Error Message During Payment

You're trying to complete an online payment on a Form (membership, donation, event, or shop) created by your nonprofit on Springly, but an error message appears or the payment doesn't go through.

There are several possible reasons for this. This article covers the most common scenarios and how to resolve them.

• Common payment failures
• Not receiving a payment confirmation email

Common payment failures

1. Your bank is declining the transaction on the card you used

This can happen for several reasons:

• Your account has insufficient funds, or you've reached your online payment limit;
• Your bank blocks certain types of transactions (international payments, prepaid cards, etc.);
• Your card is no longer active (lost, stolen, or expired).

How to fix it

➡️ Try using a different payment method, contact your bank, or check your banking app to resolve the issue (e.g., requesting an increase to your overdraft limit).

2. The card details entered are incorrect

Typos happen more often than you'd think. For example:

• The name entered doesn't match the name on the card;
• There's a typo in the CVV/CVC code.

How to fix it

➡️ Try again and double-check all the details you enter — browser-saved autofill data can sometimes contain errors.

3. Your 3DS authentication failed

3DS (3-D Secure) is a security layer that verifies the Buyer is the legitimate cardholder before authorizing a transaction.

Verification typically involves entering a code sent by text message or approving the transaction through your banking app.

Here's how a 3DS payment works:

1. The user confirms their order and is taken to a secure payment page;
2. They enter their card details (card number, security code, expiration date, etc.);
3. 3D Secure additional step: they are redirected to their bank's website in a new window, where they authenticate themselves to confirm the purchase, following their bank's specific process;
4. The order is confirmed once authentication is complete.

Common mistake: after completing authentication on your bank's site, you must return to Springly to finalize your payment.

➡️ The cardholder authentication process varies by bank. If you run into any trouble, reach out to your bank or enable the feature through your banking app.

You didn't receive a payment confirmation email

If an error message appeared during payment and you haven't received a confirmation email, your payment was not processed.

Confirmation emails can occasionally take a few minutes to arrive. If you haven't received one, please try your payment again from the beginning.

If you still haven't received a payment confirmation email after 24 hours, feel free to reach out to our Support team.