Why hasn’t my donation worked?

Quick Answer

We’re really sorry if you’re one of the few unlucky people to receive a pesky ‘donation fail’ message! There are a number of reasons why this may have occurred such as user error or self or mobile network-imposed limitations.

Want to know a little more?

You’ve already donated the maximum amount allowed today.

Your mobile network may well impose limits on how much you can pay to a service per day. For instance, you may be allowed to pay up to £30 in donations using your mobile bill on Donr, but you’d still be able to pay for a mobile service such as a music streaming platform without any issues on the same day. You’ll have to wait until tomorrow to make any more donations via our pages using your mobile phone bill, once you hit your limit though. For more information on what your daily service limit is, contact your mobile network operator. Please note, you should still be able to donate via credit or debit card, or digital wallet service, even if you’ve hit your maximum daily service limit on your mobile bill.

Your mobile bill account has a payment bar.

To stop users running up large bills on their mobile phone, mobile network operators sometimes impose limits on the amount of added extras that can be paid for via mobile per month. For more information on these limits, contact your mobile network operator. Please note, even if you’ve hit this bar on your mobile bill, you should still be able to donate via credit or debit card, or via your digital wallet service.

You’ve entered your phone number or card details incorrectly.

If you’re donating online via a Donr Appeal Page, you must enter your phone number correctly to receive a text containing a verification code in order for your donation to be processed. Similarly, you must enter your card numbers exactly as they appear on your card to allow our systems to process donations made in this way.

If you’ve checked that it’s not down to one of these potential causes that your donation via one of our pages is not working, please get in touch with us, either via email at hello@donr.com or over the phone on 0333 4444 111.

Our office hours are 9am to 5:30pm, Monday to Friday. Please allow up to one full working day for us to respond to your query.

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Adding Text Giving to your digital fundraising or emergency appeal? Read our COVID-19 Info Hub