Why do technical issues happen?
As with any software, StockCrowd's Campaigns are subject to external factors that may affect the performance of our online Campaigns.
We work hard to prevent them, but sometimes the specifications of the Donor's device, the browser used, or the internet connection can get in the way of receiving your donation.
The good news is that most of these issues can be fixed in less than 1 minute, with simple instructions that your Organisation can give to Donors that are having issues contributing to your cause.
⭐️ We know that you must act fast to assure a donation. This is a practical guide for your organisation to guarantee that every single donation intent comes through.
However, our team is prepared to look into any issues your Donors might be facing. Once you have helped the donor finish the donation, please send the relevant information to our Support team.
Troubleshooting in 1 minute
In case a Donor reports that can't complete a donation due to an issue with the Campaign page, please ask them to try the following:
1. Refresh (reload) the page and try again
Most issues are caused by a poor internet connection or intermittent connection issues that affect the loading of the page.
Refreshing the page would solve them in a few seconds, so it is always the first thing to try.
2. Use Chrome as an internet browser
There is a reason why Chrome is the favourite browser of most people. It is more reliable than other browsers, and 100% compatible with Stockcrowd.
Trying again using Chrome will assure that any browser incompatibilities are ruled out.
3. Use a Desktop device
Stockcrowd's Campaigns are mobile responsive. However, depending on the device and model used, the interface of the device might interfere with your Campaign's construction and design.
If a donor reports an issue donating to a Campaign while using a mobile device, repeating the process on a desktop device would guarantee that this donation comes through.
4. Use another credit card/payment method
If the issue is actually performing the payment, advising the donor to use another credit card or payment method can help you work around any bank issues from the donor's side (i.e. expired credit card, blocked operation etc).
⭐️ Remember that you can always check the reason for a failed payment intent in the account of the Payment Gateway you have enabled for the Campaign.
Contact Stockcrowd's Support team
If the Donor still can't finish the donation after following the instructions above, please report the issue to our Support team with as much information as possible.
It is important to understand at what stage the issue is happening. For example, if opening the donation box, adding the payment details, or completing the purchase.
❗️Please notice that our Support is limited to the Organisation, so we can't answer directly to donors.
To troubleshoot, we need information from the account, Campaign, and other details that only the Organisation has. So please make sure that the person that contacts Support has access to the StockCrowd app and permission to edit your Campaigns.
However, we will get to the bottom of the issue raised by your team, and help you solve it.
You can send us an email at [email protected], and our team will start an investigation to try to understand the issue reported by the donor and fix it asap.
We will review if the issue is:
Permanent: Affecting all donors, usually due to the configuration of your Campaign, or a technical issue on our side. Please inform us if this is the case.
Intermittent: Affecting only some donors, in specific situations. If this is the case, we must receive the following information:
Browser used: Chrome, Safari, Firefox, Edge.
Desktop or Mobile: PC, Tablet, phone.
The device used (especially for mobile devices): iPhone X, Samsung Galaxy 8, iPad 8.