A gift is pending, failed, or giving is unavailable

Warning

Before anything else: never ask a donor to give again because a gift is not showing. Pending is not failed. Confirm which one you are looking at first, using the states below.

The giving page will not open

There are three different reasons, and they look different to a visitor.

“Giving Not Available”

The page says this organization is not set up to accept online donations. It means charges and payouts are not both switched on yet. An administrator should open Giving → Payments, where the page names the exact hold-up. Turn on online giving walks through each state.

Choosing Give takes you to another website

Not a fault. Churches can point giving at an outside service, and the Give link then sends people straight there. If that is no longer where you want gifts to go, an administrator can clear the external giving address in the church’s settings and the built-in giving page returns.

The page is simply not found

Giving is not among the tools this church has switched on. An administrator can turn it on; the page stays missing until they do.

A gift is stuck on Pending

Pending is a real, normal state, not an error. Admins see it as an amber Pending chip beside the gift on the Giving page.

Note

A bank transfer takes 3–5 business days to clear. It is pending for all of them. The donor was told this on the confirmation screen and will get a second email when it completes.

Work through these in order:

Check how it was paid

Open Giving → History and look at the Method column. If it says Bank and the gift is less than about a week old, there is nothing wrong. Wait.

Check whether it is only this one

If every card gift is stuck on pending, the problem is not the gifts. Hubl marks a gift completed when Stripe tells it the money moved, so a card donation that never leaves pending means that message is not arriving. Check the donation webhook in your Stripe dashboard is enabled and pointing at your Hubl site.

Compare against Stripe

Stripe is the record of what actually happened to the money. If Stripe shows the payment succeeded and Hubl still shows pending, the money is safe and it is only the status that is behind.

Warning

Receipts are sent at the moment a gift completes. A gift that never leaves pending never triggers one, so “the donor got no receipt” and “the gift is stuck pending” are usually the same problem, not two.

A payment failed

A failure happens at the donor’s bank or card issuer, and the donor sees the reason on the form at the time. Nothing reaches your church, and no receipt is sent.

Card declined. The donor’s bank refused it. Another card, or a call to their bank, is the only fix; there is nothing to change in Hubl.
Bank transfer could not be completed. Authorisation did not finish. The donor should start again and complete the bank sign-in step.
The form will not move past Payment. Usually a browser blocking the payment field. Try another browser, or turn off ad and script blockers for the page.

A donor says they gave and you cannot find it

Search by email, not name

On Giving → History, search the donor’s email. People give under a different name to the one you have on file more often than you would think.

Check the year filter

History shows one year at a time. A gift from late December is under the previous year.

Look at Event & Class Fees

If they paid for a registration or tuition rather than giving, it is on that tab, not under All Donations. Those payments are deliberately kept out of giving totals and statements, because the payer received something for their money.

Consider that it was anonymous

A gift given anonymously shows as Anonymous with no name attached. The amount and date are still there.

A gift was refunded

Refunds are made in Stripe, and Hubl picks the refund up and marks the gift Refunded. The amount is taken back out of the fund’s total. Refunded gifts stay visible in the donor’s own history so the record stays honest.

What next

Find and manage donations — searching, filtering and exporting history.
Find your giving history and receipt — what to tell a donor who wants their own record.