What are some common errors that supporters make during donation?

As long as supporters spell your organisation's keyword correctly and send it to the correct shortcode, their donation attempt will be processed.

Table of Contents

Correct format of text messages to donate via Text Giving

What happens if a supporter texts the wrong keyword?

What happens if a supporter sends their text message to the wrong shortcode?

Correct format of text messages to donate via Text Giving

  • It does not matter if a supporter types your keyword ALL IN CAPS, all in lower case, or a Mix of Both;
  • It does not matter if a supporter includes a £ sign before the donation amount;
  • It does not matter if a supporter includes a space between the keyword and the donation amount or not.

All the supporter needs to do to ensure that their donation attempt is processed correctly is to spell your organisation's keyword correctly and send their message to the correct shortcode.

Click here to return to the table of contents.

What happens if a supporter texts the wrong keyword?

If a supporter texts the wrong keyword to the correct shortcode, there are a number of possible outcomes:

  • If the incorrectly typed keyword is close enough to your organisation's correct keyword, the donation may still be processed to your organisation correctly;
  • If the incorrectly typed keyword is a match (or a close match) to another organisation's keyword, the donation may be processed to that other organisation;
  • If the incorrectly typed keyword does not closely match any registered keywords on the shortcode that the supporter sent their text message to, they will not receive any response, as Donr's system will not recognise their message as a genuine donation attempt.

Click here to return to the table of contents.

What happens if a supporter sends their text message to the wrong shortcode?

If a supporter sends their message to the wrong shortcode, there a number of possible outcomes:

  • If your organisation happens to have the keyword (or a close match to the keyword) that the supporter has texted registered on the shortcode they have sent their message to in error, the donation may still be processed to your organisation correctly;
  • If another organisation happens to have the keyword (or a close match to the keyword) that the supporter texted registered on the shortcode they have sent their message to in error, the donation may be processed to that other organisation;
  • If there is no close match to the keyword that the supporter sent on that shortcode, the supporter will not receive a response, as Donr's system will not recognise the message as a genuine donation attempt;
  • If the supporter sends their text message to a shortcode which is not owned and operated by Donr, it cannot be predicted by Donr what the outcome will be.

Click here to return to the table of contents.