Trouble with giving or check-in

Online giving

• A gift isn’t showing on the Giving page. Gifts appear once Stripe reports them, usually within minutes. Check the From and To dates under Gifts received and choose Show again. A bank gift first shows as Clearing and takes a few days. If Stripe shows it but the Giving page doesn’t after an hour, tell whoever set up Hillfold.

• A giver can’t find a gift under My giving. My giving shows gifts made with the email they sign in with. A gift made with a different email won’t show there. The treasurer (or whatever your church calls the role) still sees it on the Giving page.

• A giver didn’t get a receipt. Receipts go by email to the address typed on the Give page, once the gift is paid. Bank gifts send it when they clear. Ask them to check their spam folder and that the email was typed correctly.

• A giver wants to change or stop a recurring gift. They choose Change or stop a recurring gift on the Give page or under My giving, type the email they give with, and choose Send me the link. The emailed link lets them change their card or bank account, or stop the gift. To change the amount, they stop the gift and set up a new one.

• The Giving page says “Stripe’s form was started but isn’t finished yet.” Choose Finish connecting Stripe.

• Stripe is connected, but the Give page says “Online giving isn’t open yet.” On the Giving page, choose Open online giving.

Check-in kiosk

• Labels print the wrong size. Labels are made for 3½ × 1⅛ inch address labels. In the print window, choose the label printer and that label size,, with no scaling. If Chrome prints without the print window, set the label size in the printer’s own settings.

• Labels don’t print at all. On the kiosk, open Kiosk settings and check that Print name labels and a pickup tag is ticked.

• The kiosk shows a code box instead of check-in, or says it was removed. The computer was signed out or removed. Ask the office for a new code in Administration → Shared computers (Pair it again, or add it again if removed), then type it. See /help/shared-computers.

• “No family found.” Type at least 3 letters of the last name, or exactly 4 digits from the end of a phone number. The family must be in the directory with at least one child. Guests can tap First time here? Leave us your name.

• “Check-in isn’t working right now.” Check the kiosk’s internet connection, then reload the page.