A donor's payment failed, and they're having trouble retrying the transaction.

The first thing we'd recommend would be sending the bidder the instructions below:

"Head to https://betterworld.org/home/settings/cards and retry the charge manually there. You can use a new or an existing card, and you'll see if the charge was successful right there on the screen. Once you do that, the payment status will automatically update for you and for the nonprofit."

Hopefully, this resolves the issue. As a backup, you could always accept a check, or direct them to your donation page where they could just make a donation for the amount they won. Normally, this donation page can be found at [your-organization].betterworld.com/campaigns/donate (but you can find the exact link by logging into your dashboard.