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?

Your mobile bill account has a payment bar/limit.

You or your mobile network may have placed a block on your mobile account or a limit on it, to either stop yourself adding extra charges to your bill at all, or to limit how much you can add to your bill. You’ll need to check with your mobile network provider to find out if any of these blocks or limits are in place on your account with them.

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.

Is there an alternative way to donate?

If you’ve tried to donate via text and received a ‘donation fail’ message, there will be a weblink contained within that text which, when you tap it on your smartphone or type it into a computer/tablet internet browser, will take you to a donation payment page. On this donation payment page, you’ll be able to donate by card instead of by text.

Can I talk to someone about my donation attempts?

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 help@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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Any questions...

…then look no further for our FAQs pages with answers to a wide range of questions and cover everything you need to know to get started.

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