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<li lang="sk"><a href="/wiki/Problems_donating/sk" title="Problems donating/sk"><span class="language-name">slovenčina</span></a></li> <li lang="sv"><a href="/wiki/Problems_donating/sv" title="Problems donating/sv"><span class="language-name">svenska</span></a></li> <li lang="uk"><a href="/wiki/Problems_donating/uk" title="Problems donating/uk"><span class="language-name">українська</span></a></li> <li lang="zh-hans"><a href="/wiki/Problems_donating/zh-hans" title="Problems donating/zh-hans"><span class="language-name">中文（简体）</span></a></li> <li lang="zu"><a href="/wiki/Problems_donating/zu" title="Problems donating/zu"><span class="language-name">isiZulu</span></a></li> </ul> </div> </div> <a class="sp-btn sp-donate-now-btn" href="https://donate.wikimedia.org/?uselang=en&wmf_medium=donatewiki_page&wmf_campaign=donate_now_btn&wmf_source=Problems_donating"> <svg class="icon-lock" xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 20 20" role="img" aria-hidden="true"> <path d="M16.07 8H15V5s0-5-5-5-5 5-5 5v3H3.93A1.93 1.93 0 0 0 2 9.93v8.15A1.93 1.93 0 0 0 3.93 20h12.14A1.93 1.93 0 0 0 18 18.07V9.93A1.93 1.93 0 0 0 16.07 8zM10 16a2 2 0 1 1 2-2 2 2 0 0 1-2 2zm3-8H7V5.5C7 4 7 2 10 2s3 2 3 3.5z"></path> </svg> <svg class="icon-heart" xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 20 20" role="img" aria-hidden="true"> <path d="M14.75 1A5.24 5.24 0 0 0 10 4 5.24 5.24 0 0 0 0 6.25C0 11.75 10 19 10 19s10-7.25 10-12.75A5.25 5.25 0 0 0 14.75 1z"></path> </svg> <span class="sp-donate-now-txt"> Donate now </span> </a> </div> </div> </div> <header class="sp-header mw-980"> <h1>Problems donating</h1> </header> <article class="sp-main mw-980"> <div class="sp-toc sp-largetoc"> <div id="toc" class="toc" role="navigation" aria-labelledby="mw-toc-heading"><input type="checkbox" role="button" id="toctogglecheckbox" class="toctogglecheckbox" style="display:none" /><div class="toctitle" lang="en" dir="ltr"><h2 id="mw-toc-heading">Contents</h2><span class="toctogglespan"><label class="toctogglelabel" for="toctogglecheckbox"></label></span></div> <ul> <li class="toclevel-1 tocsection-1"><a href="#Is_this_site_secure?"><span class="tocnumber">1</span> <span class="toctext">Is this site secure?</span></a></li> <li class="toclevel-1 tocsection-2"><a href="#My_preferred_payment_method_is_not_yet_offered_by_the_Wikimedia_Foundation."><span class="tocnumber">2</span> <span class="toctext">My preferred payment method is not yet offered by the Wikimedia Foundation.</span></a></li> <li class="toclevel-1 tocsection-3"><a href="#Why_did_my_credit/debit_card_donation_get_rejected?"><span class="tocnumber">3</span> <span class="toctext">Why did my credit/debit card donation get rejected?</span></a></li> <li class="toclevel-1 tocsection-4"><a href="#Why_did_my_PayPal_donation_get_rejected?"><span class="tocnumber">4</span> <span class="toctext">Why did my PayPal donation get rejected?</span></a></li> <li class="toclevel-1 tocsection-5"><a href="#I_received_an_error_message,_but_I_still_see_a_charge_on_my_statement."><span class="tocnumber">5</span> <span class="toctext">I received an error message, but I still see a charge on my statement.</span></a></li> <li class="toclevel-1 tocsection-6"><a href="#Why_won't_your_donation_form_accept_my_information?"><span class="tocnumber">6</span> <span class="toctext">Why won't your donation form accept my information?</span></a></li> <li class="toclevel-1 tocsection-7"><a href="#Why_did_I_get_a_certificate_warning/error_while_trying_to_donate?"><span class="tocnumber">7</span> <span class="toctext">Why did I get a certificate warning/error while trying to donate?</span></a></li> <li class="toclevel-1 tocsection-8"><a href="#Why_don't_I_see_my_currency_or_country_on_the_donation_form?"><span class="tocnumber">8</span> <span class="toctext">Why don't I see my currency or country on the donation form?</span></a></li> <li class="toclevel-1 tocsection-9"><a href="#How_can_I_update/cancel_my_recurring_donation?"><span class="tocnumber">9</span> <span class="toctext">How can I update/cancel my recurring donation?</span></a></li> <li class="toclevel-1 tocsection-10"><a href="#Why_is_the_amount_appearing_on_my_bank_statement_greater_than_the_amount_of_my_donation?"><span class="tocnumber">10</span> <span class="toctext">Why is the amount appearing on my bank statement greater than the amount of my donation?</span></a></li> <li class="toclevel-1 tocsection-11"><a href="#Still_having_trouble?"><span class="tocnumber">11</span> <span class="toctext">Still having trouble?</span></a></li> </ul> </div> </div> <div class="sp-content"> <div class="mw-heading mw-heading2"><h2 id="Is_this_site_secure?"><span id="Is_this_site_secure.3F"></span>Is this site secure?</h2></div> <p>The Wikimedia Foundation donation website is extremely secure. After clicking a banner or following a donation link, the page you're taken to is on a secured site (https); all information is encrypted and handled following the highest standard of data protection. </p> <div class="mw-heading mw-heading2"><h2 id="My_preferred_payment_method_is_not_yet_offered_by_the_Wikimedia_Foundation.">My preferred payment method is not yet offered by the Wikimedia Foundation.