This article will help admins troubleshoot questions that come in from their donors
If one of your donors sends in an email or call you asking for help with an issue they’re having while trying to make a donation, we recommend that you ask them the following questions. In our experience, walking through these questions with a donor will resolve the issue more than 90% of the time (often by identifying user error). If they continue to have difficulty, sending their responses to each of the below questions to support@givecampus.com will enable the GiveCampus support team to provide the most efficient and effective assistance possible.
1. Where exactly in the process of making your gift are you experiencing difficulty?
2. Are you receiving an error message? If so, what does it say?
3. If you try again, does the same thing happen?
4. Have you entered all of the required fields on the giving form, including checking the box to accept the terms of service?
5. What kind of device are you using (desktop/laptop vs. tablet vs. phone, PC vs. Mac, Apple vs. Android, etc.)?
6. Which web browser are you using and which version of that web browser?
7. What happens if you try from a different web browser? What happens if you try from a private or incognito browser window?
8. Are you at work or using a machine with highly restrictive security settings? (e.g., a firewall)
9. Can you send us a screenshot(s) of what you are seeing?