When someone is unsure about donating online: what to say

Wonderful Team -

A friend wants to support your fundraiser, then pauses when the donation page asks them to choose their bank. That pause does not mean they doubt your cause. The payment route may simply be unfamiliar.

New research published by the Fundraising Regulator on 16 July 2026 found that 52% of UK adults felt comfortable with online fundraising platforms, three percentage points lower than in its previous survey. Comfort was 31% among people aged 65 and over, although 68% of adults felt comfortable sponsoring an individual. The study surveyed 3,018 adults in May 2026. Read the research.

For fundraisers, the lesson is simple: explain the journey, leave the decision with the donor and never make hesitation awkward.

Start by listening

Ask what feels unclear. They may want to know where the money goes, why there is no card option or whether their bank is supported. Answer that question only.

Do not turn reassurance into persuasion. The current Code of Fundraising Practice says regulated fundraising must be open, honest and respectful. It also says fundraisers must not apply undue pressure, make unreasonably persistent approaches or ignore a request to end an interaction. Those are sensible standards for any personal fundraiser to follow. See the Code’s behaviour standards.

Explain the payment in one sentence

Try this:

On Wonderful.org, you choose your bank and approve the donation in your own mobile banking app or online banking, then the money is transferred directly to the charity.

That is an instant bank payment, sometimes called Pay by Bank. The Financial Conduct Authority explains that a regulated payment initiation service lets someone pay directly from their bank account with their consent, instead of using a debit or credit card. Read the FCA explanation.

Wonderful.org does not deduct a platform or processing fee and does not ask the donor to add a tip. The donation goes directly to the charity’s bank account. See how Wonderful.org works.

Keep one qualification clear: not every bank or payment type is supported. If that matters, check the current supported-banks information rather than guessing.

Let the donor stay in control

Send the direct link to your Wonderful.org fundraising page and let the donor complete the journey on their own device. Never ask to see their banking password, security code or full login details, and do not offer to take over their phone.

The FCA advises people to check that a payment provider is authorised or registered and not to share banking security details when they are unsure who they are dealing with. Wonderful Payments Ltd is identified on Wonderful.org as an FCA-authorised payment institution, with firm reference number 964289.

Use the Donate button on the page. Do not improvise by asking someone to send money to your personal bank account. The Charity Commission and Fundraising Regulator advise public fundraisers to use a reputable platform or payment transfer system and to avoid personal accounts, which can create suspicion and possible tax complications. Read the public fundraising guidance.

Make “not today” easy

If someone does not want to use an online bank payment, accept that calmly. If their bank is not supported, they can contact the charity to ask whether it offers another donation route. They can also help by sharing your page or encouraging you.

After a donation, a simple thank-you is enough. Do not immediately add another request. The Fundraising Regulator’s new research found a clear association between positive fundraising experiences and willingness to support charities again. A respectful ending is part of that experience.

A ready-to-use explanation

Copy and adapt these two sentences:

Donations on Wonderful.org are approved securely in your own banking app or online banking and go directly to the charity. There is no platform or processing fee and no tip request, but please only donate if the payment route feels right for you.

Before your next share, add that explanation beneath your fundraising link. Then leave space for the person to decide.

Further reading

This article provides general information, not legal or financial advice. Payment availability and regulatory guidance can change, so check the linked sources if you are unsure.