Documentation Category: Troubleshooting

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  • How to Connect your Square Test Account in Charitable

    Testing your Square payment gateway before going live ensures donations work smoothly when you launch. This guide walks you through connecting your Square sandbox (test) account to Charitable. Prerequisites Before you begin, make sure you have: In this Guide Quick answers I clicked “Connect to Square (Sandbox)” and got a blank white screen. What happened?…

  • “Charitable has noticed some recent donation attempts via the donation form have failed due to invalid security checks”

    You may have seen a notice on your Charitable dashboard that reads something similar to “Charitable has noticed some recent donation attempts via the donation form have failed due to invalid security checks.” and similar to the screenshot below. In this post we will tell you why this message is appearing and likely what the…

  • How to refund a donation

    Unfortunately, you will probably need to refund a donation sooner or later. When that happens, Charitable has your back with an easy way to refund donations in your WordPress dashboard. You can also refund donations (including partial refunds) through your payment gateway account. Refund from the WordPress dashboard If you need to refund a donation,…

  • How to Fix “Page Not Found” Errors

    If you are getting a “Page Not Found” or 404 error, it may be a permalinks issue. Try this to fix it:  ​In your WordPress dashboard, go to Settings > Permalinks Without changing any settings, click on Save Changes After doing this, the problem should be resolved. 

  • How to Change ‘Donate’ Button Text

    There are a couple ways you can change the text in Charitable. You could use a translation plugin like TranslatePress, or you can use a little bit of code. Here is a code snippet you can adapt: https://library.wpcode.com/snippet/32j0vx5l/ How to add a code snippet If you are new to PHP or WordPress development, we recommend adding these…

  • How to Add a Donate Link to Your Menu

    If you would like to add a Donate link or button in your menu, there are a couple ways of achieving this. Option 1: Link to a separate donation page You can add a link to your donation page while editing your menu at Appearance > Menus. In the left hand column, look for the “Custom Links” option.…

  • How to Set a Minimum Donation Amount

    Setting a minimum donation amount in Charitable helps you make sure every donation is big enough to support your fundraising goals. This way, you avoid very small payments that could cost too much in processing fees and keep your campaign running smoothly. This also helps avoid confusion during checkout and keeps your fundraising smooth by…

  • How to create and edit donations in the WordPress dashboard

    Received a cheque in the mail from a donor and want to add it to Charitable? No problems! With Charitable, you can easily create and edit donations through your WordPress dashboard. Create a new donation To create a new donation from the Dashboard, go to Charitable > Donations, and click the Add Donation button at…

  • How to resend donation emails

    Need to resend a donation receipt to your donor? With Charitable, you can do that easily through the WordPress dashboard. Which emails can you resend? Charitable allows you to resend any donation-related email. Out of the box, this includes the Donation Receipt for donors, and the New Donation Notification email, which is sent to site…

  • How to Remove Avatars from the Donors Widget

    You can remove the avatars from the donors widget by creating a custom template for the donors widget. To do that, create a new file in your theme or child theme at charitable/widgets/donors.php. Next, copy and paste the contents of the charitable/templates/widgets/donors.php template file (this is in the Charitable plugin directory) into this file. You can then make…

  • How to Remove a Field from a Form

    Here is a code snippet that provides a general guide to removing fields from forms. It lists the ‘hooks’ you should use for each form, as well as all of the fields that are included in those forms. See this page at WPCode.com for details on how to add a code snippet to your site…

  • PayPal IPN Troubleshooting

    PayPal should automatically be able to send a message to your site that updates the donation status, using what is called an IPN listener. If you are seeing all of your PayPal donations remain stuck in “Pending” status, this may mean that the IPN listener is not working for you. Step 1: Check donation logs…

  • Donation Emails not Sending

    If you are not receiving an email when a donation is made, or your donors are not getting their receipts, the cause is almost always one of a few common things. Charitable includes built-in tools that let you confirm what is happening in a couple of minutes, so please run through the checks below before…

  • How to Add Custom Widgets to the Campaign Page

    There are a couple of ways you can customize the widgets on the campaign page. If you’re fairly comfortable with writing code & WordPress (or you have a developer on your team), you can create a custom template for your campaigns by creating a template file called single-campaign.php in your theme or child theme. You…

  • How to Create a Custom Campaign Template

    Changing the campaign page template requires adding a new template to your theme or child theme. By default, Charitable will use the same template as is used in your theme for blog posts. To customise the template, you can do the following (note: this requires FTP or similar to be able to make the changes):…

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New templates

🤩 New Beacon Campaign Templates w/ “Hero” Block!

