When Donation Receipt Emails Are Sent
The donation receipt (the Payment Success triggered message) sends
when a payment is marked successful in WeGive — not when the donor
submits it. Exactly when that happens depends on the payment method.
Card payments
Card payments are confirmed almost immediately by the card network, so
the receipt email typically arrives within minutes of the donor
completing the checkout form.
Bank (ACH) payments
Bank transfers take longer. When a donor gives via ACH, the payment is
submitted to the bank but is not marked successful until the bank
transfer fully settles. Settlement timing varies by bank and can take
several business days.
Because of this, an ACH donor will always see a longer gap between when
they submitted their gift and when they receive their receipt email
compared to a card donor. This is expected behavior and does not mean
the email is missing.
The “Payment Processing” acknowledgment
To fill that gap for bank donors, WeGive can send a separate Payment
Processing triggered message as soon as the gift is submitted. This is
not a receipt — it is an acknowledgment that the gift is being processed
and the donor will receive a confirmation once it clears.
If your organization does not already have a live Payment Processing
triggered message, you can create one under Communications → Triggered
Messages. We recommend it for any organization that accepts ACH/bank
donations so donors are not left wondering whether their gift went
through.
Summary
If a donor reports a missing receipt
- Check the transaction status. If it still shows “Processing,” the
receipt has not been sent yet — it will send once the payment settles.
- Confirm a live Payment Success triggered message exists.
Go to Communications → Triggered Messages and verify there is a
message assigned to the Payment Success event and that it is toggled on.
- Check the donor’s email. Confirm the donor’s email address on file
is correct and ask them to check spam/junk folders.
Last modified on October 15, 2026