A text donation fails when the supporter's network won't let it be charged. Supporters can set limits or blocks with their network. These can cap how much they add to their phone bill, or stop it completely. No text giving service can get around this.
The Donr Safety Net
If a text donation fails because of a limit or block, we text the supporter a link to a payment page so they can give by card instead, if they want to. We call this the Donr Safety Net.
The payment page shows your charity's name and the amount they tried to give, so they know it's genuine. The text also tells them how to contact us if they want to check it.
We keep card payment as a last resort, because card donations have a small third-party processing fee of 1.5% + 20p per donation, charged by Stripe, our card payment provider. See our fees.
When we never receive the text
As long as we receive the supporter's text, we either take the donation or send the Safety Net message.
Sometimes the text never leaves the supporter's phone. This happens when they have a strict block on premium texts. It also happens with Plusnet, whose customers can't text charity shortcodes. In these cases we can't take the donation or send a reply, because the text never reaches us.
For other limits that can stop a donation, see Are there any limitations to donations via text giving?
Need help? Email hello@donr.com or call 0333 4444 777.