fee recovery showing as 0

Hi @rubya,
Glad you reached out. I’ll need a little more information to get started here. First, send along your system information. You can do this by navigating to Donations > Tools > System Info (tab) and click the button to “Get System Report” and copy/paste that in your reply here.

That should give me some context to get started. Let me know if you have any questions in the meantime!

Hi @stephanieliy please see below

WordPress Environment

Home URL: https://arisefoundation.org.au
Site URL: https://arisefoundation.org.au
WP Version: 6.1.1
WP Multisite: –
WP Memory Limit: 768 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US
Permalink Structure: /%postname%/
Show on Front: page
Page on Front: Arise 3 Homepage (#317)
Page for Posts: Unset
Table Prefix Length: wpis_
Table Prefix Length: 5
Table Prefix Status: Acceptable
Admin AJAX: Accessible
Registered Post Statuses: publish, future, draft, pending, private, trash, auto-draft, inherit, request-pending, request-confirmed, request-failed, request-completed, refunded, failed, revoked, cancelled, abandoned, processing, preapproval, give_subscription

Server Environment

Hosting Provider: DBH: 127.0.0.1, SRV: arisefoundation.org.au
TLS Connection: Connection uses TLS 1.3
TLS Connection: Probably Okay
Server Info: Apache
PHP Version: 7.4.33
PHP Post Max Size: 256 MB
PHP Time Limit: 120
PHP Max Input Vars: 3000
PHP Max Upload Size: 256 MB
cURL Version: 7.85.0, OpenSSL/3.0.8
SUHOSIN Installed: –
MySQL Version: 5.7.39
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
gzip: ?
GD Graphics Library: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

GiveWP Configuration

GiveWP Version: 2.25.0
GiveWP Cache: Enabled
Database Updates: All DB Updates Completed.
Database Updates: All Database Migrations Completed.
Database Tables: ? wpis_give_donors? wpis_give_donormeta? wpis_give_comments? wpis_give_commentmeta? wpis_give_sessions? wpis_give_formmeta? wpis_give_sequential_ordering? wpis_give_donationmeta? wpis_give_revenue? wpis_give_migrations? wpis_give_log
GiveWP Cache: Enabled
GiveWP Cache: ?New Donation?Donation Receipt?Donation Processing Receipt?New Offline Donation?Offline Donation Instructions?New User Registration?User Registration Information?Donation Note?Email access?Renewal Receipt Email?Renewal Receipt Email?Subscription Cancelled Email?Subscription Cancelled Email?Subscription Completed Email?Subscription Reminder Email?Subscriptions Email Access?Subscription Payment Failed Email
Upgraded From: 2.23.1
Test Mode: Disabled
Currency Code: AUD
Currency Position: Before
Decimal Separator: .
Thousands Separator: ,
Success Page: https://arisefoundation.org.au/donation-confirmation/
Failure Page: https://arisefoundation.org.au/donation-failed/
Donation History Page: https://arisefoundation.org.au/donor-dashboard/
GiveWP Forms Slug: /donations/
Enabled Payment Gateways: PayPal Donations
Default Payment Gateway: PayPal Donations
PayPal IPN Notifications: N/A
Donor Email Access: Enabled
Stripe Webhook Notifications: N/A

Active GiveWP Add-ons

Give - Fee Recovery: ? Unlicensed – by GiveWP – 1.9.0
Give - Form Field Manager: ? Unlicensed – by GiveWP – 1.6.0
Give - PayPal Pro Gateway: Free addon – by GiveWP – 1.3.0
Give - PDF Receipts: ? Unlicensed – by GiveWP – 2.3.11
Give - Recurring Donations: ? Unlicensed – by GiveWP – 1.12.2

Other Active Plugins

All-in-One WP Migration: by ServMask – 7.67
Aspen Grove Studios & Divi Space Helper: by Aspen Grove Studios – 1.0.9
Better Search Replace: by Delicious Brains – 1.4.1
Bloom: by Elegant Themes – 1.3.12
Divi Den Pro DM: by Divi Den – 5.1.9
Divi Supreme Pro: by Divi Supreme – 4.6.67
Divi Switch: by Divi Space – 4.0.11
Maintenance: by WebFactory Ltd – 4.06
SiteGround Optimizer: by SiteGround – 7.3.1
SiteGround Security: by SiteGround – 1.4.1
WP Coupons and Deals: by WP Coupons and Deals – 3.1.14
WP Mail SMTP: by WPForms – 3.6.1

