Why Aren’t Some Donations Showing up on My Experience?

There may be times when you notice a donation is made on your experience, but it doesn’t immediately appear on the list of donations shown on your experience page. This can seem alarming, but there is an explanation.

To ensure that donations are processed correctly and that your experience page can withstand high amounts of traffic, each donation made to an experience is placed in a to-do queue for our system. Our system will go through this queue every 5 minutes to update your experience page with the new donations, resulting in a 5-10 minute delay from the time the donations are received to when they are reflected on the experience page. 

There are 2 ways to verify if a donation has been successfully made. 

  1. Ask the donor if they have received a confirmation email for their donation. Let them know to check both their inbox and spam folders. Automated emails can sometimes be routed to spam folders depending on the security settings of the recipient’s email account.
  2. Search for their name in the list of donations on your experience.

If the donor cannot find the confirmation email and you do not see their name in the list of donations, the transaction did not go through. Please ask them to retry their donation. If you see their name on the list of donations, you can resend their confirmation receipt.

Learn More
View and Export a List of Donations and Donor Information
How to Find and Resend Receipts to Your Donors

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