With the new Beacon Campaign Templates for Charitable Pro, you can launch a stunning, full-width fundraising page that instantly captures visitor attention above the fold.

🔦 Above-the-Fold Impact: Lead with a full-width hero image, your logo, and your goal with a donation widget locked right on top of the banner so your ask and momentum register instantly without scrolling.

📐 Two Flexible Layouts: Choose between a structured two-column layout for side-by-side storytelling and supporting details, or a clean one-column view designed for uninterrupted long-form narratives.

⚡ All-in-One Hero Field: Powered by the new Campaign Hero field, bringing background media, live progress bars, custom donation amounts, and recurring giving tabs together into a single cohesive block that can be dropped into any layout.

🎨 Automatic Theme Matching: The hero banner and donation widget automatically inherit your campaign theme’s button and accent colors, ensuring your entire presentation stays beautifully on-brand without touching a line of CSS.

Learn more here.

donation form Feature New

📝 Donation Form Block: Embed a Working Donation Form Anywhere

With the new Donation Form Block for Charitable Pro, you can drop a fully working donation form directly onto any page or post in the WordPress block editor. No redirects, no page reloads, and zero friction between reading your story and making a contribution.

📝 Drop Forms Anywhere: Place a working form directly onto your homepage, inside a story-driven blog post, on a dedicated landing page, or within a campaign announcement.

🎯 Dynamic Campaign Binding: Easily choose a specific campaign from the block sidebar or set it to automatically bind to whichever campaign is currently being viewed.

📐 Full vs. Minimal Form Views: Switch between a full layout or a compact minimal view to perfectly fit sidebars, narrow columns, or wide landing pages.

🎨 Scoped No-Code Styling: Customize typography, container spacing, border radius, amount buttons, and accent colors independently for every form instance without touching a line of CSS.

Learn more here.

ambassadors New

👤 Creator Profiles: Put a Face to Every Peer-to-Peer Campaign

Ambassadors 3.3.0 now provies Creator Profiles — giving your supporters a permanent, shareable public home that turns one-time fundraisers into ongoing relationships.

👤 Public Creator Pages: Give every fundraiser an instant, clean landing page at /creator/their-name/ to showcase their custom avatar, bio, and a browsable grid of their campaigns.

📊 Proof of Impact: Boost donor trust by displaying site-wide milestones on the profile—like total funds raised and total donor counts.

💳 Interactive Hover Cards: When donors hover over a creator’s name on a campaign page, a compact card expands with their bio and social handles right at the moment of decision.

📍 Responsible Location Sharing: Allow creators to safely show local supporters where they are based using only city, state, and country details.

🛠️ Self-Serve Customization: Fundraisers can update their own profiles and link up to six social networks directly from the My Campaigns hub, saving you admin time.

Ready to empower your advocates? Update to Ambassadors 3.3.0 and turn on “Enable Public Creator Page” today!

Improvement Payments

📱 Turn Mobile Scrollers Into Donors: Meet Charitable’s Mollie Upgrade

Losing mobile supporters because they hate typing out long card numbers on their phones? Charitable’s updated Mollie integration features:

⚡ One-Tap Wallet Checkout: Enable donors to complete their gifts instantly using Apple Pay or Google Pay with a simple face scan, fingerprint, or tap.

💰 No Extra PCI Burden: Skip complex domain verification and security compliance since all wallet transactions run safely through Mollie’s hosted checkout.

🛠️ Custom Cancel Routing: Keep the experience predictable by automatically sending donors who back out to your cancellation page, or use developer filters to route them to a custom page.

Visit this page to learn more.

ambassadors improved New

Moderation and Directory Screens In Ambassadors 3.0

Ambassadors 3.0 has new features: moderation and directory screens… now easily see those who are earning donations on your peer to peer network – including campaign creators that might need to be verified – all in one place. Generate reports, email ambassadors and campaign creators directly and more.

🚀 See when campaign creators and ambassadors have updated their campaigns, what donors/donation they have brought in and more.

🎉 Manually add ambassadors and campaign creators, and approve them in one-click!

Visit this page to learn more.

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