Donation link not working when multiple people trying to use

Has anyone experienced trouble with a donation link not working when multiple people are trying to use it at the same time? We've had the issue a couple of times with one of our donation links after a newsletter has been sent out & then donors are trying to give at the same time.

Comments

  • Austen Brown
    Austen Brown Community All-Star
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    @Cathi Christopher - Is the donation form embedded on a website or are donors accessing the form through the URL link that BB provides?

  • @Austen Brown
    It's embedded in our website

  • Kathryn Hall
    Kathryn Hall Blackbaud Employee
    Tenth Anniversary Kudos 5 Name Dropper Participant

    Hi @Cathi Christopher - have you put in a case with Support? Donation forms are designed to support heavy simultaneous use, such as you would find on Giving Tuesday or at End-of-Year, so this is not normal behavior. If back-office folks are trying to enter multiple, simultaneous gifts via web donation forms (such as in a telethon) this can resemble fraudulent behavior; there are solutions you can put in place to ensure these transactions go through.

  • @Kathryn Hall Thank you, it was just donors responding to an email newsletter, so I don't think it would have been seen as fraudulent.

  • Kathryn Hall
    Kathryn Hall Blackbaud Employee
    Tenth Anniversary Kudos 5 Name Dropper Participant

    @Cathi Christopher - have you put in a case with Support? It really helps to establish patterns if they see multiple, similar issues. Not to mention they might have a solution ;-). If you're having trouble getting an existing support case addressed to your satisfaction, let me know.

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