If you experience an error or unexpected behaviour while making a donation on GiveNow, try the steps below. Most issues are resolved by refreshing your browser or switching to a different one.
General troubleshooting steps
- Use a fresh browser. Close any open GiveNow tabs and try again, or switch to a different browser (for example, Chrome, Safari, Firefox, or Edge).
- Try a private or incognito window. Some browser extensions, privacy settings, VPNs, ad blockers, or script blockers can interfere with payment forms. Opening the donation page in a private or incognito window, or temporarily disabling extensions, may help.
- Clear your browser's cache. Cached data from a previous session can sometimes cause issues. Clearing the cache and reloading the page often resolves the problem.
- Make sure the page is fully loaded before starting. If you have a slow internet connection, wait until the donation form has completely finished loading before entering your details.
- Complete the donation within 10 minutes. For security, the donation form may time out if left inactive for too long. If you are interrupted, refresh the page and start again.
The payment frame will not load
If you see an error message where the donation form should appear, your network's firewall may be blocking the GiveNow payment frame from loading. This can happen on some corporate or enterprise networks.
The quickest solution is to complete the donation on a device outside of your current network. Switch off wifi on your phone and use mobile data instead, or connect to a different network (for example, a home network or mobile hotspot).
If the form loads, but your payment is declined
If the donation form loads but your payment is declined, check that your card details are correct and that your bank has not blocked the transaction. You may need to contact your bank or try another payment method.
Still having trouble?
If the steps above do not resolve the issue, contact GiveNow at service@givenow.com.au. Please include a description of the issue and a screenshot of any error message you see on the donation form — this helps us investigate faster.