Step 1: Check your browser and device

Due to our strict security standards, Internet Explorer and other browsers that are less frequently updated or maintained such as Safari, Edge, and Netscape, can sometimes lead to display or loading issues.

When troubleshooting issues with making your donation, we first recommend checking your browser, and using Chrome or Firefox to make your contribution as these browsers are more frequently updated and are more compatible with the security measures in place on our platform. Once you switch to an updated browser, retry making your donation. If you are already using a preferred browser, and not using an Android device, read on to continue troubleshooting.

As mentioned above, there are known issues with Android devices. If you are utilizing an Android device and running into a donation error, we recommend switching to a desktop computer, or other, non-Android, mobile device, and retrying your donation.

Step 2: Identify the error

Below are descriptions of the most common errors that you may run into while donating. On the right are our top troubleshooting tips.

Error Type	Troubleshooting Action
My zip code (or postal code) is incorrect	Ensure that no additional characters were added to the postal code field, such as spaces. Confirm that the zip code (or postal code) entered is the code that is associated with the billing address, and not the mailing address on your account. Call your credit card company to confirm. If using autofill on your browser, turn it off and attempt your donation again, entering all information manually. Occasionally, autofill can add additional characters to sensitive fields, causing an error. If using a mobile pay method (Google Pay, Apple Pay, Microsoft Pay), ensure the billing zip code associated with your mobile wallet is up to date.
My CVC code was rejected	Ensure the CVC entered matches the card used. Ensure there are no extra spaces entered before or after the CVC code. If using autofill on your browser, turn it off and attempt your donation again, entering all information manually. Occasionally, autofill can add additional characters to sensitive fields, causing an error.
My card was declined, but I received no specific error message	Unfortunately, your bank declined your card due to a reason unknown to us. We recommend making your donation with a different card, or using another method, such as PayPal, Venmo, or ACH (if available* -- note that not all payment methods are available for every Giving Day or donation)*
The form won't accept my phone number	Confirm you have entered only 10 digits into the phone number field. Entering any other characters, digits, or extra spaces may be causing this error code.
I'm donating from outside the United States, and I can't format my postal code correctly	Ensure that you have selected the correct country from the dropdown menu before attempting to enter your postal code. You may want to exit your browser and start over. As always, ensure you are using a preferred browser.
I only received one receipt or donation confirmation, but multiple charges are appearing on my card statement	If you attempted your donation multiple times, but only one attempt was successful, you may see multiple "charges" on your card statement. These charges are actually just logs of the multiple attempts and will remain in the pending phase, and eventually fall off your statement in 3-5 business days. In other words, you will not be charged for more than the one successful donation you made! If you would like additional confirmation, reach out to our support team via chat or email (support@givegab.com). Please do not open a dispute, as our team can issue a refund if you were ultimately double-charged.
I want to donate via ACH with my bank account, but my bank is not listed	We're sorry to hear this! Please reach out to our team via chat or email (support@givegab.com) to request that it be added. It will not be added in time for you to use it to donate immediately, but we share this feedback with Plaid directly and it will hopefully be available in the future. In the meantime, donate using an alternate method
I donated but did not receive a receipt	Receipts come from notifications@givegab.com. Please search your inbox using that email address, as well as your spam/junk folders. If you're still unable to find it, please reach out to our support team via chat or email (support@givegab.com) and we will reply as soon as we can to ensure you receive your receipt.

Step 3: Reach out to Support

If you have utilized the above troubleshooting tips, and continue to run into errors, please reach out to our support team via chat or email (support@givegab.com). Our chat bubble reflects our team's support hours, availability, and estimated reply times. If our team is offline at the time you reach out, we will respond the next business day. We look forward to helping you support your favorite organizations!