</h2></div> <p>We're sorry that we're currently unable to offer your preferred method of payment; in future fundraisers, we hope to have additional options for donation in additional currencies. Please also see our full list of <b><a href="/wiki/Ways_to_Give" title="Ways to Give">other ways to give</a></b>. </p> <div class="mw-heading mw-heading2"><h2 id="Why_did_my_credit/debit_card_donation_get_rejected?"><span id="Why_did_my_credit.2Fdebit_card_donation_get_rejected.3F"></span>Why did my credit/debit card donation get rejected?</h2></div> <p>If your donation attempt was unsuccessful, please check your debit/credit card for the following cases: </p> <ul><li>Your credit/debit card should be enabled for International use. Cards that can only be used in country (a.k.a. domestic cards) may not be accepted at this time. Please call your bank and request international access to be enabled.</li> <li>There is an increased security focus in the EU/UK where some banks require a pin to be associated with your credit card (3D Secure). This may be a reason for a decline if the pin is absent or is mismatched and you may wish to take this up with your issuing bank.</li> <li>Not all virtual cards may be accepted at this time. Virtual cards are frequently used for online purchases to protect your physical card's sensitive information. However, rest assured that our donation processing is backed up by professional, fully compliant processors and your information is extremely secure. So if your virtual card gets rejected, please try to use a traditional credit/debit card instead.</li> <li>If you are using your debit card, please notice that the security code (CVV) is optional. If your debit card doesn't have a CVV just skip that field.</li> <li>Your bank may have flagged the transaction. This is particularly likely if this is the first time you are donating to Wikimedia. Please call your bank and request they unblock future transactions to Wikimedia so that your future donations will be processed. If your bank or credit card company is not able to identify the cause of your issue, please contact us at <a rel="nofollow" class="external text" href="mailto:donate@wikimedia.org">donate@wikimedia.org</a>.<sup id="cite_ref-zd_1-0" class="reference"><a href="#cite_note-zd-1"><span class="cite-bracket">[</span>1<span class="cite-bracket">]</span></a></sup> For your security, please do not include credit card numbers in your email.</li></ul> <div class="mw-heading mw-heading2"><h2 id="Why_did_my_PayPal_donation_get_rejected?"><span id="Why_did_my_PayPal_donation_get_rejected.3F"></span>Why did my PayPal donation get rejected?</h2></div> <p>If your PayPal donation was rejected, or your recurring subscription donation was canceled, please contact <a rel="nofollow" class="external text" href="https://www.paypal.com/cgi-bin/helpscr?cmd=_help&t=escalateTab">PayPal customer service</a> for more information. You may also call PayPal directly at 888-221-1161 or 402-935-2050 if you're calling from outside the US. Here are some common reasons why donations fail: </p> <ul><li>PayPal sometimes requires a backup payment method for various reasons, such as hitting a monthly spending threshold or performing a transfer. You can solve this by adding a backup payment method to your account.</li> <li>PayPal can occasionally give an error saying we do not process donations in a given country. However, you may be receiving this message because PayPal needs some additional personal identification information from you. Please contact their customer service department and inquire further. This is especially common in some parts of Asia and the Pacific Islands.</li> <li>Please note that due to in-country regulations, <b>we no longer can process PayPal donations from Singapore.</b></li></ul> <div class="mw-heading mw-heading2"><h2 id="I_received_an_error_message,_but_I_still_see_a_charge_on_my_statement."><span id="I_received_an_error_message.2C_but_I_still_see_a_charge_on_my_statement."></span>I received an error message, but I still see a charge on my statement.</h2></div> <ul><li>If you received an error message stating that your transaction could not be accepted, your donation may not have been processed or accepted by the Wikimedia Foundation. Please contact us at <a rel="nofollow" class="external text" href="mailto:donate@wikimedia.org">donate@wikimedia.org</a><sup id="cite_ref-zd_1-1" class="reference"><a href="#cite_note-zd-1"><span class="cite-bracket">[</span>1<span class="cite-bracket">]</span></a></sup> for more information about your donation. Please do not include credit card numbers in your email.</li> <li>A charge may show up on your card, held by your bank, as this is standard operating procedure for any online transaction. If your donation was unsuccessful, your bank will release these funds in about 3-5 business days, depending upon their rules and regulations. If you would like to attempt a donation again, please visit our <a href="/wiki/Ways_to_Give" title="Ways to Give">ways to give page</a> for a full range of options.</li></ul> <div class="mw-heading mw-heading2"><h2 id="Why_won't_your_donation_form_accept_my_information?"