Inactive Plugins

Akismet Anti-Spam: by Automattic – 5.0.1
Classic Editor: by WordPress Contributors – 1.6.2
Contact Form 7: by Takayuki Miyoshi – 5.6.4
Elementor: by Elementor.com – 3.8.1
Elementor Pro: by Elementor.com – 3.2.2
Hello Dolly: by Matt Mullenweg – 1.7.2
Jetpack: by Automattic – 11.5.1
MOJO Marketplace: by Mike Hansen – 1.5.8
OptinMonster: by OptinMonster Popup Builder Team – 2.11.0
Really Simple SSL: by Really Simple Plugins – 6.0.9
Smart Slider 3: by Nextend – 3.5.1.12
WPForms Lite: by WPForms – 1.7.8

Active MU Plugins

Aspen Grove Studios & Divi Space Helper Legacy Support: by –

Theme

Name: Divi
Version: 4.10.8
Author URL: https://www.elegantthemes.com
Child Theme: No – If you're modifying GiveWP on a parent theme you didn't build personally, then we recommend using a child theme. See: How to Create a Child Theme

Hi @rubya,
Thanks for sending along that information, it was helpful. There are a couple of spots we are going to start with:

First, Divi’s “Defer jQuery And jQuery Migrate” and “Smooth Scrolling” options can break the Multi-Step and Classic Form templates and throw the “jqueryParams is not defined” error in the console (which I see when I take a look at your site): https://imgur.com/zZXuMGT

Let’s start by disabling those options and see if that helps clear things up. In case you find it helpful, my colleague created a fantastic screencast for how to do that: https://somup.com/c3jw0zUopx.

I also see caching on your site, which can be a factor here. I’ll share GiveWP’s best recommendations for dealing with cache, and while you are giving that a look keep an eye out for asyn and defer as options. The settings for these two are often found in the same places as caching and cause the same types of issues:

The fix here is a bit technical, so I’ll include as much detail as possible here, but you may need to reach out to your web developer or web support person to implement the recommendations I’ll be talking about below.

Your issue here is caused by some caching happening somewhere in the process. If you’re not familiar with caching, it’s a method of saving server resources by storing copies of a page or site, so that the next visitor’s visit doesn’t trigger a call to the server at all, they just get the copy that was saved. Basically instead of the site needing to recreate the page from scratch, it sends up a copy which allows it to load faster.

We put together this deep dive into what caching is and how it can cause problems: https://givewp.com/documentation/resources/caching/

Caching works really well for speeding up sites, but when a saved copy of the site has sensitive information in it (like donor info) it’s important that GiveWP not share that with the next visitor. If GiveWP is not convinced that the browser requesting the data is the correct one, it defaults to not showing the data.

Caching is handled differently on various sites and web hosts. This could mean a caching plugin, or caching could be in a security solution. Hosting providers also have settings for caching at the server level, and they can help make adjustments for you there. Most caching solutions have a setting or section for excluding specific URLs or parts of URLs (called “slugs”) from caching. At the very least, you should exclude the following slugs from caching:

/donations/
/donation-confirmation/
/donor-dashboard/
*any page with a donation form on it

Also, the following query strings (if your caching solution has a setting for them):
give-embed=donor-dashboard
giveDonationFormInIframe=1

Your host or the caching plugin/solution you are using can help with that. Some of them may require what’s called a “wildcard” like /donations/* to capture all subdirectories under the /donations/ folder.

Some folks prefer to customize the URLs to their site pages, so you may find that your URLs don’t have the slugs mentioned above, even though they contain the same content. In cases like those, we recommend whitelisting the page, not just the slug, that way the pages with those essential pieces of information are still excluded from caching. This is especially important for URLs of pages with donation forms on them.

One helpful tip: Check in with your hosting provider. Most hosts have caching at the server level, and they will be able to adjust this for you. You can also temporarily disable caching on the site to confirm that the uncached site isn’t showing the problem.

While fine-tuning cache falls outside the scope of the support we’re able to provide, your success with online donations is our number one priority, and we’re happy to provide any tips.

I know this was quite a bit of information to share. If you have any questions about this, or if the issue continues once you’ve addressed this, let me know, I’m happy to hop back in and help.

Hi @rubya,
It’s been a bit since we’ve heard back and I know troubleshooting can take a little extra time. I’m marking this as resolved for now, but if you still have questions you can send them along right here and I’ll be happy to give things a look. Have a great day!

Hi Stephanie

Thank you for all the instructions. I’ve done it but unfortunately its still not working. I disabled Divi Divi’s “Defer jQuery And jQuery Migrate” and “Smooth Scrolling” and excluded the pages you listed as well as the ones with the forms from the cache. i also purged the Cache and disabled plugins. I tried changing the theme to Twenty Twenty-Three but that didnt work.

Any other ideas?