Increased Issues with Applicants Trying to login and complete an application

Beth Broomall
Beth Broomall
Tenth Anniversary Kudos 3 Name Dropper Participant
in Blackbaud Grantmaking™ General Discussions

Is anyone else experiencing an increase in emails/calls from applicants complaining about logging into BBGM (legacy edition)? I have had two grantees contacting me about issues logging in. They are not getting password resets. When they do, I have one in particular that cannot access the application more than once. I do believe there is some operator error here, but it seems like I am getting contacts daily about this issue. Anyone else having problems?

I can't imagine what the new applicant experience is going to be like if I am having this many issues with the current system. It's very frustrating.

Comments

  • Nikki Pirain
    Nikki Pirain
    Ninth Anniversary Kudos 1 Name Dropper Facilitator 1

    @Beth Broomall YES! I've had more than my share of this happening. It's like BB has just decided that since the new system is sort of ready, they have stopped supporting the old one completely. It's VERY frustrated and makes our Foundation look dumb.

  • Beth Broomall
    Beth Broomall
    Tenth Anniversary Kudos 3 Name Dropper Participant

    @Nikki Pirain I agree. I have a .5" stack of emails from one (1) applicant complaining about her experience. I realize a lot of the issue in this case if operator error, but it is frustrating. I have grantees that have used this system for years and they are having issues logging in. I'm very frustrated.

  • Nikki Pirain
    Nikki Pirain
    Ninth Anniversary Kudos 1 Name Dropper Facilitator 1

    @Nikki Pirain i get emails daily of people that have started applications, are working on applications, etc. then log back in only to be told that their email address is no longer valid. After they used it the day before to access the system. Then they have to reset their password. It's beyond ridiculous!

  • Jen Hammerstrom
    Jen Hammerstrom
    Ninth Anniversary Kudos 2 Name Dropper Participant

    @Beth Broomall @Nikki Pirain It's been a nightmare for the last several months. I dread when reports come due because I know I am going to hear from folks having issues.

  • Beth Broomall
    Beth Broomall
    Tenth Anniversary Kudos 3 Name Dropper Participant

    @Nikki Pirain the issue I'm seeing is that they do not get the password reset. It's a mess. I am going to share with my one applicant the guide for clearing the cache. I am hoping this will help.

  • Beth Broomall
    Beth Broomall
    Tenth Anniversary Kudos 3 Name Dropper Participant

    @Jen Hammerstrom me too. In fact, I have had to resort to sending a pdf of our evaluation to grantees so they can complete the report. Once I get that, then I sometimes have to deal with the application side. It's crazy!

  • Paula Lentoni
    Paula Lentoni
    Tenth Anniversary Kudos 2 Name Dropper Participant

    @Beth Broomall- Yes, very frustrating for everyone involved!!!

  • Imogen Badrock
    Imogen Badrock
    Name Dropper First Anniversary Facilitator 1 September 2024 Monthly Challenge

    @Beth Broomall Yes this has been going on a while for us as well (initially thought it was to do with the global IT outage a couple of months ago), whenever I've escalated it I'm told it's to do with the user's network blocking their email and that they need to speak to their IT team (many small orgs don't have an IT team). I've been told that manually sending them the reset email from BBGM seems to work, is this the case with anyone else?

  • Wendy Rohrbach
    Wendy Rohrbach
    Sixth Anniversary Name Dropper Facilitator 1 December 2023 Challenge: Season of Giving

    @Beth Broomall Yes this has been going on quite a while and is incredibly frustrating for me and our grantees (lots of them…too many to count).

    I tell grantees to clear their browser cache/history for a period of “All Time”, shut down and re-open their browser and sometimes reboot their computer. Then try the reset password and if that still doesn't work, I reset the password on my end. I have this note on our login page:

    Note: Passwords are case-sensitive and must be at least 12 characters in length and contain at least three of the following character types: Lower case, Upper case, Numeric, Special.

    Once you click "Forgot Password", you will be prompted to enter your email address and you will receive an email from mail@grantapplication.com with a temporary password. If you haven't received the email within 5-10 minutes check your junk folder. It is a good idea to add "mail@grantapplication.com" to your safe sender list.

    I also offer to hop on zoom calls and have them share their screen, so that I can walk them through it. We shouldn't have to do this as we pay subscriptions for a product that should work.

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