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Note: This documentation covers both the Free and Pro versions of FundCollector. FundCollector Pro requires the Free version to be installed and kept active at all times. Sections that apply only to Pro are marked with PRO.

Troubleshooting & Next Steps

This page collects the most common issues administrators run into with FundCollector and a short pre-launch checklist to review before going live with real donors.

PayPal Issues

• Donations not appearing in the Donations list: Check the PayPal webhook configuration. In the PayPal Developer Dashboard, verify that the webhook URL is exactly https://YOUR-DOMAIN/wp-admin/admin-post.php?action=fundcollector_paypal_webhook_rest and that the Webhook ID in FundCollector matches the webhook in the same PayPal app and mode.
• Webhook events are missing: Subscribe the webhook to CHECKOUT.ORDER.APPROVED, CHECKOUT.ORDER.COMPLETED, PAYMENT.CAPTURE.COMPLETED, PAYMENT.CAPTURE.DENIED, and PAYMENT.CAPTURE.PENDING. When PayPal recurring donations are enabled in Pro, also subscribe to BILLING.SUBSCRIPTION.ACTIVATED, BILLING.SUBSCRIPTION.CANCELLED, BILLING.SUBSCRIPTION.SUSPENDED, BILLING.SUBSCRIPTION.EXPIRED, BILLING.SUBSCRIPTION.UPDATED, and PAYMENT.SALE.COMPLETED.
• Payment fails at checkout: Verify currency compatibility with your PayPal account. See the Payment Methods guide for supported currencies.
• Test mode (Sandbox) not working: Confirm you are using Sandbox credentials (Client ID, Client Secret, and Webhook ID) in the Sandbox section, not Live credentials. Also confirm Sandbox mode is enabled in FundCollector.
• “This button is disabled” / SDK errors: Make sure JavaScript SDK v6 is enabled on your PayPal Developer app, and that your site uses HTTPS in production.

Mollie Issues PRO

• Payments not appearing: Mollie sends payment updates to FundCollector’s REST webhook at https://YOUR-DOMAIN/wp-json/fundcollector-pro/v1/mollie-webhook. FundCollector supplies this URL when it creates the payment; do not replace it with a manually configured dashboard webhook. Check the payment status and webhook delivery in your Mollie dashboard.
• Card form not loading: Confirm that Mollie payments are enabled in FundCollector → Settings → Mollie. If you use manual credentials, verify the API key for the active mode. A profile is selected automatically after Mollie Connect when available; with manual setup, check the Profile ID, which starts with pfl_.
• Test mode payments not working: If you use manual credentials, confirm the Test API key starts with test_ and that Test mode is enabled in FundCollector. Mollie Connect uses the connected account instead of manually copied API keys.
• Mollie Connect needs reconnection: Open FundCollector → Settings → Mollie and use Connect with Mollie to authorize the account again. FundCollector attempts to renew the connection automatically, but Mollie payments cannot work until a token that could not be renewed is reconnected.
• Recurring not available to donors: Verify that recurring payments are enabled both in your Mollie account and in FundCollector’s Mollie settings (Enable recurring donations checkbox).
• Subscription creation fails: Check your Mollie account verification status, as recurring payments require a verified Mollie account. The subscription webhook endpoint is https://YOUR-DOMAIN/wp-json/fundcollector-pro/v1/mollie-subscription-webhook; FundCollector sends it to Mollie when it creates the subscription, so it is not a dashboard webhook you need to register manually.
• Subscription status not updating: Review the corresponding Mollie payment or subscription in the Mollie dashboard, then check FundCollector logs. The REST payment and subscription endpoints process updates from Mollie automatically.

Recurring Donations PRO

• A Mollie recurring donation has no subscription after its first payment: Use Retry Subscription from the Donations list only for a completed Mollie recurring donation with a failed subscription creation. The action rechecks the original Mollie payment and tries to create the subscription again.
• A PayPal recurring donation failed: PayPal subscriptions cannot be retried server-side. Ask the donor to start a new recurring donation after the configuration or account issue is fixed.
• You need to stop a recurring donation: Cancel it from FundCollector → Recurring Donations. FundCollector sends the cancellation to PayPal or Mollie and records the result locally. Do not delete the local record to stop billing.
• Cancellation or retry did not complete: Check the gateway account and FundCollector → Settings → Logs. Retry is limited to eligible Mollie subscription-creation failures; a subscription that already exists cannot be retried. Include the subscription ID and relevant log entries when contacting support.

Logs and support information

• Where to find logs: Go to FundCollector → Settings → Logs. Filter or copy the entries around the failed payment, webhook, restore, or recurring action.
• What to provide to support: Include the WordPress, PHP, and FundCollector versions, the payment method, the gateway transaction or subscription ID when available, the time of the issue, and the relevant log entries. Do not share API secrets or full backup files in public channels.
• Viewer empty for INFO/DEBUG: Enable those levels, click Save changes, then click Refresh log.
• Share logs safely: Use Generate support access link (a 20-day token) instead of pasting secrets, then revoke it when support no longer needs access.

Email Issues

• Emails not arriving: Configure SMTP in FundCollector → Settings → Email. Many hosts do not support PHP’s native mail() function, and emails are silently dropped without SMTP.
• Emails land in spam: Use SMTP with proper SPF, DKIM and (ideally) DMARC records for your sending domain.
• Mollie receipts not sent: Verify that the Mollie email templates are enabled in the Email Notifications tab (Donor – Mollie Receipt and Admin – Mollie Notification).
• Test email works but real donation emails do not: Check that the email template for the specific payment method is Enabled, not just the SMTP configuration.

Donation Form Issues

• Form not displaying: Check the shortcode or block configuration and confirm that the selected donation form still exists.
• Styling broken: Clear the browser and WordPress cache.
• Spam submissions: Enable honeypot protection and Google reCAPTCHA in FundCollector → Settings → Security.

Reports Issues PRO

• PDF not generating: Check PHP memory limit (minimum 128 MB recommended). Contact your host if the limit is lower.
• Empty report: Verify the date range includes real donations, and check that your status / gateway / frequency filters are not excluding everything.
• CSV opens as a single column in Excel: See Reports → How to import CSV in Excel for the recommended import procedure.

Backup & Restore Issues PRO

• Backup fails: Check PHP memory limit and execution time. Backups always include the complete FundCollector data set and cannot be scoped down; the generated JSON.ZIP package must remain within the 50 MB limit.
• Restore fails: Ensure the zip file is a valid FundCollector backup (name starts with fundcollector-backup- and ends with .json.zip); check that the file size does not exceed 50 MB.
• Some records skipped after MERGE: That is normal. MERGE skips rows that already exist on the current site to avoid duplicates.

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Pre-launch checklist

Before switching from test/sandbox to live payments, go through this list.

1. Testing phase

2. Before going live

3. Launch & promote

4. Ongoing management

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Still stuck?

If none of the answers above help, visit fundcollector.net/support or contact us through the support form. When reporting an issue, please include:

• WordPress version, PHP version and FundCollector version
• The payment method involved
• A short description of what you expected vs. what happened
• Any error message you can see in the admin or in the browser console