No worries. Thanks for the update and the fix, @Lars! 🙂

Agree with @MBeat33. Often donors who have made an unintended recurring donation don't actually want refunds and will say that explicitly so we wouldn't want it to be an automatic refund if it was unintended.

Just throwing in a newer example of an error code we're unable to locate at the PSP.

Just adding in another one that's come in Zendesk ticket #1872083 / CID 63574055 who noted "Hey, just got a quick question, i just donated to Wikipedia, never had an account I believe, and yet i have received an email with a donation receipt with my deadname on it, where does Wikipedia even pull that from may i ask? If it's PayPal or Google account, none of those have that name on them so im confused, the donation never stared a name will be shared. Even though little, im willing to help and donate something, but this did reach into my privacy quite a bit as I don't recall having an account, or at least, being logged in at the time of the donation even if i did.." Looks like they were affected by this too. We've corrected their name in Civi and sent them a correct receipt.

Just adding in a fresh example if it's helpful. Zendesk ticket #1868082 / CID 43973639 who donated today via Apple Pay only has a first name listed on their Civi record despite there being a first and last name for them attached to their donation at Gr4vy. I'm assuming it's the same scenario where the info we had existing at Civi was not updated to the information we now have associated with their new donation at Gr4vy.

Thank you, @Ejegg!

Gotcha. Thank you for sharing this context, @Ejegg! So it sounds like donations being in Gr4vy but not Adyen is expected as they just didn't get far enough in the process for the attempt to also be visible in Adyen.

Just adding three more examples of transactions at authenticating in Gr4vy and not findable in Adyen by email or reconciliation id:

Thank you @Lars and will do! :)

@Cstone - Yesterday I believe it did perform as I'd expect for me on mobile. With the exception of that error message I'm unclear on in Gr4vy. If WMF is already listed as a 'connected business' which it was on my first attempt via mobile yesterday I do recall it briefly taking me to Venmo to finalize as I'd expect.

Of course! Just did two tests.

Thanks @Cstone! :)

Gotcha. Thank you for looking into it, @Ejegg!

Awesome. Thank you, @Ejegg! We'll shout if we see any confusion or other reports about it.

Thank you for confirming that 7 day timeframe for the 2nd failure email deployment, @MSuijkerbuijk_WMF!

To confirm, it sounds like there is nothing we can do to improve this on our end? If so I'll let the team know. :0)

A few thoughts/suggestions from me:

1. If possible could we move cancel up to be the first item in the dropdown please? I don't see DR sending these failure emails out manually very often, but we use cancel hundreds of times a day.

2. I sent the 1st and 2nd failure emails to myself (my CID is 68209875). However, both are labeled as "First failure email" in Activities.

3. I could have sworn I saw a specific time when I first previewed the template for the 2nd failure email it said the date and specific time, but now it's not there? I thought it said something like the date and then 9:01 pm and was going to suggest we don't put a specific time. May have just imagined not sure lol.
4. Related I can see on the second failure email we are including a date. It looks like we don't include this on the first failure email. I wonder if the inclusion of a date has the possibility to cause donor confusion. I think (correct me if wrong 😉) the dates in Civi are specific to Civi and it's timezone which I believe is Hawaii time. If the date that will be generated operates as other things we normally see in Civi I think the date the donor sees on this email may be different than the date they typically see their monthly billing attempt on their end and may not be the same date as what Civi says it is and thus have the possibility to create confusion?

5. This one could just be me but the framing of "last payment" in the 2nd failure email stood out to me. It kind of made me think it's the final payment of a monthly donation. If this stands out to anyone else maybe we could consider something like "the most recent processing attempt" or the "most recent billing attempt".

6. In our standard fundraising emails in the footer the part that says "Please let us know it" has a mailto link to donate@ as shown in the screenshot below. Currently on both failure emails it also says the "Please let us know it" but there is no link provided.

Interesting thanks @Ejegg! Luckily we have a workaround for now. If we notice we can just use our standard decline messaging.

