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, your Stripe connected account may need attention. Go to Settings → Payouts in your dashboard. If you see a warning, click through to your Stripe Express dashboard and complete any outstanding verification steps.
Payouts not arriving
First, check your payout schedule in Stripe Express — payouts may simply not be due yet. If a payout is overdue, check whether Stripe has flagged your account for additional review. Stripe sends emails to your registered address when action is needed. Contact Stripe support directly for account-level issues; contact Kayana Aid support if you believe a technical error on our platform caused the delay.
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Last updated July 2026 · Kayana Aid Support Team