Why transactions can appear as failed or pending

This article explains why some transactions in RaiseNow Hub appear as Failed or Pending and what these statuses mean.

Overview

When collecting payments or donations through RaiseNow Hub, not every transaction is completed successfully immediately.

Some transactions may fail because the payment process could not be completed. Others may remain pending until the payment provider confirms the final result.

These statuses are normal and occur across all digital payment systems.

Key points

• Failed and pending transactions are normal
• Most failed transactions are caused by incomplete payment processes
• Pending transactions are still being processed
• Statuses usually update automatically
• You can contact supporters if contact details were collected

What does “Failed” mean?

A transaction is marked as Failed when the payment could not be completed successfully.

This can happen for several reasons.

Insufficient funds

The supporter did not have enough funds or available credit to complete the payment.

The payment can usually be retried once sufficient funds are available.

Payment not confirmed

The supporter did not complete the final confirmation step in the payment app.

This often happens when:

• The process is interrupted
• The payment window is closed
• The supporter leaves the payment flow early

Incorrect credentials or authentication

The supporter entered incorrect login or authentication information.

Examples include:

• Incorrect passwords
• Invalid verification codes
• Forgotten credentials

The payment only succeeds once all required information is entered correctly.

Validation timeout

The payment was not confirmed within the required time limit.

This can happen if:

• The supporter waits too long
• The process is paused
• The confirmation step is not completed in time

Technical issues

In rare cases, temporary technical issues at the payment provider can cause a transaction to fail.

These issues are usually resolved quickly and do not affect the overall reliability of your Touchpoint Solution.

What does “Pending” mean?

A transaction marked as Pending is still being processed.

The payment provider has not yet confirmed the final status.

In most cases:

• The transaction updates automatically
• No action is required
• The final status changes to either Succeeded or Failed

What you can do

If your Touchpoint Solution collects supporter contact details, you can contact the supporter directly.

You can:

• Inform them that the payment was unsuccessful
• Ask them to retry the payment or donation