Awesome, thank you for the quick fix @Ejegg! :)

Have another one that I think may be the same issue. Donor in Zendesk #1829484/CID 47129803 attempted to donate a total of 3 times on 01/20 and 01/21. All three attempts are declined with the response "expired card". However, the expiration date provided for each of the transactions is a future date.

Thanks all! I see ^ we did updates in English. Assuming we may be planning to make similar changes in other languages? A French donor in ticket #1819462 / cid 60259866 received a failure email today for their monthly donation and I noticed it's signed Denise Andrews, etc. I feel the signee is less of a priority in changing in all the respective languages quickly as long as if they were an annual donor the copy refers to them as such and links them to the annual form. :)

Thanks so much for the info, @Damilare! I'll update our documentation.

Thanks @Cstone and sorry for the delayed reply!

Thanks for looking into it @AnnWF!

Thanks @jgleeson! I've let the donors know. :)

A signature of "Wikimedia Foundation Fundraising Team" works for me. I can see that's what we're using for a different auto-email.

Regarding your note above "if you have DR documentation about not changing paypal_ec recurring donations, you might want to update it as it is no longer possible to change paypal_ec recurring donations from the CiviCRM UI."

Hello! Just flagging that we've heard from a donor today who encountered this error. Donor in Zendesk ticket #1803291/cid 2063093 provided the screenshot below and reported "Hello, I received this error when I tried to donate in the iOS application. My credit card was charged, so I assume that it worked, just that the confirmation did not appear. I hope you got it!"

Just noting that we continue to hear from donors who are encountering this issue. Zendesk #1791904 / CID 29491420 shared the screenshot below on 12/08.

Hey team! Just flagging a new one that's come in. Ticket #1799595 / CID 10492758 came in an hour ago and donor reports not seeing the Venmo button on Safari. Here is what the donor shared:

Hey @jgleeson! Having trouble getting that file I previously attached to be visible. Trying again here.

^ Thanks all! Definitely seems to be low volume which is good. 🙂 Did want to just note that we've come across another example this week. Donor in #1784930 noted "Hope all is well. I'm reaching out because I wanted to get my donation matched by my employer. But when I clicked the Paypal button, the option for checking matches skipped and I wasn't able to complete it. How can I get this fixed?"

Hiya! We've had what appears to be our first donor report of this issue that just came in last night.

If it's helpful to note on Wednesday I cleared my cookies/data in Google Chrome (my primary browser) and have been unable to recreate this again.

Just an update here. It's still broken for me on Google Chrome. I was curious to retry all the browsers. Firefox still worked fine for me today at least the few times I tried.

This is the first comment like this I've seen regarding the employer matching field using the PP flow and then the other donor I mentioned who also recently had the concern about being unable to see the privacy blurb when going through the PayPal flow. However, since it takes you to PayPal so fast I'm not sure if possibly we also don't see more comments on it as donors may just not notice.

As requested by @Cstone here's that screenshot. :)

Interesting to note that the button does appear on Google Chrome if you use the back button.

Two more from today:

Interesting! Yeah I also can no longer recreate it @Ejegg which is not a bad thing lol. I just tried on my mac on both Chrome and Safari, iPad, and iPhone and can no longer recreate this issue so maybe it resolved itself? 😅

Hey y'all!

Just flagging a fresh example. Donor in #1768332 / CID 38486846 donated twice via Google Pay in the app by mistake. Donor notes "I have looked at my bank account and noticed that 2 payments for £15 have gone out. I only chose the 1 payment of £15. There was an issue with the page that was hanging/pending when I submitted it. I re-entered the amount which did the same thing again."

Just flagging one additional manually settled donation at Gr4vy yesterday not in Civi:

Two more manually settled donations that were settled at Gr4vy yesterday have not made it to Civi:

Adding one additional example that came in yesterday. Donor in 1758179 / CID 68824702 donated 3 times by mistake via Google Pay from the WP app. Donor notes "I didn't mean to make three different $5.35 donations on 10/19/2025. I only meant to make one. Please cancel and refund two of those donations ($10.70 total)."

Awesome, thank you @Cstone! All looks great and every 1 month/year works perfectly. Thank you! :0)