Troubleshoot Virtual Terminal issues

Resolve expired card errors

If Virtual Terminal displays an expired card error, Stripe returned the expired_card decline code.

Ask the supporter to confirm the card number and expiration date. If the details are correct, ask them to use another card or contact the card issuer.

Make Bacs Direct Debit available

Bacs Direct Debit is available in Virtual Terminal only for recurring donations from eligible UK accounts. If it does not appear:

1. Go to Settings > Virtual Terminal.
2. Enable Allow direct debits to be set up in the Virtual Terminal.
3. In Virtual Terminal, select Recurring and choose a recurring frequency.
4. Confirm that the selected campaign requests the supporter’s mailing address.

For more information, see Troubleshooting Bacs Direct Debit availability in Virtual Terminal.

Resolve email validation errors

Virtual Terminal can process a donation without an email address when supporter emails are optional.

To make emails optional:

1. Go to Settings > Virtual Terminal.
2. In the Campaigns and display section, clear Require supporter email address.
3. Click Save changes.

You can then leave the email field blank when processing a donation.

Resolve Connect account charge restrictions

The error This Connect account cannot currently make live charges means that Stripe has temporarily restricted your organization’s account from processing live payments. Stripe may be reviewing the account or waiting for additional information.

To resolve the restriction:

1. Log in to the Stripe Dashboard.
2. Check for banners or notifications requesting information.
3. Submit any requested business or identity details.
4. Monitor the Stripe Dashboard and your email for updates or additional requests.

Live payments become available again after Stripe removes the restriction. For more information, see Resolving the “Live charges cannot be accepted” error.