stephanieliy

Hi @qupid26,
Following up on this ticket, but if you have questions let’s stick to your more recent ticket!

I gave your form a look, and your theme is running the show with the width of your donation form (that’s how the Legacy form template is intended to behave). You’ll need to create some custom CSS to reduce the width, which will in turn help your mobile view. We have a handy tutorial that should help get you started here: https://givewp.com/documentation/resources/handling-custom-css-in-wordpress/

If you aren’t comfortable with coding, I’d recommend reaching out to a web support person, or someone with design experience who is comfortable with CSS.

I’m marking this as resolved for now, but if you have questions we can follow up on the more recent ticket you sent in and I’ll be happy to give that a look. Have a great day!

Hi @qupid26,
Glad you reached out, thanks for your patience here, I see you submitted a second ticket for us here! I’ll respond to both in case it’s helpful.

I gave your form a look, and your theme is running the show with the width of your donation form (that’s how the Legacy form template is intended to behave). You’ll need to create some custom CSS to reduce the width, which will in turn help your mobile view. We have a handy tutorial that should help get you started here: https://givewp.com/documentation/resources/handling-custom-css-in-wordpress/

If you aren’t comfortable with coding, I’d recommend reaching out to a web support person, or someone with design experience who is comfortable with CSS.

I’m marking this as resolved for now, but if you have questions here you can send them right along and I’ll be able to hop back in.

Hi @anirbansarkar1,
Glad you reached out. Do you happen to be using Divi? We see jquery params error there sometimes, so just be on the safe side I’ll give you some steps to help with that:

Divi’s “Defer jQuery And jQuery Migrate” and “Smooth Scrolling” options can break the Multi-Step and Classic Form templates and throw the “jqueryParams is not defined” error.

Let’s start by disabling those options and see if that helps clear things up. In case you find it helpful, my colleague created a fantastic screencast for how to do that: https://somup.com/c3jw0zUopx.

If you are not using Divi, I’ll need a little more context. First, send along your system information. You can do this by navigating to Donations > Tools > System Info (tab) and clicking the button to “Get System Report” and copy/paste that into your reply here.

I’ll also need to know a little more about the custom JS you are using. We don’t usually recommend customizing the JS, so if you could give me a very clear picture of what you are looking to do, it might help give me a little more context to give you best answer.

Keep me posted if you have questions along the way, I’m happy to help.

Hi @seanjester,
Glad you reached out. There are a couple reasons why this can happen, so I’ll need a little more context to get started.

First, send along your system information. You can do this by navigating to Donations > Tools > System Info (tab) and clicking the button to “Get System Report” and copy/paste that into your reply here.

At the moment I’m suspecting a possible caching issue, so I’m including instructions for that here in case they end up being helpful. Again, I won’t be sure without some additional context, but I’d rather give you a little too much information than not enough!

The fix here is a bit technical, so I’ll include as much detail as possible, but you may need to reach out to your web developer or web support person to implement the recommendations I’ll be talking about below.

If you’re not familiar with caching, it’s a method of saving server resources by storing copies of a page or site, so that the next visitor’s visit doesn’t trigger a call to the server at all, they just get the copy that was saved.

We put together this deep dive into what caching is and how it can cause problems: https://givewp.com/documentation/resources/caching/

Caching works really well for speeding up sites, but when a saved copy of the site has sensitive information in it (like donor info) it’s important that GiveWP not share that with the next visitor. If GiveWP is not convinced that the browser requesting the data is the correct one, it defaults to not showing the data.

Caching is handled differently on various sites and web hosts. This could mean a caching plugin, or caching could be in a security solution. Hosting providers also have settings for caching at the server level, and they can help make adjustments for you there. Most caching solutions have a setting or section for excluding specific URLs or parts of URLs (called “slugs”) from caching. At the very least, you should exclude the following slugs from caching:

/donations/
/donation-confirmation/
/donation-failed/
/donor-dashboard/
*any page with a donation form on it

Also, the following query strings (if your caching solution has a setting for them):
give-embed=donor-dashboard
giveDonationFormInIframe=1

Your host or the caching plugin/solution you are using can help with that. Some of them may require what’s called a “wildcard” like /donations/* to capture all subdirectories under the /donations/ folder.

