Skip to main content
Running into an issue on Do Donate? Most problems can be resolved quickly with a few straightforward steps. Work through the relevant section below, and if the issue persists after following the guidance, our support team is available to help you get back on track.
A declined payment can happen for several reasons unrelated to your Do Donate account. Try the following steps:
  1. Check your card details — make sure the card number, expiration date, CVV, and billing address are entered correctly.
  2. Confirm your card has sufficient funds — contact your bank or check your balance to rule out insufficient funds.
  3. Try a different payment method — use an alternative card or a supported digital wallet.
  4. Disable browser extensions — ad blockers or privacy extensions can sometimes interfere with the payment flow. Try completing the donation in an incognito or private browsing window.
  5. Check for bank restrictions — some banks block online or international transactions by default. Contact your bank to confirm the transaction is not being blocked.
If your payment continues to be declined after trying the steps above, contact our support team at support@do-donate.com with the campaign name and the approximate time of the attempted transaction.
If you are having trouble signing in, work through these steps:
  1. Reset your password — click Forgot password? on the login page and follow the instructions sent to your registered email address.
  2. Check your email address — make sure you are using the email address associated with your Do Donate account. If you signed up with a social login (Google or Facebook), use that option instead of entering an email and password.
  3. Clear your browser cache — outdated cached data can sometimes prevent the login page from loading correctly. Clear your cache and cookies, then try again.
  4. Try a different browser or device — this helps rule out a browser-specific issue.
  5. Check for a suspended account — if you receive a message indicating your account has been suspended, see the “My account was suspended” section below.
If none of these steps resolve the issue, contact support with your registered email address so the team can investigate your account directly.
If a donation you made is not showing up in your account:
  1. Wait a few minutes — donations can occasionally take a short time to appear after the transaction is processed.
  2. Refresh the page — navigate to Account > Donation History and reload the page.
  3. Check the correct account — confirm you are logged in to the account you used when making the donation.
  4. Check your email for a receipt — if you received a donation confirmation email, the transaction was successful and should appear in your history shortly.
  5. Check your payment statement — if the amount was charged to your card but the donation is still not visible, this may indicate a sync issue on our end.
Contact support at support@do-donate.com with the date of the donation, the campaign name, and the donation amount so we can locate and reconcile the transaction.
Newly created or recently updated campaigns can take some time to appear in search. Here is what to check:
  1. Confirm your campaign is published — go to your campaign dashboard and verify the campaign status shows as Active or Published, not Draft or Pending Review.
  2. Wait for indexing — new campaigns can take up to 24 hours to appear in search results after publishing.
  3. Check for policy holds — if your campaign is under review, it will not appear publicly until the review is complete. You will receive an email if any action is needed from you.
  4. Share a direct link — while your campaign is indexing, share the direct campaign URL with potential donors so they can access it immediately.
If your campaign has been published for more than 48 hours and still does not appear in search, contact support with your campaign URL so the team can investigate.
Donation receipts are sent automatically after a successful transaction. If yours has not arrived:
  1. Check your spam or junk folder — email filters sometimes redirect automated messages.
  2. Add Do Donate to your safe senders list — add noreply@do-donate.com to your contacts or safe senders to ensure future emails are delivered to your inbox.
  3. Verify your email address — go to Account Settings > Profile to confirm the correct email address is saved on your account.
  4. Allow extra time — during periods of high activity, email delivery may be delayed by up to 15 minutes.
  5. Resend your receipt — go to Account > Donation History, find the relevant donation, and click Resend Receipt.
If you are still unable to locate your receipt after trying these steps, contact support with the donation details and we will send a copy manually.
If you are unable to initiate a withdrawal from your campaign, check the following:
  1. Verify your identity — withdrawals require identity verification to be completed. Go to Account Settings > Payouts and confirm your verification status.
  2. Add or confirm your bank account — a valid bank account must be linked before a withdrawal can be processed. Go to Account Settings > Payouts > Bank Account to add or review your payout details.
  3. Check the minimum threshold — withdrawals are only available when your campaign balance meets the minimum payout amount, which is displayed in your payout settings.
  4. Check for a campaign hold — if your campaign is under review or has been flagged, withdrawals may be temporarily paused. You will receive an email notification if this applies to your account.
If everything looks correct but you are still unable to withdraw, contact support with your campaign name and account email address.
Account suspensions occur when activity on an account appears to violate Do Donate’s terms of service or community guidelines. If your account has been suspended:
  1. Check your email — Do Donate sends an email to your registered address explaining the reason for the suspension and any steps you can take.
  2. Review our policies — read the Do Donate terms of service and community guidelines to understand what may have triggered the suspension.
  3. Submit an appeal — if you believe the suspension was made in error, reply to the suspension email or contact support at support@do-donate.com with your account details and an explanation of the situation.
  4. Do not create a duplicate account — creating a new account to bypass a suspension is a violation of our terms and may result in a permanent ban.
Our trust and safety team reviews all suspension appeals and will respond within 2 to 3 business days.