Why can't our TeamRaiser participant access their personal pages?

Anonymous Blackbaud User

There are two main reasons why TeamRaiser participants cannot access their personal pages.

First of all, the person may have tried to register, but may not have finished the process properly (declined credit cards are a common reason). So they have a login, but still cannot access the participant center.

The second reason why is that they may have several accounts. If you site had an event in the past, there is a pretty good chance the person created a new account for this event, but is trying to use the old account to access the new event.

The following steps should help:

1. Log in as administrator.

2. Click on the "TeamRaiser" button.

3. Click on the "Manage" icon next to any TeamRaiser.

4. Search for the person by first or last name.

5. If you get no results, then the person probably did not finish registration. You can confirm this by examining the Interactions in their contact record. If you get several results, click on each of them and you'll be able to get the username for each account, and figure out which event they are registered for.