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  • Login issues

    For some reason, Connect is no longer sending me e-mails containing the code needed to login; this problem only began about two weeks ago. I signed in through the old portal and discovered that my User profile was listed as "Just Created" though it was actually set-up in August. Additionally, the e-mail address was incorrect having dropped the first letter somehow. The system would not allow me to update it so I inactivated that User and created a new one with the e-mail address corrected. This did not solve the problem and I still am not able to access Connect. All our Users were set-up a the same time and no one else is having this issue. I tried to submit a trouble ticket but got no response so am hoping someone in the Forum has some insight as to how to resolve this issue. Thanks, Jennifer.

  • #2
    Good day
    Jennifer
    Member
    Jennifer

    It is important to note that the Portal User is different from Connect user. If you set up a user in Portal it will not port to the Connect platform. Only admins in your account can set up an account for you in the Connect platform.

    What is your Click & Pledge account number?
    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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    Comment


    • #3
      The number is 20940; however, to reiterate I had no issues accessing either side until two weeks ago and nobody here made any changes. I am a System Administrator and should be on both sides.

      Comment


      • #4
        Good day
        Jennifer
        Member
        Jennifer

        I reviewed the case and our system shows you as being an admin. We also show that emails are going to you so I suggest you contact your email administrator.

        Click image for larger version

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        Given this is an open forum we cannot provide details of the posts. Your mail server may be blocking our posts as we see no issues on our end.

        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

        Comment


        • #5
          What would you recommend that I ask my IT person? As of 12/8/16 I was still getting the access code e-mails and nothing has changed on this end since then. However, my User status and e-mail had changed on the Portal side so it would seem like it was an issue created from your system not mine. Can you just send me a code from your e-mail address since that is working? Maybe if I could sign-in, I could tell what the problem is.

          Comment


          • #6
            Good day
            Jennifer
            Member
            Jennifer

            If it was our system it affect thousands of clients and believe we would know about it within milliseconds. This is a public forum and we have no way of validating you as a user given the user email address used for this forum for user "Jennifer" is different from the email address used for your Connect user- different ID's and different domains.

            The following shows how to whitelist our IP's to ensure delivery of email, in case it is being blocked: http://help.clickandpledge.com/custo...ceipt-delivery

            You may want to join the live support to discuss the issue with one of our support engineers. Live support is available Monday - Thursday from 3:00 p.m. to as long as clients have questions. The room will be locked at 3:30 so you need to join before 3:30.

            Hope that helps.
            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

            Comment


            • #7
              This article does not help as I am receiving receipts. Once again, it is only the access code e-mails that have stopped coming so I cannot fathom how it could be on our end but since you can offer nothing further I will have to try to contact support at 3.

              Comment


              • #8
                Good day
                Jennifer
                Member
                Jennifer

                It is best if you attend the Live Support.

                Your user in the forum has an email address with Gmail. Your stated user in your organization has your organization's domain name. This is a public forum and we have no way of identifying you and verifying what you say relative to your account. I hope you appreciate that our policy is to protect your account. Imagine if we provide this information here to anyone that says they are you.

                To help with future cases you may want to unify your email address in the forum with what you have in your account.
                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

                Comment


                • #9
                  I don't know what you are referring to as I've never used a Gmail address with anything related to work and, in fact, don't even use my Gmail account period. I will contact tech support.

                  Comment


                  • #10
                    So, as advised, I am trying to access tech support but it says the meeting has been locked and makes me leave. I am getting extremely frustrated by the lack of support and would like to get some resolution soon. How can I get into the meeting?

                    Comment


                    • #11
                      Good day
                      Jennifer
                      Member
                      Jennifer

                      I am not sure I understand by what you mean by lack of support. Our support options are listed here: http://help.clickandpledge.com/custo...ticles/2585029

                      As for support hour - please see (I beg you to see my post):

                      You may want to join the live support to discuss the issue with one of our support engineers. Live support is available Monday - Thursday from 3:00 p.m. to as long as clients have questions. The room will be locked at 3:30 so you need to join before 3:30.

                      The room locks at 3:30 p.m. It is listed everywhere.

                      We have replied to your request in the forum and the email is in the queue to be responded to. We have live support from 3:00 - 7:00 p.m. on Monday - Thursday but we lock the room at 3:30 p.m. ET. You are trying to join the call after 3:30.

                      Our records show we have emailed you the information but you are not receiving it. I am not sure what else we can do. Today we had 20 people in live support and the room is currently locked as people are still in the queue. You may join tomorrow.

                      I have asked our team to retrieve the email logs so we can provide it for you as evidence to show your IT team so they can figure out why your emails are not being delivered.
                      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

                      Comment


                      • #12
                        I do appreciate your quick response and I'm sorry that I misunderstood; however, when the live tech support option is only open for a 30 minute window for a nationwide platform and trouble tickets are not answered I consider that a lack of overall support. As I mentioned, I've had no problems with anything other than the access code emails and I've tried on multiple computers using different systems/networks so it isn't localized therefore any logs that you can provide would be helpful.

                        Comment


                        • #13
                          Good day
                          Jennifer
                          Member
                          Jennifer

                          In https://portal.clickandpledge.com - you may request your password reset and post here when you have reset your password.
                          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

                          Comment


                          • #14
                            Why would I reset my password?

                            Comment


                            • #15
                              Good day
                              Jennifer
                              Member
                              Jennifer

                              These are our free support options. You may want to contact our premiere support which will work with you on a one-on-one basis.

                              Our free support is complementary and is set up to help our clients and is used by most effectively. If you find these solutions not to your satisfaction please contact our premiere support.

                              Here is the link: http://help.clickandpledge.com/custo...ticles/2585029
                              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

                              Comment

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