Long Term Donation Forms Broken!!

David Johnson 3

Is anyone else experiencing this problem? We have several long-term donation forms with one-time and sustaining gift options that suddenly started producing the following error message for donors.  "There was a problem encountered while processing your donation."


In spite of the error message the donation transaction has in face been processed without the donor's knowledge. As a result donors are trying to make the donation again often trying several times and making multiple donations unwhittingly.


As yet Blackbaud has not been able to resolve the problem one week since I opened a case. Is anyone else experiencing the same problem? I can't imagine that we are the only ones whose donation forms with one-time & recurring gifts are not working properly. Does anyone know what change Blackbaud implemented that created this headache?


 

Brian Mucha

I would reach out to your Customer Success Manager to advocate for you and light a fire under support. A user facing problem like this should be escalated.

David Johnson 3

I finally received more information and it seems that the most recent update to Luminate Online caused the problem. We implemented a workaround but still waiting for a fix. For us it is imperative that we can have both one-time and sustaining gifts on the same donation form. Hopeing for a quick resolution.