Sometimes contribution attempts are unsuccessful. This can be due to a variety of factors, including restrictions placed on your transaction by your credit card company, PayPal, FirstGiving, or Indiegogo. When your contribution is successful, we will send an automatic email confirmation to the email you provided during the contribution process [Related Forum Article: How to Know if Your Contribution is Successful].
Common Contribution Errors and their Solutions
Update Your Internet Browser
If you are using an outdated version of your Internet browser (i.e. Internet Explorer, Google Chrome, Mozilla Firefox, Safari, Opera, etc), you may be experiencing a browser incompatibility. Please double check that your browser has been updated to its most recent version. We also suggest switching to a different browser (one that has also been updated to its most recent version) and trying your contribution again.
Our site is not optimized for Internet Explorer 8.0 or earlier, so we recommend switching to Mozilla Firefox or Google Chrome. You can download both browsers for free at the following links:
- Mozilla Firefox: http://www.mozilla.com/
- Google Chrome: http://www.google.com/chrome/
I Can't Find My Country
If you can't find your country in the Billing Country drop-down menu when trying to contribute via credit card to a campaign, your country may be one that we are currently unable to support. If you can't find your country in the drop-menu when trying to contribute via PayPal, your country may be one that PayPal is unable to support. For a list of PayPal-supported countries, please see: PayPal Worldwide
Campaign Owner May Not Have Set Up PayPal Correctly
If you contribute via PayPal unsuccessfully and receive the following error message: "Your payment can't be completed. Please return to the participating website and try again", it's possible that the campaign owner may not have set up their PayPal account correctly to receive funds. Please contact us so we can investigate the campaign further and contact the campaign owner if they still need to set up their PayPal.
PayPal implements certain limits on the amount of money that you can send. If you're paying as a guest in PayPal, you will not be able to contribute more than 500 (USD, EUR, GBP, or CAD). You will also only be able to use PayPal's guest checkout process up to 15 times with a total spending limit of 4,000. Once you reach PayPal's maximum, you will be prompted to upgrade to a full PayPal account.
If you're paying with your PayPal account and receive an error message after attempting to contribute claiming that you exceeded your spending limit, we recommend contacting PayPal Support directly.
PayPal cannot process contributions if the balance of the PayPal account is too low. The balance of the PayPal account must either be positive and cover the cost of contribution, or the PayPal account must be linked to a credit card that provides sufficient funds. Please note that if you link your PayPal account to a credit card, it may take several days for PayPal to confirm your credit card. Hence we recommend contributors contact PayPal directly on specifics regarding the wait time for this verification process.
Indiegogo Restrictions on Payment Type
At this time, if you'd like to contribute via direct credit card, we only accept contributions via Visa, MasterCard, and Discover. If you’re contributing to a campaign raising funds in USD, we also accept American Express. We do not accept pre-paid value cards.
The option to contribute with either credit card or PayPal is set by the campaign owner. If you cannot select a contribution method, it has probably been disabled.
If you would like a payment option that is not currently listed, we recommend getting in touch with the campaign owner directly. [Related Forum Article: Contact the Campaign Owner]
Apple Pay launched with support from credit and debit cards of American Express, Mastercard and Visa and the six biggest issuing banks in the US, including Wells Fargo, JPMorgan Chase, Bank of America, Capital One and Citigroup -- which covers most credit cards in the US.
Contributors from outside the US will only be able to contribute if they own a US-issued credit or debit card for now. Apple announced that support for international credit cards is planned for 2015.
Apple Pay is not available for campaigns raising funds through FirstGiving or Fractured Atlas.
Mobile Payments and PayPal
If you are contributing via PayPal on a mobile device, you will be brought to PayPal after clicking the button "Go to PayPal." If you are on the Indiegogo App (iOS or Android), you will leave the App and PayPal will open in your phone's browser. You will see a screen with an invoice number. To continue with your payment, either by logging into PayPal or entering your credit card information, you must zoom out and move the screen over to find the next payment steps and buttons.
Indiegogo is a U.S. based company. At this time we only host direct credit and debit transactions in U.S. dollars ($) and CAD ($). We do, however, support USD ($), CAD (C$), EUR (€) and GBP (£) transactions processed through PayPal.
Please note that refunds for fixed funding campaigns will be issued in full according to the current currency exchange rate, not the rate at the time the original contribution was made.
International Contributions To Verified U.S. Non-Profit Campaigns
Please note that our non-profit payments processor First Giving does not accept international debit cards.
If you make a contribution to a verified non-profit campaign on Indiegogo with your international credit card, all contributions are in U.S. Dollars. If you contribute using an international credit card that uses a different currency than US dollars, your credit card company will handle the currency conversion but might charge you a currency conversion fee. Please contact your credit card company directly for details on potential currency conversion fees.
Contribution Amount Restrictions
If you're paying as a guest in PayPal, you will not be able to contribute more than 500 (USD, EUR, GBP, or CAD).
If you're paying via a Verified PayPal account to a flexible funding campaign, you will not be able to contribute more than 50,000 (USD, EUR, GBP, or CAD) in a single transaction. If your PayPal account is Unverified, there's a limit on the total amount of money you can send from your account. To lift your sending limit, we recommend getting Verified.
If you're paying via direct credit card, you will not be able to contribute more than $50,000 in a single transaction. If you'd like to contribute more than $50,000, we recommend splitting your contribution up into multiple transactions (e.g. $80,000 can be split up into 2 transactions of $50,000 and $30,000 ). If you'd like to claim a perk that costs more than $50,000, please contact us.