Some folks prefer to customize the URLs to their site pages, so you may find that your URLs don’t have the slugs mentioned above, even though they contain the same content. In cases like those, we recommend whitelisting the page, not just the slug, that way the pages with those essential pieces of information are still excluded from caching. This is especially important for URLs of pages with donation forms on them.

One helpful tip: Check in with your hosting provider. Most hosts have caching at the server level, and they will be able to adjust this for you. You can also temporarily disable caching on the site to confirm that the uncached site isn’t showing the problem.

I’d also like to make sure something isn’t causing trouble with the PHP sessions on your site (a clue here is that you can’t replicate while other donors can). GiveWP uses PHP sessions to ensure that donors only have access to their own donation data (among other things). We have a detailed document that explains what a PHP session is, and how you can troubleshoot broken sessions: https://givewp.com/documentation/core/frequent-troubleshooting-issues/understanding-troubleshooting-user-access/

The number one thing that causes sessions to mess up is caching, which is another reason I’ve included that information above. Excluding those slugs I listed above will help with this as well.

Once you excluded those slugs, clear your browser’s cache and access the donation form again.

While fine-tuning cache falls outside the scope of the support we’re able to provide, your success with online donations is our number one priority, and we’re happy to provide any tips.

I know this was quite a bit of information to share. If you have any questions about this let me know, I’m happy to help.

Hi @mbio86,
I completely understand what you mean, caching can be a little tricky to dig into.

I’m not able to log into sites, this is something you would need to give a look, or reach out to a web support person for.

You’ll want to focus on caching with your host (which your hosting provider can help with), or any plugins you happen to be using.

Digging into caching can take some extra time, so I’ll mark this as resolved for now, but you are more than welcome to check in with any questions here and I’ll be happy to hop right back in!

Hi @wtnhistwebmaster,
Glad you reached out, these are great questions.

When a donation doesn’t move to “complete”, it means something isn’t quite right.

The donation that is “pending” will likely move to “abandoned” soon. If it had arrived in your PayPal account, I would suspect the webhook/IPN wasn’t communicating properly, but because it didn’t arrive at all, I know we need to have a look at your error logs.

We’ll do the same thing for the failed donation, the logs will have a record of why that donation failed.

Let’s take a look at your error logs. You can do this by navigating to Dashboard > Donations > Tools > Logs. Here is a screencast you might find helpful: https://screencast-o-matic.com/watch/c3eD0AVFgVG.

From there, you’ll see a list of things that have been happening on your site. Look for errors that are PayPal-related and correlate to those 2 specific donations. When you see one, click the eyeball icon next to it to open up a detailed view. Copy/paste those error codes, and send them along to me. They should have some helpful context as to why those donations didn’t complete.

Let me know if you have questions in the meantime, I’m happy to help.

Hi @bhwebworks,
Glad you reached out, this is a great question. In this case I’d recommend sticking with “refunded”, because you did indeed process a refund. “Revoked” is good alternative, but more appropriate for a donation that is simply denied. Once you process a refund, “refunded” is more accurate for your record keeping.

I’ll go ahead and mark this as resolved for now, but if you still have questions you can send them along here and I’ll be happy to hop back in. Have a great day!

Hi @drpage97115,
It’s been a bit since I’ve heard back, and I know troubleshooting can take a little extra time. I’m marking this as resolved for now, but if you still have questions you can send them along here and I’ll be happy to help. Have a great day!

Hi @birg3r,
It’s been a bit since I’ve heard back, and I know troubleshooting can need a little extra time. I’m marking this as resolved for now, but if you still have questions you can send them along here and I’ll be happy to hop back in for a look. Have a great day!

Hi @g-manucharyan,
It’s been a bit since I’ve heard back, and I know troubleshooting can take a little extra time. I’m marking this as resolved for now, but if you still have questions you can send them along here and I’ll be happy to hop back in. Have a great day!

Hi @g-manucharyan,
Glad you reached out. I’d like to gather a bit more information about the issue you are experiencing:

First, send along your system information. You can do this by navigating to Donations > Tools > System Info (tab) and clicking the button to “Get System Report” and copy/paste that into your reply here.

