Sometimes a donor’s payment for an event doesn’t automatically show up
linked to their registration — for example, if their card was declined and
they came back later and paid a different way instead of retrying on the
original registration page. When that happens, the payment is recorded
correctly, but it shows up as a general donation instead of being connected
to the event.
You can fix this yourself directly from your dashboard — no need to contact
support.
Relating an existing payment to a registration
- Go to the event and open the Registrations list.
- Find the donor’s registration and click to edit it.
- Scroll to the Payments section. If the payment isn’t linked yet,
you’ll see “No payments linked yet.”
- Click Add Payment.
- Search for the donor by name — this searches all of that donor’s
payments, including any that aren’t currently linked to anything.
- Select the correct payment and save.
Once saved, the payment is linked to the registration, the correct
reporting will reflect it right away, and the transaction is automatically
marked as non-tax-deductible (since it’s a ticket/registration payment, not
a straight donation).
If a donor’s card is declined during checkout, the best outcome is for
them to immediately try a different card on the same registration page —
that keeps everything linked automatically. This manual relate option is
for payments that already happened through some other path and need to be
connected after the fact.
If you can’t find the payment
Make sure you’re searching under the correct donor record — a payment made
under a slightly different name, email, or a duplicate donor record won’t
show up under the wrong one. If you’re using Managing Households,
check whether the payment was made by a different household member.