Boost recurring donations this giving season with the upsell prompt!Very occasionally a payment succeeds but the record of it does not save. The app does not hide this: it shows Recording Failed, says the payment was received but the order could not be saved, and shows the amount charged.
The payer has been charged. Do not take the payment again.
What to do
- Tap the retry option the app offers.
- Wait for it to confirm.
Retrying saves the missing record. It does not charge the payer a second time.
If retrying does not work
The app offers to give up retrying, and warns that the payment was collected and needs reconciling by hand.
- Note the amount charged shown on screen.
- Note the donor or buyer's name, and roughly when it happened.
- Reassure the payer — their payment went through, and they will receive whatever you would normally send.
- Contact support with those details so the record can be created.
Important: Do not run the payment again to "make it appear". The money has already moved. A second charge is a refund conversation with a supporter at the end of a good evening.
Confirming a payment went through
If you are unsure, check your Stripe dashboard for a payment of that amount at that time, or ask the payer whether they received a confirmation on their phone.
Why it happens
Almost always a network interruption between taking the payment and writing the record. It is rare, and the app is built so that the money is never taken twice — but a wobbly venue connection makes it more likely. See What happens if I lose internet during an event?
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