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Donations Hung Up by Autofill

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  • Donations Hung Up by Autofill

    We had 3 different users trying to make an online donation to POST via https://openspacetrust.org/donate who all had the same "Unable to Process" issue with their credit card. Our web manager has reviewed the donors' interactions with our website and has determined the issue to be related to the autofill of their CC information. Despite their attempts, we're not seeing records of their attempts captured in C&P Connect. We've also seen several other donors successfully donate online since.

    Can you please help us understand what might be causing this new issue for certain donors? I created a support ticket but was asked to post here instead as the issue relates to custom donate forms. Please let me know what information you need to investigate this further.

    Thanks,

  • #2
    Good day @SpencerGump

    Would you please let us know the date and time when those users see that issue so we can review our API logs in the backend?
    Regards,
    Click & Pledge Support Department

    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

    Join us @ the educational webinars: https://clickandpledge.com/webinars/
    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
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    • #3
      We have had 3 donors who've experienced the issue. Here is the date and rough time that these attempts happened:
      • October 15, 2:24 pm
      • October 17, 8:19 pm
      • October 21 (not sure about time on this one)

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      • #4
        We just heard from a 4th donor having the same or a similar issue yesterday afternoon. They contacted us at 5:19 pm PST, 10/22 but not entirely sure on the exact time.

        Comment


        • #5
          There's been another donor with the same issue. The donor reached out to us today (10/23/20) at 4:14 PM PST and we're again unsure about the exact time of the donation attempt.

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          • #6
            One more donor reporting the same issue from this past weekend. We believe the donor attempted their donation shortly after 8:55 AM PST on Oct 25, 2020.

            Any update yet on this issue??

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            • #7
              CnP.Support.AM Are there any updates on this issue?

              Comment


              • #8
                Good day @SpencerGump

                We are investigating the case and get back to you shortly.
                Regards,
                Click & Pledge Support Department

                On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                Join us @ the educational webinars: https://clickandpledge.com/webinars/
                Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

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                • #9
                  Good day!

                  Sorry for the delay but we had to retrieve the log files from the load balancers and firewall and also our security monitoring system. Based on our review we see no connection to our servers from the IP that we believe is your server. From our review of your previous transactions the following IP's appear to be from your server:
                  • 13.110.14.8
                  • 35.199.40.177
                  • 34.74.213.235
                  During the reported times we see no connection from the above IP's. The timeout means that your server could not connect with our API platform.

                  If your server has a different IP please let us know so we can review the log files again. Please note that the API that you are hitting for your form is the same API that all clients, forms, and 3rd party integrated partners also hit. We have a unified single API node for this purpose. If you received a timeout from us due to any condition in our network we have to assume that others have also experienced it. Our records show no such timeout at that time.

                  If you wish for us to explore further please submit more information from your server logs that shows how it has timed out connecting with our server. We love to get to the bottom of this as we need to address any issues before it becomes a bigger issue but at this time we see no issues during that time. Hope you see the problem in diagnosing your problem with the information we have.
                  Regards,
                  Click & Pledge Support Department

                  On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                  Join us @ the educational webinars: https://clickandpledge.com/webinars/
                  Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                  Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

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