Web Widget Troubleshooting

This article has some suggestions to help solve problems getting web widgets working.

Donorfy displays very limited error information in the web widget - this is to avoid providing information to anyone trying to hack your web widgets - to find more information sign in to Donorfy and look at the Errors & Info tab on the Online Donations page under Financial

Only One Widget per Page 

You should setup your giving pages so you only have one widget on a page - if you have two widgets on the same page - even if one is hidden - the widgets will not work properly.

Are you using Squarespace?

There are some specific steps to getting a widget working in Squarespace see this article

Invalid Settings In Errors & Info 

If you see a message like

  • 'Invalid GoCardless Settings' or 'Invalid Stripe Settings', or 
  • The provided key 'sk_live_***********' does not have access to account 'acct_xxxxxxxxxx' (or that account does not exist). Application access may have been revoked

It means your Donorfy is not connected to Stripe or GoCardless or there is a problem with the connection and you need to disconnect from Stripe or GoCardless and re-connect

Wrong Page Displayed After Sign up

If after signing up for a direct debit your see the generic Donorfy error page at https://donorfy.com/payment-error - see end of this article for an example - it means there is a problem with the URLs in the web widget settings - see below - this might be, the URL

Stripe Publishable Keys and Test Card Numbers 

Web widgets cannot use test Stripe publishable keys - you must use your live publishable key in the widget set up - see example below

Then if you use a test Stripe card number - e.g. 4242424242424242

  • you will see an error logged similar to this 'No such token: tok_xxx; a similar object exists in test mode, but a live mode key was used to make this request.'
  • This message means your web widget is probably working but you will need to use a real card number to perform a full end to end test.
  • If you use a real card you can cancel the transaction in the Stripe dashboard if needed

Error when Donate button is pressed

If you get an error similar to 'There is a problem with your payment - Invalid widgetId'  or 'Invalid payment owner' then you need to check the widget Id in your hidden field

The Widget HTML code generated by Donorfy contains the widget Id in a hidden field - something like this - where the x's will be replaced with letters or numbers

<input type="hidden" id="WidgetId" value="xxxxxxx-xxxx-xxx-xxxx-xxxxxxxxxxxx" /> 

If the widget HTML on your web site the widget id is all zeros (e.g. <input type="hidden" id="WidgetId" value="00000000-0000-0000-0000-000000000000">) or missing you need to copy the HTML into your website 

If the HTML in the Donorfy settings has a widget id that is all zeros you should re-generate the widget HTML 

Your page should use https:// not http://

Your page should have an SSL certificate - i.e. its address should start https 

Other things to check

  • Check for Errors Logged to the Console of your Browser
    • Start your web browser, open the developer tools and display the console - go to the page containing your web widget and see if any errors are logged into the Console - errors can prevent the widget from initialising and then it will not work.
    • Often the errors relate to third party libraries - e.g. jQuery - you might need help from whoever looks after your website to resolve these.
  • Don't use iFrames with GoCardless - GoCardless web widgets cannot be contained in an iFrame
  • Don't have Stripe & GoCardless widgets on the same page 

Example of Generic Donorfy Error Page


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