><span id="Why_won.27t_your_donation_form_accept_my_information.3F"></span>Why won't your donation form accept my information?</h2></div> <p>Please ensure that your browser is up to date, that you have JavaScript enabled, and that you are not whitelisting certain domains. Please also check to ensure you have entered information into all fields correctly, such as the spelling of your email address or number of digits in your credit card number. Note that extra spaces in these fields may generate an error. </p> <div class="mw-heading mw-heading2"><h2 id="Why_did_I_get_a_certificate_warning/error_while_trying_to_donate?"><span id="Why_did_I_get_a_certificate_warning.2Ferror_while_trying_to_donate.3F"></span>Why did I get a certificate warning/error while trying to donate?</h2></div> <p>If you see a certificate warning/error while trying to donate, it is likely due to an outdated version of your browser. Please update your browser to a newer version or use a different browser. </p> <div class="mw-heading mw-heading2"><h2 id="Why_don't_I_see_my_currency_or_country_on_the_donation_form?"><span id="Why_don.27t_I_see_my_currency_or_country_on_the_donation_form.3F"></span>Why don't I see my currency or country on the donation form?</h2></div> <p>The donation banner you clicked is set up to geolocate based on the IP address provided by your internet service provider. A small number of donors run into trouble with geolocation via IP and need a banner specific to their home country - this tends to be an issue if you are traveling. If this is the case, please send the fundraising team an email at <a rel="nofollow" class="external text" href="mailto:donate@wikimedia.org">donate@wikimedia.org</a><sup id="cite_ref-zd_1-2" class="reference"><a href="#cite_note-zd-1"><span class="cite-bracket">[</span>1<span class="cite-bracket">]</span></a></sup>. Please be sure to include the name of your home country and/or currency so that we can send you the correct donation URL. </p> <div class="mw-heading mw-heading2"><h2 id="How_can_I_update/cancel_my_recurring_donation?"><span id="How_can_I_update.2Fcancel_my_recurring_donation.3F"></span>How can I update/cancel my recurring donation?</h2></div> <p>For instructions on canceling or updating recurring payments, please see: <b><a href="/wiki/Cancel_or_change_recurring_giving" title="Cancel or change recurring giving">Cancel or change recurring giving</a></b>. </p> <div class="mw-heading mw-heading2"><h2 id="Why_is_the_amount_appearing_on_my_bank_statement_greater_than_the_amount_of_my_donation?"><span id="Why_is_the_amount_appearing_on_my_bank_statement_greater_than_the_amount_of_my_donation.3F"></span>Why is the amount appearing on my bank statement greater than the amount of my donation?</h2></div> <p>Neither the Wikimedia Foundation nor the companies we use to process credit cards apply transaction fees to donations. However, in some cases, banks may apply cross-border and foreign transaction fees. We strive to minimize this phenomenon and we apologize if such charges have been applied to you. As we do not collect these fees, we are unable to refund them to you, but if you would like a refund of your donation to offset them, please email <a rel="nofollow" class="external text" href="mailto:donate@wikimedia.org">donate@wikimedia.org</a><sup id="cite_ref-zd_1-3" class="reference"><a href="#cite_note-zd-1"><span class="cite-bracket">[</span>1<span class="cite-bracket">]</span></a></sup>. </p> <div class="mw-heading mw-heading2"><h2 id="Still_having_trouble?"><span id="Still_having_trouble.3F"></span>Still having trouble?</h2></div> <p>The fundraising team at the Wikimedia Foundation is small, so please be sure to read through the common questions above. Please also take the time to review our <a href="/wiki/FAQ" title="FAQ">frequently asked questions</a>, as this may help resolve any problems you are experiencing. If you need help resolving a donation problem, please contact <b><a rel="nofollow" class="external text" href="mailto:donate@wikimedia.org">donate@wikimedia.org</a></b><sup id="cite_ref-zd_1-4" class="reference"><a href="#cite_note-zd-1"><span class="cite-bracket">[</span>1<span class="cite-bracket">]</span></a></sup>. Please let us know which browser and donation link you are using, and provide a description or, if possible, a screenshot of the error. Please do not include credit card numbers in your email. </p> <ol class="references"> <li id="cite_note-zd-1"><span class="mw-cite-backlink">↑ <sup><a href="#cite_ref-zd_1-0">1.0</a></sup> <sup><a href="#cite_ref-zd_1-1">1.1</a></sup> <sup><a href="#cite_ref-zd_1-2">1.2</a></sup> <sup><a href="#cite_ref-zd_1-3">1.3</a></sup> <sup><a href="#cite_ref-zd_1-4">1.4</a></sup></span> <span class="reference-text">Due to the volume of inquiries we receive, we use <a href="https://en.wikipedia.org/wiki/Zendesk" class="extiw" title="w:Zendesk">Zendesk</a> as a donor response platform. By emailing donate@wikimedia.org, you understand that your information will be processed by the Zendesk Group in accordance with <a rel="nofollow" class="external text" href="https://www.zendesk.com/company/customers-partners/privacy-policy/">Zendesk’s terms</a>. 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