Problems donating: Difference between revisions
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TSkaff (WMF) (talk | contribs) Updated "problemsdonating@wikimedia.org" to "donate@wikimedia.org" |
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* 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.
* 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.
* 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 [mailto:donate@wikimedia.org donate@wikimedia.org]<ref name="zd">Due to the volume of inquiries we receive, we use [[w:Zendesk|Zendesk]] 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 Zendesk’s [https://www.zendesk.com/company/customers-partners/privacy-policy/ terms]. Users from the following countries should consult Section 13 of Zendesk’s [https://www.zendesk.com/company/customers-partners/master-subscription-agreement/#country-specific-terms privacy policy] for more information about Zendesk’s country-specific practices: Australia, Brazil, Canada, Japan, New Zealand, and Singapore.</ref>. For your security, please do not include credit card numbers in your email.
== Why did my PayPal donation get rejected? ==
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== I received an error message, but I still see a charge on my statement. ==
*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 [mailto:donate@wikimedia.org donate@wikimedia.org]<ref name="zd"/> for more information about your donation. Please do not include credit card numbers in your email.
*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 [[{{LocalPage|Ways to Give}}|ways to give page]] for a full range of options.
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== Why don't I see my currency or country on the donation form? ==
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 [mailto:donate@wikimedia.org donate@wikimedia.org]<ref name="zd"/>. Please be sure to include the name of your home country and/or currency so that we can send you the correct donation URL.
== How can I update/cancel my recurring donation? ==
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== Still having trouble? ==
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 [[wmf:FAQ|frequently asked questions]], as this may help resolve any problems you are experiencing. If you need help resolving a donation problem, please contact '''[mailto:donate@wikimedia.org donate@wikimedia.org]'''<ref name="zd"/>. 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.
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