If you're experiencing issues where donations are not visible on your Enthuse fundraising page, several factors could be contributing to this. This article provides troubleshooting steps and explanations for common scenarios related to donation visibility.
Overview of Donation Visibility Issues
Donations made to your Enthuse fundraising page may not immediately appear on the page for several reasons, including:
Offline versus online donations
Email filtering settings
Account login issues
Processing delays
Read on for detailed explanations and solutions for each scenario.
Resolving Specific Issues
1. Offline Versus Online Donations
Donations marked as offline will be reflected in the total amount raised but will not appear as individual entries on your fundraising page. This is a common reason why some donations may not be visible. If you've confirmed that donations were recorded as offline, no further action is required as this behaviour is expected.
2. Email Filtering Issues
If you’re not receiving donation confirmation emails or donations are not showing up as expected, it’s possible our emails were filtered to your spam or junk folder. Verify your email settings and ensure that emails from Enthuse are not flagged as spam. Taking these steps ensures you’re notified of donations and can track their updates easily. Additionally, consider scrolling through your email folders or using the search function to locate emails from Enthuse.
3. Account Login and QR Code Visibility
For instances where donations are inaccessible through QR code links, ensure you are logged into your Enthuse account. Use the login process via the 'hamburger menu' and request a one-time email link for authentication. Once authenticated, you’ll have the correct view of your fundraising page and all associated donations.
If issues persist, try clearing your browser cache or using a different browser to access the QR code link.
4. Processing Delays in Donations
In some cases, banks may authorise a donation, but it might not immediately appear on your page due to processing delays. If this occurs, confirm with the donor that the payment has been processed. Donations should eventually reflect accurately on the recipient’s page after a short delay. Rest assured that such delays are usually resolved automatically.
If the delay exceeds 48 hours, contact Enthuse support with the transaction details for further assistance.
5. Donor has donated to the incorrect page
In some cases donors inadvertently donate to the an incorrect page, for example, the charities' main profile instead of your fundraising page.
Please check you're sending the link to your specific fundraising page, and if the donor has donated to the wrong page, they will need to contact Enthuse Support and ask for the donation to be moved. We will need the transaction reference, and the link to the page they would like the donation moved to. Donations made to team pages will not appear on individual fundraising pages. Donors should be advised to donate directly to the intended page to ensure visibility.
Conclusion
Donation visibility issues can stem from a variety of factors, including offline donation settings, spam filtering, user login requirements, processing times, and user error. By following the troubleshooting steps outlined above, you should be able to identify and resolve most issues effectively.