How to Get Technical Support
You have a few different options for receiving technical support when trying to set up your account and profile page or when troubleshooting issues.
1. Access Click and Pledge’s Online Knowledge Base
Need to learn how to change a receipt, issue credit, create a report? Get started in their Knowledge Base to find your answers to a specific question on the Knowledge Base Homepage
. We have also included some useful links below.
2. Submit a Support Ticket
to Click and Pledge.
Do so by going to http://help.clickandpledge.com/customer/portal/emails/new
. Please make sure to include the following in your ticket:
· Put CFNRV-GiveBig in the Subject box so your issue is given top priority
· A complete, detailed description of the problem.
· Theurl for your profile page
· Your Account Number
· Your Organization Name
· If your donor received an error message, please include the error number in your request
3. Call for Live Support
Just need a chance to work hand-in-hand via screen-share? Join Click and Pledge’s Live Support
between 3:00-3:30 pm ET on Monday - Thursday afternoons to talk to an expert. Callers are received on a first-come, first served basis, and our experts stay on the call until everyone has an answer or a plan. Please include your full name and Organization when you join the meeting.
4. Call the Community Foundation
CFNRV staff can try to assist you during regular business hours (9am-5pm). Call 540-381-8999. Please note, however, that for questions you are likely to have the day-of, we will most likely send you to Click & Pledge to resolve the issue. After hours, you may email Jessica Wirgau at firstname.lastname@example.org
and she will try to address your questions.
TECHNICAL SUPPORT RESOURCES:
In this video, Click and Pledge covers everything from logging in, navigating to GiveBig, and a GiveBig tour. This is great for new users and those needing a refresher on how to navigate the site.
When donors want to pre-schedule their donations
If your organization receives a donation directly and not through the online payment form, you have the option to add that gift to your contributions to your Organization's Profile Page.
When a donor provides your organization with their credit card information for you to process the transaction.
When a donor makes a mistake and you need to credit their transaction.