thread Re: Donation item payment not working in Payments Troubleshooting

Donation item payment not working

Beachcafe1 — Sat, 20 Sep 2025 12:21:20 GMT

I tried to run a test payment through my donation button but a message pops up saying payment is declined. I know that it is not an issue with the card. My site is set to accept online orders and I have noticed that my button sometimes reads not available and other times it says donate. There shouldn’t be any reason for this as the settings in my dashboard haven’t changed.

Re: Donation item payment not working

JustinC — Sat, 20 Feb 2021 21:19:45 GMT

Hmnm, we haven't had any issues with Payments. And you've confirmed that the card info entered (like zip) matches what the card has on file right? @Beachcafe1

Re: Donation item payment not working

Beachcafe1 — Sun, 21 Feb 2021 14:41:51 GMT

Hi Justin,

Thank you for your response, unfortunately everything is verified and it is not an issue with the card. I was able to purchase other items from my store with no issues. I’ve seen several other threads dating back from last year that say people were having issues because of the varying item types. There is apparently a known issue when trying to combine digital items and physical items. I haven’t found a work around for this yet and additionally, my donation items aren’t working as a separate order either. I spent just under 2 hours on the phone with customer service and they were not able to see why the donation function wasn’t working. Any advice you can provide is greatly appreciated!

Re: Donation item payment not working

JustinC — Tue, 23 Feb 2021 21:18:20 GMT

Actually the CS Team is the best route to go when addressing these issues since it sounds like Engineering needs to take a look as they have access to the backend mechanics of your account.

Did they mention creating a case ticket for you? @Beachcafe1

Re: Donation item payment not working

micawber — Thu, 17 Jun 2021 16:17:58 GMT

I'm having exactly this problem. Sometimes the button says "donate," at other times it says "not available" and isn't clickable. The browser seems to make a difference too. I'm hearing the same thing from customers.

Re: Donation item payment not working

Alinash — Fri, 06 Aug 2021 03:34:02 GMT

Having the same issue too!

Re: Donation item payment not working

Ellie_ — Sun, 08 Aug 2021 16:47:56 GMT

Hi there @Alinash

Thank you for reaching out and welcome to the Seller Community!

Are you having an issue with a donation link or accepting donations on your Online Store?

Re: Donation item payment not working

Alinash — Sun, 08 Aug 2021 18:23:17 GMT

I’m having issues accepting donations on my site, it just says “not available”

Re: Donation item payment not working

Ellie_ — Mon, 09 Aug 2021 21:24:29 GMT

Thank you for confirming @Alinash

In this case, I recommend reaching out to our Square Online Customer Success team directly. They will be able to dig in deeper for you! https://squ.re/2LW3Gz3