There are two possible reasons why the donation was not matched.
Firstly, at the point of starting the donation, all of the available match funds may have been reserved for other donations. The donor would have been shown a message stating that there are no available match funds for their donation and asked them if they want to carry on and make an unmatched donation.
Secondly, we have a ‘reservation system’, which means that if there are funds available at the point when your donor begins their donation, these funds will be reserved for 30 minutes to give them time to make their donation. If the donation is not completed within 30 minutes, the match funds are released for other donors to access. There will be clear messaging at every stage of the donation process to notify donors if when their donation will or will not be doubled.
Big Give will match any unmatched donations at the end of the campaign if charities have any unused match funds.
Donors can also contact Big Give to request a refund so that they can try and make a matched donation, however, Big Give cannot guarantee match funds will be available if they try and make another donation.