Donation item payment not working

[Beachcafe1]

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. 

[JustinC]

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

[Beachcafe1]

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!

[JustinC]

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

[micawber]

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.

[Alinash]

Having the same issue too!

[Ellie_]

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? 

[Alinash]

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

[Ellie_]

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