Overview

When someone tries to give online through SteepleMate and sees a message about a problem verifying their internet connection, it usually means their connection is coming through:

• A VPN (Virtual Private Network)

• Certain types of public Wi-Fi or “privacy” / “security” apps that hide or reroute traffic

For security reasons, SteepleMate does not allow donations to be submitted from connections it cannot fully verify. This is done to help protect churches and donors from online payment fraud and other misuse.

What Is a VPN?

A VPN (Virtual Private Network) is a service or app that routes your internet traffic through another server before it reaches the website you’re visiting. People often use VPNs to:

• Hide or change their apparent location (for example, appear as if they are in another city or country)

• Add an extra privacy layer when on public Wi-Fi

• Bypass local network restrictions

To SteepleMate (and to the payment processor), a VPN can make it appear as though the donation is coming from somewhere else or from a connection that can’t be trusted.

Why Does SteepleMate Block VPNs on Donation Pages?

SteepleMate blocks VPN and certain anonymized connections on giving pages to help protect churches and donors from:

1. Stolen card usage and card-testing

   Fraudsters often use VPNs to hide their identity when testing stolen credit or debit card numbers with small “donation” amounts.

2. Chargebacks and disputes

   When a stolen card is used, the real cardholder later disputes the charge. This can result in chargebacks, fees, and extra administrative work for the church.

3. Account takeover attempts

   Malicious users may try to log in or give using someone else’s account from a masked connection to avoid being traced.

4. Suspicious or mismatched locations

   A VPN can make it look like the same person is giving from multiple countries or locations in a short period of time, which is a common fraud pattern.

Because giving involves sensitive financial information, SteepleMate errs on the side of caution. If the system cannot confidently verify the type of connection, it will block the donation and display the internet-connection warning instead of allowing a risky transaction to go through.

What Should Donors Do If They See This Message?

If you see a message that says we’re having trouble verifying your internet connection, try the following steps:

1. Turn off your VPN or privacy app

   • Open your VPN or “secure browsing” app.

   • Disconnect or pause it.

   • Refresh the giving page and try your donation again.

2. Switch to a different connection

   • If you’re on public Wi-Fi (coffee shop, store, airport, etc.), try:

     • Switching to your home Wi-Fi, or

     • Turning off Wi-Fi and using your mobile data (LTE/5G).

   • If possible, use a private and trusted network when giving online.

3. Sign in to your SteepleMate account (if you have one)

   • Sometimes signing in helps confirm your identity and can reduce security friction.

   • Use the “Sign In” option on the page, then attempt the donation again.

4. Try again later or from a different device

   • In rare cases, your internet provider might temporarily look suspicious to our security tools. Trying again in a few minutes, or from a different location, can help.

5. Contact the church or SteepleMate support

   • If you’ve tried the steps above and still see the message, reach out using the contact information listed on the giving page.

   • Provide the date, time, and approximate amount you were trying to donate so support can investigate.
     
     

What Churches Can Tell Their Donors

When donors are confused by this message, churches can reassure them with language like:

“For your security and to protect our church from online fraud, our SteepleMate giving page does not accept donations from VPNs or some public Wi-Fi connections. If you see an error about your internet connection, please turn off your VPN or switch to a trusted home or mobile connection and try again. If you still have trouble, contact us and we’ll be glad to help.”

This helps donors understand:

• Nothing is “wrong” with them personally.

• The block is a security step to protect them and the church’s finances.

• There are simple steps they can take to complete their gift.