Troubleshooting Stripe payments
Common Stripe issues and how to resolve them.
Donation declined by card issuer
Card declines are controlled by the donor's bank and Stripe's fraud detection — Kayana Aid cannot override them. Common reasons include: insufficient funds, the card not being set up for online transactions, fraud protection blocks, or incorrect card details entered.
Suggest the donor tries a different card or contacts their bank to authorise online charity donations.
Stripe account not connected or deactivated
If your donation page shows an error about payments being unavailable, open payment setup in Kayana Aid and complete the outstanding steps in Stripe's secure hosted flow. Kayana Aid uses Custom connected accounts, not the Stripe Express dashboard.
Payouts not arriving
A payout may still be waiting for the weekly run, its donation hold period, bank or identity verification, or a Trust & Safety review. Check payment setup in Kayana Aid for required actions, then contact Kayana Aid support if the expected weekly payout has not arrived.
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Last updated September 2026 · Kayana Aid Support Team