Hi @willcoupland,
Glad you reached out! The most common reason we see this error is because the statement descriptor needs adjusting.
You can double-check the Statement Descriptor at Donations > Settings > Payment Gateways > Stripe. The statement descriptor should be, at most, 22 characters long including spaces (in some cases the limit was 20 characters).
For Stripe and GiveWP to play nicely, statement descriptors are limited to 22 characters, cannot use the special characters <, >, ‘, or “, and must not consist solely of numbers.
In the interest of being especially thorough, you can also check the error logs at Donations > Tools > Logs and see if there are any Stripe related error logs that correspond to when those payments came in. Use the eyeball icon on the right-hand side of the log to see the detailed view, and copy/paste or screenshot the complete error log and send it along to me.
If the statement descriptor isn’t the culprit, those error logs will be our best bet to getting to the bottom of things.
Let me know if you have any questions in the meantime, I’m happy to help.
Hi @stephanieliy
Thank you for the help. This has now fixed the issue!
Hi @willcoupland,
Glad to hear you are all set! I’ll go ahead and mark this as resolved. If you have any other questions, you can create a new ticket here and we’ll be happy to give things a look. Have a great day!
