Donations are not getting to C&P after being submitted through donation pages

[TC Tech]

We have had multiple donors unable to submit donations through our donation pages. While it still works for some (like us), others are still having issues. When the error occurs, the donation does not go through to C&P at all. We do not have an error message available from our donors to help troubleshoot, nor can we reproduce the error.

We think that the issue is related to having 2 available forms to be submitted on our donation pages - one being the donation form, the other being the subscription form at the bottom of the page. We also just recently updated our website with the help of a contracted web developer - which might have played a factor in our issue.

Below is an example of a donation page that is having the issue...

https://tidescanadagifts.secure.forc...3061000002PGby

Thanks,

Justin / Emily

[CnP.LiveSupport.AB]

If you cannot reproduce the error, do you have an idea of how often the problem is reported? That is, if you remove or disable the second form, and went a period of time without receiving reports of issues, would you be reasonably confident the issue was resolved/identified?

[CnP.Support.AM]

We just had a glance at your FaaS form and noticed that you have included the WID node which is not required and also there seem to be some validation issues. Please remove that node, though this will not cause any issue, it is just to avoid confusion.



However, if you can get the error message they are getting will help to find the issue.