If an error appears while you’re donating, do not immediately submit the payment again.
First:
- Check whether a confirmation page appeared.
- Check your email for a donation confirmation or receipt.
- Check whether the payment appears on your payment account.
- Refresh the fundraiser only after checking whether the transaction completed.
If you’re still unsure, contact DashPledge Support before trying again.
I clicked Donate more than once #
If you accidentally submitted the donation more than once, check your donation confirmations and payment activity.
If multiple completed transactions appear, contact DashPledge Support so the donations can be reviewed.
Do not submit additional transactions to try to correct the problem.
I was charged twice #
If you believe duplicate donations were processed, first verify that there are actually two completed transactions rather than one completed transaction and a temporary authorization.
Check:
- Donation confirmation emails
- Transaction amounts
- Transaction dates
- Your payment account activity
If you still believe you’ve been charged twice, contact DashPledge Support.
I was charged but didn’t receive a confirmation #
Check the email address you entered during the donation process.
Also check:
- Spam
- Junk
- Promotions
- Other filtered folders
If you still can’t find a confirmation, don’t automatically make another donation.
Contact DashPledge Support so the transaction can be reviewed.
My donation isn’t showing on the fundraiser #
Fundraising totals may not always update immediately after a transaction.
Refresh the fundraiser after a short period.
If you received confirmation that your donation completed successfully but it still doesn’t appear, contact DashPledge Support.
My donation isn’t showing on the student’s fundraiser #
If you donated through a student mini-fundraiser, the eligible donation should be associated with that student’s fundraising progress as well as the overall campaign.
First, make sure you actually donated through the student’s individual page rather than the main campaign page.
If the transaction was completed through the correct student mini-fundraiser but the student’s progress doesn’t update as expected, contact DashPledge Support.
I donated through the main campaign instead of the student page #
A donation made through the main campaign page still supports the overall school or organization fundraiser.
However, because the transaction was not made through the student’s mini-fundraiser, it may not be associated with that student’s individual fundraising progress.
If you believe the transaction needs to be reviewed, contact DashPledge Support.
Do not make another donation simply to correct the first transaction.
I donated through the wrong student’s page #
If you accidentally donated through the wrong student’s mini-fundraiser, contact DashPledge Support.
Provide enough information to identify the transaction and explain which fundraiser you intended to support.
Do not submit another donation or attempt to correct the student totals yourself.
The donation amount is wrong #
If you notice the wrong amount before submitting the payment, correct it on the donation form.
If the payment has already been completed, don’t submit another transaction to offset or replace it.
Contact DashPledge Support if the completed transaction needs to be reviewed.
I selected the wrong DashPledge tip #
If you notice the tip amount before payment, adjust the voluntary tip using the available donation-form controls.
If the transaction is already complete, contact DashPledge Support if you need assistance reviewing the payment.
Remember that the DashPledge tip is separate from the fundraiser donation.
My card shows a pending transaction #
A pending transaction does not always mean that a donation has been fully completed.
Payment authorizations and completed charges can appear differently depending on your financial institution.
Before making another donation, check for a DashPledge confirmation and allow your payment provider time to update the transaction status.
If you’re unsure whether the donation completed, contact DashPledge Support.
I don’t recognize a DashPledge transaction #
If you see a DashPledge-related transaction you don’t recognize, first check whether another authorized member of your household made the donation.
If you still don’t recognize it, contact DashPledge Support and your payment provider as appropriate.
Do not post payment credentials or full card information in a support message.
My anonymous donation shows my name #
If you selected Anonymous Donation but believe your identity is appearing publicly where it should not, contact DashPledge Support.
Provide the fundraiser and enough transaction information to identify the donation.
Do not include sensitive payment credentials.
My donor message is incorrect #
If a completed donation contains an incorrect donor message or accidentally includes information that shouldn’t be public, contact DashPledge Support.
If the message contains sensitive personal information, report the issue promptly.
I need a refund #
Do not submit another transaction to offset the original donation.
Refund requests should follow the applicable DashPledge and fundraiser refund process.
See How Donation Refunds Work for more information.
What information should I provide to Support? #
When contacting DashPledge Support about a donation problem, helpful information can include:
- Approximate donation date
- Donation amount
- School or organization
- Campaign name
- Student fundraiser, if applicable
- Donor name
- Email address used for the donation
- Description of the problem
- Error message, if one appeared
- Screenshot, when helpful
This information can help locate the transaction without exposing sensitive payment credentials.
What should I never send to Support? #
Never send:
- Full payment card number
- Card security code
- Online banking password
- DashPledge password
- Stripe password
- Other payment-account credentials
DashPledge Support should not need these credentials to investigate a donation problem.
Should I try the donation again? #
Only retry after you’re reasonably sure the previous attempt did not complete.
Before trying again, check:
- Confirmation page
- Email receipt
- Payment account activity
If you’re uncertain, contact DashPledge Support first. This can help prevent duplicate donations.
What’s next? #
For more information, see:
- How to Make a Donation on DashPledge
- How to Find Your Donation Receipt
- How Anonymous Donations Work
- How Donor Messages Work
- Understanding DashPledge Tips and the 0% Platform Fee
- How Donation Refunds Work
