GiveWP Icon Just Spinning / Loading after Donation

Hi @beautifybalham,

What you describe seems like a typical cashew (caching issue) as we call them.

Since you’re on WP Engine then this is most likely the case. WP Engine has a very powerful server cache that causes these types of problems.

If you ever want to use Classic and Multi-step form templates, you need to exclude any asset loaded by GiveWP from the cache.

Caching is handled differently on various sites and web hosts, and most of them allow for excluding specific URLs or parts of URLs from caching. At the very least, you should exclude the following slugs from caching:
/donations/
/donation-confirmation/
/donor-dashboard/

Also, the following query strings:
give-embed=donor-dashboard
giveDonationFormInIframe=1

Your WP Engine support can help with that. Some of them may require what’s called a “wildcard” like /donations/* to capture all subdirectories under the /donations/ folder.

You can also temporarily disable caching on the site to confirm that the uncached site isn’t showing the problem.

While fine-tuning cache falls outside the scope of the support we’re able to provide, your success with online donations is our number one priority, and we’re happy to provide any tips.

Hi @mrdaro ,

Thank you for your quick response!
I implemented the cache exclusions with WP engine support based on your guidance, and am pleased to say that the donation went through PayPal without issue! Thank you so much!

However, although PayPal worked fine, the Credit Card attempt was less successful.
Sadly, when going through the same process via Credit Card the following message is shown with a spinning wheel in front a dark grey frame:
“Donation Processing…
Checking donation status with PayPal.
This will only take a second!”

No updates are given, but scrolling to the top of the form underneath the dark grey frame shows the message:
“The request was refused”.

I’m working to the assumption that I may have entered my credit card details incorrectly (and asking others to test accordingly – this will be a bigger issue if this is not the case), but wanted to ask if there is any reason why the ‘Donation Processing…’ message stayed up for so long if the request was refused, and why the ‘Donation Failed’ page didn’t load?

Thank you again for all your help!

Anytime there’s a payment error in the front-end, there’s a more detailed message in the back-end under Donations -> Tools -> Logs.
Click the eye icon next to any recent error message and copy/paste the full error message in your next reply.

This will give us more context about the problem.

The time a donation takes to process really depends on the payment processor. GiveWP sends all the payment information to the gateway (Paypal) and has to wait for the gateway to process the information and send a notification back to your site.

The Donation Failed page only loads with the Legacy template. The Multi-step form template that you are using will display errors right on the form itself.

Hi there,

Just checking in on this issue. Do you still need assistance here?

If you still need help, reply and we’ll make sure everything is handled.

Hello @mrdaro ,

Thank you for your patience and for your help.
From further testing we’ve found donations working OK.
I couldn’t see any errors in the logs sadly (Donations -> Tools -> Logs), so no record of the eternal spinning window or the message I saw.
However, we have fingers crossed that all is working as it should be based on recent tests

Thank you again for your help!

I’ve followed the steps above to add exlusions to WPEngine, to no avail. Any other recommendations? Thanks.

I have the same issue when paying through the credit card

button text is changed to Please wait and the the following message is displayed next to the form

“Donation Processing…
Checking donation status with PayPal.
This will only take a second!”

Please help me resolve the issue.

Thanks

Veena