What to do when a supporter can't pay with PayPal

If a supporter is running into a PayPal error when trying to support you, don’t worry! Remember, you connect your own PayPal and/or Stripe accounts to receive payments, so the issue could be on your side or theirs. Either way, we’ll help you get things working so their support can reach you.

Steps supporters can try to fix PayPal payment issues

When something goes wrong with a PayPal payment, supporters might see one of these error messages:

• "Something went wrong. Please try again later."
• "Unable to process payment, try again later."
• "We could not process payment at this time. Please try again later."

Sometimes they won’t see an error at all, but the payment won’t go through.

Here are some steps they can try:

1. Switch browser or try a private/incognito window. Suggest they try again in a different browser, a private window, or on another device.
2. Check with their payment provider. Their bank might block the payment for safety reasons, especially if it’s outside their normal spending pattern or being sent to a new recipient.
3. Try a different payment method. If one method isn’t working, they can switch to a different funding source when checking out with PayPal, or use a different card.
4. Make sure their PayPal account is verified. Their card should be verified on PayPal. You can point them to PayPal’s support guide here.
5. Keep things up to date. Outdated browsers or devices might not support all PayPal features. Updates can help.
6. Log in to PayPal on a desktop. They should check for any account notices at paypal.com that could be blocking the payment.
7. Reach out to PayPal support. If the issue continues, they can visit the PayPal support page or scroll to 'Recommended' and select 'Message us' for live chat.

For more details, supporters can explore PayPal’s payment troubleshooting guide under Payments > Payment Declined.

Still not working? Ask them to contact us with your Ko-fi page link (like ko-fi.com/yourusername) and let us know what they’ve already tried. We’ll help from there.

Trouble with memberships or recurring payments

If a supporter is trying to set up a recurring payment (like a membership), they’ll need to use a bank card that allows subscriptions. PayPal balance or prepaid cards can’t be used for recurring payments.

They should also check that their PayPal account has a verified card or bank account linked.

If they’re still stuck, they can reach out to us.

Other reasons why supporter payments may fail

🌍 Country restrictions

PayPal has different rules depending on the country. Supporters can check their country here. Some examples:

• Some countries don’t allow PayPal payments to users in the same country.
• Some restrict commercial PayPal transactions due to local regulations.
• Some PayPal accounts can only send (but not receive) payments.

💲 Local payment processors

In certain countries, PayPal offers local options like iDeal, Giropay, or Przelewy24. Sometimes these payments look successful but don’t complete. A refund should usually arrive in 5 working days.

Supporters can try using direct PayPal or card payments instead, or contact PayPal or the local provider if needed.

💳 Prepaid cards

PayPal does allow some prepaid cards, but not all. If a supporter’s payment fails:

• They should check if PayPal accepts their card.
• Their card provider may be blocking the transaction.
• Prepaid cards can't be used for recurring payments like memberships.

If your supporter is still having trouble, check below for what steps you can take.

What you can check when supporters get an error

Sometimes the issue is with your account, not the supporter’s. Here’s a quick checklist to make sure everything’s set up correctly on your end:

• Email and currency settings: Make sure the email linked to your PayPal account is verified. Also check your account can accept the currencies your supporters are using. You can read more here.
• Account restrictions or notifications: Log into PayPal on a desktop and look for any notices that might be stopping you from receiving payments.

Still not able to receive payments via PayPal? Check out our help article here.

We're here if you need us. Feel free to send any questions our way. 💌

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