CRITICAL - General System Failure!

How was the festival set up in Altru? Do you use BBMS for credit transactions? I can tell you we have done some refunds in that past two days for daily admission progs and had no issues. I know there are folks on here that are trying to do partial refunds on event packages and Altru will not let you do that.


Also, I just want to say I feel for you, there is a lot being effected by this virus and we are all dealing with some kind of fallout!

Why has there been no communication from Blackbaud about this issue? Our team reported it on Saturday. They said it was resolved several times, including this morning, when it has not. We literally received a message from a support rep saying it was resolved while another person was on the phone with Blackbaud saying it was not working.


I've looked at the maintenance page several times, including now, and it still says it is operational. 


I get that we are in a very not-normal situation in the whole world, but this is a critical failure and Blackbaud should be on top of it. Especially when there is now word that any refunds that got the error are now in limbo, and can't be refunded again. Why are we being advised to process more refunds when the same thing will happen? The lack of any communication is very upsetting.

Yes, we have a case with support. What I am talking about is a complete lack of communication from Blackbaud about a major issue - just leaving it to each organization to discover the issue themselves and cause more disruption!


And as I just said, it was reported in our case that it was resolved, and it is not.

Now we have been told the following:

"The latest update: We are actively investigating an issue related to issuing refunds after 3/14/2020.


We ask that users withhold further attempts at refunds until after this issue has been resolved.


Please advise donors that refunds will be able to be processed as soon as the issue is resolved"


So again, where is Blackbaud in notifying customers that there is an issue, instead of letting each of us sign in and deal with this frustration and cause worse problems until this is fixed?! And the maintenance page still says everything is fine. 

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Thank you Ray. They should be in touch with one of the people on the case. 


I hope you understand that I understand things are not running as usual now. It's just that in four days of an issue, Blackbaud has not reached out to clients and is telling others that all is fine. That's what is so upsetting.

I've started getting the error message again when trying to refund to credit cards. Please fix as I'm sure many of us are in the process of refunding patrons.

Carol Radel:

Ellyn, did you contact Support? There may not be anyone monitoring the Community with all that's going on.

Hi Carol Radel ‍- Your Blackbaud Community Managers are here as they always are.  Support does not regularly monitor the Blackbaud Community as it is specifically set up as a peer-to-peer question and answer forum.  If you have a need with support - ie: you're having a system failure or an issue with a product, you need to get in touch with support and establish a case.


Support can be contacted at https://www.blackbaud.com/training-support/support and there is a link to Support at the bottom of every page here in the Blackbaud Community.


Again, I stress that if you want an efficient, timely response from Customer Support - please contact them and start a case (or check in on your existing case number).


 

Thanks, Carol and Ray. They are working on it.