Web Form registration issues

Lori Matoba
Lori Matoba
Tenth Anniversary Kudos 1 Name Dropper Participant
in Blackbaud Altru® General Discussions

Is anyone else getting complaints from constituents on the process for registering and paying online? If you have a solution you can share, it would be helpful.

Main issues: long process, forgetting passwords, having to fill out form multiple times before it goes through

Any help would be appreciated!

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Comments

  • Lauren Hekelnkaemper
    Lauren Hekelnkaemper
    Third Anniversary Name Dropper Participant Facilitator 1

    @Lori Matoba We get this issue all the time. People often report that the forgot password process “goes in circles” and I have seen it once myself. The only thing that seems to help is to reset the password, then clear cache or login on a new browser or incognito window. However, sometimes the issue persists and the patron will have to wait 24 hours or call us and do the transaction over the phone instead of online.

    It is also sometimes user error and we advise that they copy and paste the new password instead of typing it in.

    Hope that helps!

  • Lori Matoba
    Lori Matoba
    Tenth Anniversary Kudos 1 Name Dropper Participant

    @Lauren Hekelnkaemper - Thank you!

  • Blake Brown
    Blake Brown
    Altru Fall 2025 Product Update Briefing Badge Name Dropper First Anniversary

    @Lori Matoba This has been an ongoing problem with Altru, and they still refuse to fix it. It is one of the most upvoted suggestions on the feature request, and still little improvements have been made.

  • Joe Killian
    Joe Killian
    Kudos 2 Second Anniversary Name Dropper Facilitator 1

    @Lori Matoba

    It's hugely frustrating as others have pointed out. One open issue we've encountered several times is that password reset will allow the new password to be similar to the old (EG changing from ‘Password123’ to ‘Password1234’), but logging in refuses to accept the similar password.

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