Troubleshooting: Virtual Terminal issues

Expired card errors

Virtual Terminal might show an expired card error even when the expiration date appears valid. This happens when Stripe identifies the card as expired. This can occur when:

• The supporter has received a new card, which automatically invalidates their previous one.
• The card details have been updated, causing Stripe to mark the old card as invalid.

To resolve this issue, contact the supporter to verify whether they have received a new card. If they confirm that they have updated their card information, collect the new details to process their donation.

Bacs Direct Debit availability

Bacs Direct Debit, available only in the UK, is a payment method for recurring donations. If this option isn't visible in your Virtual Terminal, please refer to our separate article.

Email validation errors

When the Virtual Terminal flags an email address as invalid during donation processing, you have two options:

• Contact Fundraise Up support to whitelist the specific email address.
• Use an alternative email address by adding a supporter identifier to your organization's email, like this: your_organization+supporter_name@your_domain.com. This temporary solution lets you receive all notifications until the email validation issue is resolved.

Connect account charge restrictions

The error "This Connect account cannot currently make live charges" indicates that there are pending Stripe verification requirements. To restore charging capabilities:

1. Open your Stripe dashboard.
2. Look for verification notifications.
3. Complete all pending verification steps.
4. Confirm that your account status shows as active.

Your Virtual Terminal will process donations normally once verification is complete.