Why some failed donation attempts do not appear in the Dashboard
If a supporter reports that their payment failed, but you cannot find the donation in your Fundraise Up Dashboard, this is usually expected behavior.
Whether a donation appears in the Dashboard depends on when the payment failure occurs.
Immediate payment declines during checkout
For many real-time payment methods, the bank approves or declines the transaction instantly while the supporter is still on the checkout form.
If the bank declines the payment immediately:
- The checkout is not completed
- No donation record is created
Because the donation was never finalized, there is nothing to display in the Dashboard.
This is expected behavior and does not indicate a bug or missing data.
Direct debit and other asynchronous payment methods
Some payment methods are processed asynchronously. This means the supporter completes checkout successfully, but the bank confirms the final result later.
In this case:
- The supporter completes the donation form and submits payment.
- The donation is created in the Dashboard with a Pending status.
- The bank later confirms whether the payment succeeds or fails.
If the bank ultimately rejects the payment, the existing donation record is updated to Failed.
Because checkout was completed from the supporter’s side, the donation remains visible in the Dashboard even if it later fails.