Knowledgebase

Give OUT Day: Top Support Questions for Give OUT Day

Last Updated: Apr 20, 2017 05:23AM EDT
Give OUT Day


Click & Pledge wishes you a most successful Give OUT Day! We have compiled our most frequently asked questions for you, some with links to support articles, to help your day run as smooth as possible.
 
1. How can I get support on Thursday, April 20, 2017?
You have 2 options:    
 
a. Live Support is offered on April 20 from 8 AM to 5 PM Eastern Time by telephone or through your computer. We highly recommend you join by computer if you are able to. This allows us to share computer screens so we can quickly answer your question.
 
Live support is a group meeting or call– everyone who joins or calls in will be placed in a queue and put on mute. You will be able to listen to the conversation until it is your turn to ask your question. If joining by computer there is a chat feature where you may type your question for assistance.

Join from PC, Mac, Linux, iOS or Android: https://clickandpledge.zoom.us/j/333763344

Or iPhone one-tap (US Toll):  +14086380968,333763344# or +16465588656,333763344#

Or Telephone:
    Dial: +1 408 638 0968 (US Toll) or +1 646 558 8656 (US Toll)
    Meeting ID: 333 763 344

b. Ticket Support
Enter a support ticket at http://help.clickandpledge.com/customer/portal/emails/new
and be sure to enter “Give Out” in subject line!


2. How long will it take before a donation appears on our site?
Within 10 minutes!  The website caches every ten minutes.

3. How to process a credit.
Click here for more information.

4. How and when will my organization receive our donations?
Credit card donations direct deposit in batch to your bank in 2 business days. So for those donations that occur on Give OUT Day, you should see those deposit into your bank account by Tuesday, April 25th. ACH (or eCheck) should deposit in about 5 business days. So those processed on Give OUT Day should deposit in your bank account by Friday, April 28th. These dates can vary a bit depending on when your bank posts deposits. Click here for more information on deposits and fees.
 
5. Instructions to Safely Process Multiple Credit Cards on One Computer on Your Giving Day.
If your organization has staff accepting donations either by phone, in person, or plan to have a public computer set up; please click through the following link to ensure your transactions can process.
Click here for more information.

6. How to manually process transactions using the Virtual Terminal.
Click here for more information.

7. How to allow transactions on a public computer.
Click here for more information.

8. How to login to Click & Pledge.
Click here for more information.

9. How to reset my password.
Click here for more information.

10. How to run a report to view my donors' contact information and transactions.
Click here for more information.

11. How to resend a receipt.
Click here for more information.

12. What if my donor's transaction declines?
Probably the easiest thing to do is to submit a support ticket (click here to submit ticket) with the full name of the donor, amount, and last 4 digits of the credit card for Click & Pledge to look up the reason for the decline. Other options are for the donor to contact their bank for the decline reason, or within your Click & Pledge account you can pull a report for declined transactions that will include the reason provided by the bank.
Click here for more information.

13. My Facebook share message is not updating. How can I have it show my new share message?
Facebook uses a technique called “caching,” a temporary storing of content, to make sure your site loads quickly. When you change your Facebook share message within the Give Big platform it can take some time for Facebook to start using the new message. To wipe out the previous message you will need to use a Facebook tool called the Open Graph Debugger. Here you insert your URL link to scrape the existing information.

You can access it here:
https://developers.facebook.com/tools/debug/og/object/#_=_
 
14. What if my donor received an unsupported browser message?
Click & Pledge takes internet security very seriously. For the safety our customers and your donors, Click & Pledge will only process transactions on Internet Browsers (i.e. Chrome, Firefox, Internet Explorer, etc.) we consider to be secure. Older browsers that are no longer supported by their companies often cannot handle newer encryption protocols and are therefore considered insecure.  If a donor receives an error message when making a donation that their internet browser is out-of-date, they should upgrade to the latest version. Browser upgrades are free and should be made to keep your personal and payment information safe.
support@clickandpledge.biz
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