diagnose Trustly donation failure
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	MBeat33
	Wed, Apr 8, 6:05 PM

Description

The donor in Zendesk 1856366 has failed donations by card and Trustly. They sent us a pdf of screenshots of each step of their failed Trustly donation (visible in ZD but not here for PII reasons), yet the cause remains unclear. Can we determine why this donation failed?

At Trustly, external ref 245877614.1 / ref # 1QN9gGMweX7CZu7p0OvVDc shows the following:

Screenshot 2026-04-08 at 12.34.21 PM.png (1×1 px, 257 KB)

The donor thinks the donation fails when they specify their name (though their screenshots don't show this).

Is it possible that script blockers or security software could be causing this donation to fail?

Is there anything in the Civi logs for 245877614.1 ?

Details

Other Assignee: jgleeson

Event Timeline

MBeat33 created this task.Wed, Apr 8, 6:05 PM

Restricted Application added a subscriber: Aklapper. · View Herald TranscriptWed, Apr 8, 6:05 PM

MBeat33 edited subscribers, added: EBrill-WMF; removed: MBeat33.Wed, Apr 8, 6:35 PM

MBeat33 subscribed.

Unfortunately, there's nothing useful in the logs on this one @MBeat33

Gravy sent us the following notifications which don't help much:

Mar 31 17:54:43 frpig1002 SmashPig-Gravy: SPCID-2013035839 | (RawData) 
{
  "type": "event",
  "name": "transaction.authentication-pending",
  "id": "97b900bd-6379-4d2e-9ce4-d70b496ce48e",
  "created_at": "2026-03-31T17:54:43.369702+00:00",
  "target": {
    "type": "transaction",
    "id": "2ed55e05-604e-479b-b5ed-2562525d22c0",
    "external_identifier": "245877614.1",
    "payment_service_transaction_id": "1QN9gGMweX7CZu7p0OvVDc",
    "status": "buyer_approval_pending",
    "has_gift_card_redemptions": false,
    "pending_review": false,
    "amount": 310,
    "authorized_amount": 0,
    "captured_amount": 0,
    "refunded_amount": 0,
    "currency": "USD",
    "metadata": null,
    "created_at": "2026-03-31T17:54:43.182147+00:00",
    "updated_at": "2026-03-31T17:54:43.335322+00:00",
    "payment_method": {
      "id": null,
      "method": "trustly"
    },
    "payment_link_id": null,
    "error_code": null,
    "iso_response_code": null,
    "payment_source": "recurring",
    "merchant_initiated": false,
    "is_subsequent_payment": false
  },
  "merchant_account_id": "default",
  "gr4vy_id": "wikimedia",
  "environment": "production"
}

And then ~7 minutes later

Mar 31 18:01:54 frpig1002 SmashPig-Gravy: SPCID-0781968875 | (RawData)
{
  "type": "event",
  "name": "transaction.failed",
  "id": "ae25bf68-2907-4c42-a583-9dfc13af9bb9",
  "created_at": "2026-03-31T18:01:54.120544+00:00",
  "target": {
    "type": "transaction",
    "id": "2ed55e05-604e-479b-b5ed-2562525d22c0",
    "external_identifier": "245877614.1",
    "payment_service_transaction_id": null,
    "status": "authorization_failed",
    "has_gift_card_redemptions": false,
    "pending_review": false,
    "amount": 310,
    "authorized_amount": 0,
    "captured_amount": 0,
    "refunded_amount": 0,
    "currency": "USD",
    "metadata": null,
    "created_at": "2026-03-31T17:54:43.182147+00:00",
    "updated_at": "2026-03-31T18:01:54.083806+00:00",
    "payment_method": {
      "id": "befbddd4-4f63-4432-b468-2953af49e6aa",
      "method": "trustly"
    },
    "payment_link_id": null,
    "error_code": "unknown_error",
    "iso_response_code": null,
    "payment_source": "recurring",
    "merchant_initiated": false,
    "is_subsequent_payment": false
  },
  "merchant_account_id": "default",
  "gr4vy_id": "wikimedia",
  "environment": "production"
}

Thank you for looking into this @jgleeson. Their card attempts at Adyen are showing the error Revocation Of Auth (Revocation of authorization for recurring or installments) so I added the card to the trust list, maybe that will help them donate via that method.

Closing this, but if we get confirmation of something buggy from the donor may reopen.

jgleeson updated Other Assignee, added: jgleeson.Thu, Apr 9, 1:34 PM

jgleeson added a project: Fundraising Tech - Chaos Crew.

	F75342014: Screenshot 2026-04-08 at 12.34.28 PM.png
	Wed, Apr 8, 6:05 PM

	F75342015: Screenshot 2026-04-08 at 12.34.21 PM.png
	Wed, Apr 8, 6:05 PM

diagnose Trustly donation failureClosed, ResolvedPublicActions

Description

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diagnose Trustly donation failure
Closed, ResolvedPublic
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