thread Re: Custom donation amounts box disappearing from public view in Payments Troubleshooting

Custom donation amounts box disappearing from public view

TheConductor — Sat, 20 Sep 2025 12:38:21 GMT

I'm encountering what seems to be a bug. I want to allow visitors to our online store to make customized donation amounts. I enable the option in the Square Online Store's Edit Item page. Upon doing that, the option is presented onthe public page... for a while. However, I keep finding that the custom amount option disappears off the public page after a while (not sure how long). It has happened to me a few times now and with each of the different donation items we offer.

On the Edit Item page, it still shows that custom donation amounts are toggled ON, even though it is no longer presented that way to the public. Toggling it off and on again fixes the problem for a while, but then the cycle repeats and I'll eventually find it missing from the public page again. I'm the only user on the account, so I know that no one else is changing these settings without my knowledge.

Customer View (before taking corrective action)

Edit Items View (Shown in the state it was in when the above screenshot was taken)

Customer View (After switching the toggle OFF then ON again and then saving)

I appreciate any guidance on if there is something I'm doing wrong that is causing this recurring disapperance or if it is a bug in the software.

Re: Custom donation amounts box disappearing from public view

BernadetteA — Thu, 24 Dec 2020 01:48:26 GMT

Thanks for posting, @TheConductor Based on the description and your screenshots, this definitely sounds a little buggy to me. I recommend reaching out to our support team for additional assistance. A rep will have the advanced support team confirm, and then they will escalate to our engineers for a resolution. Please click here to reach the team. You should see an online store option you can choose to be routed directly to the ecom team.

Re: Custom donation amounts box disappearing from public view

TheConductor — Thu, 24 Dec 2020 02:19:05 GMT

Thank you, I will reach out to them.

Re: Custom donation amounts box disappearing from public view

CASingers — Tue, 26 Jan 2021 17:14:56 GMT

Thank you for this question and temporary solution! I had exactly the same issue, with Custom Donation amount not appearing. Toggling off and on long-term would be a hassle but I needed a shorter term fix and could find no other answers. Thanks!

Re: Custom donation amounts box disappearing from public view

tableplenty — Thu, 09 Dec 2021 04:01:50 GMT

Did you get a resolution for the disappearing Custom Donation amount box? I am setting up a donation and having the same problem. Thanks!

Re: Custom donation amounts box disappearing from public view

JJ_ — Fri, 10 Dec 2021 23:44:09 GMT

Hey there @tableplenty if toggling the option off and back on did not fix your issue I recommend you follow @BernadetteA's suggestion to get in touch with our support team to get this escalated and hopefully resolved for you sooner, rather than later.

P.S. Welcome to the Seller Community

Re: Custom donation amounts box disappearing from public view

it-hchlibrary — Wed, 21 Aug 2024 17:52:36 GMT

Sadly, I've had this same issue for a couple of years now with multiple donation links for multiple clients. It's so frustrating.

Re: Custom donation amounts box disappearing from public view

MayaP — Thu, 22 Aug 2024 15:28:05 GMT

Hello @it-hchlibrary,

I completely understand your frustration, and I'm truly sorry to hear you've been dealing with this issue for a long time.

We're committed to resolving this for you. Can you provide the link to your donation?

Re: Custom donation amounts box disappearing from public view

FremontVBC — Wed, 04 Sep 2024 18:21:25 GMT

We've also had this problem since 2020 and I need to constantly toggle it on and off. Can someone on square team investigate this issue. Really, 4 years is a long time now that we have to deal with this.

Re: Custom donation amounts box disappearing from public view

LaneTavern — Fri, 21 Feb 2025 21:23:01 GMT

I'm having the same problem and my options only show up as a drop down.

https://sanborntonhistoricalsociety.wpcomstaging.com/wp-content/uploads/2025/02/Screenshot-2025-02-21-at-4.20.33 PM.png