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How to fix donation processing issues
How to fix donation processing issues

How to resolve donation processing issues caused by browser errors using a hard refresh and other troubleshooting steps.

Updated over 3 weeks ago

If you’re seeing an error message like “Sorry, we cannot process your donation at the moment”, a hard refresh of your browser can often resolve this issue.
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A hard refresh clears your browser’s cache for the specific page, ensuring you’re loading the latest version without outdated data. This can help fix errors caused by cached content or invisible security checks.

Follow the steps below to perform a hard refresh depending on your browser and operating system:


Performing a hard refresh

  • Mobile:

    • Open the menu (three dots) and select Request desktop site. Switch back to mobile view to update the cache. (screenshots are below)

    • If this doesn’t work, clear cookies and site data for the page.

Chrome

  • Windows/Linux:

    • Hold down Ctrl and click the Reload button.

    • Or, press Ctrl + F5.

  • Mac:

    • Hold down ⌘ Cmd + ⇧ Shift and press R.

    • Or, hold ⇧ Shift and click the Reload button.

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Firefox

  • Windows/Linux:

    • Hold down Ctrl + ⇧ Shift and press R.

    • Or, press Ctrl + F5.

  • Mac:

    • Hold down ⌘ Cmd + ⇧ Shift and press R.

    • Or, hold ⇧ Shift and click the Reload button.

Image

Safari

  • Mac:

    • Hold down Option + ⌘ Cmd and press the E key.

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Microsoft edge

  • Hold down Ctrl and click the Refresh button.

  • Or, press Ctrl + F5.

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Brave

  • Desktop:

    • Hold Shift and click the Reload button.

    • Or, press Ctrl + ⇧ Shift + R (Windows/Linux) or ⌘ Cmd + ⇧ Shift + R (Mac).

What is browser cache?

Your browser cache stores temporary website data to speed up loading times. However, cached files can sometimes cause problems, such as loading outdated content or interfering with page functionality. A hard refresh ensures you’re viewing the most up-to-date version of the page.

If the hard refresh doesn’t work

If you’re still unable to process your donation after a hard refresh:

  1. Clear your browser cache completely through your browser settings.

  2. Try switching to a different browser or device.

  3. Disable any VPN or browser extensions temporarily.

  4. Contact your bank to ensure there are no restrictions on online or international transactions.

By following these steps, you can troubleshoot donation processing issues and ensure your transaction is successful.

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