I’m not entirely sure which drop-downs you mean, it would be helpful if you could send along a screencast or some screenshots illustrating the issue. I just need a bit more context to make sure I understand the issue completely.

Keep me posted if you have any questions in the meantime, I’m happy to help.

Hi @birg3r,
Glad you reached out. I’ll need a little more information to get started here:

First, send along your system information. You can do this by navigating to Donations > Tools > System Info (tab) and clicking the button to “Get System Report” and copy/paste that into your reply here.

Next, let’s take a look at your error logs. You can do this by navigating to Dashboard > Donations > Tools > Logs. Here is a screencast you might find helpful: https://screencast-o-matic.com/watch/c3eD0AVFgVG.

From there, you’ll see a list of things that have been happening on your site. Look for errors that are PayPal related. When you see one, click the eyeball icon next to it to open up a detailed view. Copy/paste that error code, and send it along to me.

Once I have a bit more context, I’ll be able to hop right in. Let me know if you have questions in the meantime, I’m happy to help.

Hi @drpage97115,
Glad you reached out, I can help with this.

First, the PayPal error:
The “This organization’s page is broken” error is seen when the PayPal Standard connection is not correct or using a wrong email address at Donations > Settings > Payment Gateways > PayPal > PayPal Standard.
You’ll want to double-check the following:

• you are using the Paypal account owner’s email address
• the account is ready to accept payments

Outside of this, you’ll need to reach out to PayPal. This error means there’s an issue with your PayPal account and we want to get you connected with PayPal directly to resolve it. This wouldn’t be something related to your login credentials, it would be something internal that only PayPal can see and change for you. We created this intake form to give you more details about this problem and for you to get in touch with PayPal directly: https://givewp.com/paypal-onboarding-reports/

The form on that page sends an email directly to PayPal, and that team can walk you through connecting. We’re here to help as much as we can, but ultimately they’ll have to help if none of the steps above resolve things.

For your Stripe issue, I’ll need a bit more information.

First, send along your system information. You can do this by navigating to Donations > Tools > System Info (tab) and clicking the button to “Get System Report” and copy/paste that into your reply here.

I’ll also need the URL to your donation form so I can check things from the front end.

The last thing I’ll need is a look at your error logs.

You can send these by navigating to Dashboard > Donations > Tools > Logs. Here is a screencast you might find helpful: https://screencast-o-matic.com/watch/c3eD0AVFgVG.

From there, you’ll see a list of things that have been happening on your site. Look for errors that are Stripe related. When you see one, click the eyeball icon next to it to open up a detailed view. Copy/paste that error code, and send it along to me.

Once I have a bit more context, I’ll be able to hop right in. Let me know if you have questions in the meantime, I’m happy to help.

Hi @tb2020,
Glad you reached out. There isn’t a way to do this at the moment, so I’ve created a feature request for our teams to review here: https://feedback.givewp.com/feature-requests/p/additional-columns-for-the-subscription-page

I’m linking your ticket to that post so we can reach back out to update you once we have a resolution. I’d also recommend leaving a comment on that post detailing how you’d like to see this implemented. User feedback for features like this one is invaluable, so a comment would be very helpful.

I’ll go ahead and mark this as resolved for now, but if you have any questions about this you can send them along right here and I’ll be happy to hop in.

Have a great day!

Hi @dmorrissey ,

Glad you reached out. I know you mentioned attempting the disconnect/reconnect option and it didn’t help. I’m going to provide some information about that here that might be helpful, but ultimately you’ll need to reach out to the support folks at PayPal to get more information.

The “Failed Event Verification” can usually be resolved by disconnecting and reconnecting PayPal. You need to go to Donations > Settings > Payment Gateways > PayPal and click the “Disconnect” link in “PayPal Connection”.

In order to process payments over Paypal’s API, third parties (like GiveWP) have to store what’s called a “token” and send that token along with the payment information. The token verifies that the application is allowed to transact over the API. If Paypal is unable to verify the token it will throw that “Failed Event Verification” message.

If disconnecting and reconnecting PayPal does not fix the issue, I’d definitely recommend reaching out to them. The form on our site at https://givewp.com/paypal-onboarding-reports/ goes directly to folks familiar with these issues who can help get you sorted.

In the meantime, you are welcome to send along any questions here and I’ll help as much as I possible can.