Troubleshooting payment errors - a guide for donors
Payment errors can happen for a number of reasons. Here's how to identify what's going on and get back on track quickly.
First, check the Basics
Before troubleshooting, make sure:
Credit card details are correct 💳 – double-check your card number, expiration date, and CVV.
All required fields are completed ❓ – some forms include mandatory custom questions. Scroll through the form to make sure nothing is missing.
You've checked your phone or email 🏦 – in rare cases, your bank may send a verification code to authorize the payment. Check for any messages from your bank before trying again.
Common Error Messages
If the basic troubleshooting steps did not help resolve the issue, here are additional details specific to each error message you could be receiving.
➡️ You cannot create a charge with the 'on_behalf_of' parameter set to a connected account with 'transfers' but without the 'card_payments' capability enabled.
This error means the organization you are trying to pay currently has outstanding verification or compliance requirements on their payment account, which is preventing them from processing payments. We recommend contacting the organization directly to either:
ask them to let you know once the issue has been resolved, or
request an alternative payment method in the meantime.
➡️ Error 203
Error 203 is one of the more common errors users encounter. Here's how to resolve it depending on your payment method.
If you were using Apple Pay or Google Pay:
Try the payment again, but this time enter your card details manually instead of using your digital wallet. When Apple Pay or Google Pay is used, billing details are pulled automatically from your wallet - if anything there is incomplete or outdated, the payment can fail. Entering your information directly on the form usually clears this right up.
If you were using a credit card:
This error is most commonly related to a browser or connection issue. Start by making sure your browser is up to date - you can check quickly at whatismybrowser.com. If an update is available, install it and try again.
If your browser is already up to date, try one or more of the following:
Turn off any VPN or proxy you may be using, as these can interfere with the security check during payment.
Try a different browser, device, or internet connection.
Temporarily disable browser extensions such as ad blockers or privacy tools, as these can sometimes block parts of the payment process.
If you were paying via ACH / PAD:
Error 203 is a generic error that shows when your payment could not be submitted for an unknown reason. It is often related to your browser or network, so the steps above for credit cards can help: update your browser, turn off any VPN or extensions, or try another browser or device. It can also help to verify your account by logging in to your online banking instead of entering your account information manually.
If the error persists, contact your bank and ask them to confirm that no additional authentication requirements (such as two-factor authentication) are blocking the payment. You may also want to try a different payment method if one is available on the form.
➡️ Your card or bank declined the payment (do_not_honor, card_velocity_exceeded, debit not authorized)
A decline comes from your card issuer or bank, not from Zeffy. We only receive the decline code your bank sends, so your bank is the only one who can tell you the exact reason.
do_not_honor is a generic decline with no detail attached.
card_velocity_exceeded means your bank limits the number, frequency or amount of transactions on your card. It does not necessarily mean you have insufficient funds.
Debit not authorized on a bank payment means your bank refused the withdrawal.
To complete your payment:
Contact your bank, give them the decline code, and ask them to allow the payment (including online or international payments if needed).
Once the restriction is lifted, make the payment again from the campaign page.
If your bank can't help, use another card or another payment method.
A declined or failed payment can't be retried or reprocessed later, by you or by the organization. Only successful payments are collected and appear in your donor account, so make a new payment from the campaign page. In some cases your bank first approves a payment and then rejects it when it posts (for example, for insufficient funds). If that happens, the payment fails even if you saw a success message, and you can pay again with another payment method.
Other Troubleshooting Steps
If you're seeing a different error or the steps above haven't resolved the issue, work through the following:
Close the tab and reopen it - Sometimes all it takes is a fresh start. Close the form tab and reopen the link.
Try a different browser - If you're on Chrome, try Firefox or Safari, and vice versa.
Switch devices - If you're on a computer, try a smartphone or tablet.
Clear your browser cache - Stored data can sometimes interfere with payments.
Chrome: Settings → Privacy and security → Clear browsing data
Firefox: Options → Privacy & Security → Cookies and Site Data → Clear Data
Safari: Preferences → Privacy → Manage Website Data → Remove All
Reboot your device – A simple restart can clear temporary glitches affecting the payment process.
Additional Tips
Check your internet connection: A stable connection is essential for online payments. You can also try from an incognito window or a private LTE connection to rule out any network restrictions.
Disable ad blockers: Ad blockers can occasionally interfere with payment forms. Try disabling them temporarily and retrying.
Still Having Trouble?
If none of the above steps resolve the issue, our support team is happy to help! The fastest way to reach us is through our chat – click on the icon in the b head to zeffy.com and click the message icon in the bottom right corner of your screen.
When you reach out, let us know which payment method you were using and share the link to the campaign where the payment is being made — that way we can take a closer look and get things sorted as quickly as possible. 💚